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1.7 163 Reviews

Kaiser Permanente Complaints Summary

22 Resolved
130 Unresolved
Our verdict: With Kaiser Permanente's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Kaiser Permanente reviews & complaints 163

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4:26 am EDT

Kaiser Permanente Abrupt halt to meds and biased doctor

Sometimes with the use of ADHD medications, it can cause slow growth in a child. My daughter hasn’t lost any weight and has been an average of 44-45 pounds and is nine years old. Her height has continued to grow over the years, however, and she is a healthy child. I told the doctor at Kaiser that her weight fluctuates up and down about one to two pounds. He not once asked me about her eating habits or what I feed her or anything. I have asked her old doctor before about her weight several times. Every time she said she’s healthy and isn’t losing weight and is fine. The old doctor has also stated before it is a fact that people shouldn’t be taken off of this medication abruptly; she needed to be weaned down off of it. The Kaiser doctor acted crazy in our appointment and blamed her not gaining weight completely on the medication. He didn’t communicate with me, didn’t ask me who diagnosed her ADHD or anything. He didn’t ask how long she’s been on the medication either. She was diagnosed by a licensed, certified Psychologist who specializes in ADHD. This diagnosis is federally recognized. This is just the tip of the iceberg to what this doctor did to us...for more info, please contact me...I have a written statement about all of this. Any help you can give is appreciated. Thank you. JM

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4:03 pm EDT

Kaiser Permanente Incompetent doctors

Had a severe leg infection following surgery none of 5 doctors could identify. First four just circled the progression of the infection and told me to come back if the infection spread. It did, overnight. Was almost to my crotch when I forced the issue with the doctor who had performed the hysterectomy (5th doctor). He said it wasn't his area. I wouldn't let him do the follow-up pap until the infection was resolved. I insisted he feel how hot and hard the leg/infection was, to observe the color and progression, and to take it seriously. He couldn't identify it, so went and telephoned a medical friend in another part of the country. He came rushing back, suddenly attentive and concerned. Told me the infection could have killed me. Prescribed several strong antibiotics he insisted I immediately get and start taking. To this day there is purple and red in the leg. It was a common infection people often get following surgery/after hospital stays, but NONE of the 5 doctors could identify it, or take it seriously. Doctors don't want to touch you - you have to get nasty and insist. In OBGYN - referred there for intense internal pain that turned out to be a UTI - they wouldn't run the simple test without first doing a Pap. It was unbelievably painful due to the UTI infection. They didn't care.

I had to insist one doctor feel the hard and painful lump in my leg - once she relented her entire being changed. She was almost in panic mode because she realized after feeling it that it was a blood clot. Went in some years ago with what might have been a heart attack - they lost the X rays and test results twice.

Urine samples have been lost/tipped over and I've had to sit there until I could produce another one. Drop-in is a nightmare, and patients are repeatedly mislead and kept waiting for extensive periods of time even with appointments. Patients are lied to about samples being sent to the lab - they aren't. Patients have to go to the lab and have the lab re-run the same tests.

Patients aren't cued into procedure preps, I've had to cancel tests because I wasn't properly prepped. I hadn't been told. In the case of an external colonoscopy they only told me about the reactive material a few minutes before the procedure when they asked me if I had a reaction to it. How would I know? They should have warned me so I could look it up. In the Dermatology department a sadist male doctor removed a huge skin tag on my neck with a vibrating needle without numbing the area or giving me anything at all for the pain before or afterwards. And when a growth on my arm I'd questioned doctors about for years turned out to be cancer, the Asian doctor didn't call me with test results as promised. When I did get an appointment with her, she kept me waiting almost 45 minutes - talking to collogues outside the exam room. When she did come in, she waked to the computer, and as she was sitting down, with her back to me, she said "Well, it is cancer. What do you want to do about it?" She didn't even look at me! And how could I decide on the treatment without knowing what the options were, the respective success rates, and doing research?

But that is the San Francisco Kaiser. Good God, you can't even get blankets when freezing in the emergency room! It is a joke - but it Isn't funny. And it SURE isn't competent medical care! And women, particularly older women, are ignored, insulted, and pushed under the rug whereas male patients are catered to, given more time, and actually tested - whereas unsubstantiated assumptions are made about female patients and entered into respective medical histories. Many times patients are not aware of that, particularly if they are older and not computer literate. But it is routine for information to be fabricated and put into patient histories, and for medical test results and records to totally vanish. That's not medicine.

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3:28 pm EDT

Kaiser Permanente Fradulent diagnoses

Made appointment with new doctor for stomach pain and urine leakage. Four times was asked same question about depression, drinking, exercise, in writing and verbally. Wasn't there for depression, told doctor that. That is all she wanted to discuss. Before I'd left the office she'd put a diagnoses of severe and sustained depression in my patient history. She refuses and her chief refuses to remove it. It was a first appointment, it lasted less than 12 minutes, I told her several times I didn't want to discuss depression, no testing whatsoever was done. The intent seems to be to invalidate as many older women as possible - with a diagnoses like that nobody would believe them in the future. There is no history of depression, psychiatry isn't the doctor's field. Focus has become all about money. Women in particular are invalidated, told they cause their own cancers, and routinely are insulted and their health put down. They try to talk you out tests, X-rays, etc. even though insurance covers it and the costs are thus paid for. More and more it's becoming about taking classes. Plus their is a backlash from Asian health care workers at that Kaiser hospital against Caucasians - open insults, hostility, and unwarranted refusal included. Documentation that should be in the files, like hospital stays, allergies, emergency room visits vanish if patients question or complain. It's laughable because it isn't health care. But to people in pain it isn't fully. I've seen older women come into the elevator weeping because they can't get help or anyone to believe or work with them. And it's becoming more pronounced. If you are a women the only tests they want to do on you are pap, mammogram, and a colonoscopy. And the colonoscopy is for ANY KIND of stomach pain or distress. It's a serious test and doesn't need to be run every year or every time there is stomach pain. Also male assistants come into the exam room when female patients are unclothed to hand them things like occult stool tests that could be handed out before or after exams. Protective covering falls down if the woman is stupid enough to reach out for the test - which isn't needed anyways when sitting on the edge of an exam couch. Another prejudice against older women is use almost no lubrication with pap tests, then to blame the pain on age and thinning of skin, etc. Extra lubrication is needed with older patients, not less. But some of the nurse practitioners there seem to actually enjoy causing pain to older patients. It isn't health or medical care. It's people processing, prejudicial treatment of women - particularly older women, and complete discredit ion by attaching false labels such as "extreme and prolonged severe depression" when there is absolutely nothing to warrant that kind of diagnoses. It's just a way to shut up women who might complain or question or protest.

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5:52 pm EDT

Kaiser Permanente Employees

I have been a Kaiser patient my whole life and I have never had a worse group of people to work with. Whenever I call about prescriptions or to make an oppitment it takes about an hour, 20 phone calls, and being transferred 15 times. I got a phone call today from a front desk worker for my primary care doctor. They called and left a message asking for me to call them back. I called 10 times. No answer. So I call the advice services and they go ahead a leave the doctor a message saying I called a bunch and just want to have the conversation via email. Then I got another phone call and message (mind you I'm at work this whole time) from the same lady saying that she missed me again, and that I need to call back asap. After a whopping total of 15 phone calls I finally leave a message asking if they just call and say I need to call back and then they just don't answer on propose? Because I had called 15 times over HOURS and I still have not talked to anyone. I also told her in the voicemail that if its not important, she needs to stop calling me. Now this is not the only time I've had trouble with this kaiser. Whatever you do, DO NOT EXPECT TO HAVE GOOD SERVICE HERE! I have NEVER had to deal with so many incompetent people who obviously can't do there job. I will be ending my business with kaiser asap because they are absolutely no help. What. So. Ever.

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12:26 pm EDT
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Kaiser Permanente Overcharged for services

Here's what I wrote (in my 2nd appeal) to Kaiser's grievance department...

In my previous grievance I explained that I went to the vision center in December, 2014 at the Long Beach Kaiser and was horribly overcharged for an eye exam. I was aware that my insurance didn’t cover the eye exam, but when I asked what it would cost me, I was told $40. Not $40 as a deposit or as a down payment toward a later balance, but $40.

I recently contacted the receptionist at the Long Beach eye center who, as she confirmed in her system, was the receptionist that checked me in that day and received my payment. I told her the situation and she told me that it’s typical for her to say, “this is a deposit and you will owe somewhere in the range of $136 to $215 for the balance.” I assure you she never did. As I said in my previous appeal, everyone and their brother knows that you can, without any insurance, get an eye exam at Walmart for $60 or less. I heard no price range information when I paid. In fact, the balance I received in the mail from Kaiser was $536, not somewhere between $136 and $215 as Crystal said she typically states. When I asked her why the balance was $536 and not somewhere from $136 to $215, she replied, “whatever the doctor does back there may result in higher costs” - higher costs that are, apparently, not explained to the member as they’re receiving services that will result in an increase!

You can understand my frustration, I’m sure.

I know you deal with a lot of bogus claims - people trying to screw the system. I am just trying not to get screwed. We are big advocates for Kaiser and hope to stay with you all for a long time to come. So please, please see the reasonableness of my grievance.

I have spent so much time and energy trying to simply not get gouged with this. I don’t want damages; I just don’t want to be taken advantage of. I would like the balance of $536 to be dropped. I don’t say, “waived” because I shouldn’t owe it in the first place.

If I could afford a good lawyer and had the time and money to follow this through, I would. I think I have a pretty solid case. However, I don’t have a lawyer or the time or money to do that. And so I’m appealing to your sense of justice.

I have already appealed to Managed Health Care of Ca. They denied me as well. I talked to a lawyer who has dealt with a lot of insurance companies and he says it’s pretty typical for small money cases to be automatically denied because the big companies know that most people won’t follow it through. And now, I understand why.

If you can help me out with this I would be very grateful. My wife and I both work to be able to have good insurance and enough for our family. We cannot afford this.

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11:19 am EST

Kaiser Permanente Customer service

After being on Kaiser from the age of six months to now at 58 and never having a problem, all that has changed. In the last few years the rates have gone up and up and service has gotten worse. It's all about the money. I have a chronic, painful condition- arthritis in my neck (diagnosed by a Kaiser Dr. by x-rays) and TMJ. I have had an RX for a pain medicine and muscle relaxer for years, which was used only as needed and sparingly. I was sent a notice recently that they had assigned me a new Dr. after years of seeing the old one, who never gave me a problem with refills. I recently sent in a refill request for my meds and the request was denied saying I had to come in for "lab tests" and an evaluation to determine "if I actually had the condition and or if it still existed" What? NO! I'm not stupid and know Arthritis and TMJ do not resolve. They are permanant conditions and "lab tests" etc. are NOT necessary for these conditions. Nor are "lab tests" even used to diagnose these conditions. They only want me to come in and pay the MUCH higher than before co-pays to run tests that are not necessary and are worthless as far as my conditions. They kept me going through tons of red tape and hearings I didn't request only to keep denying me my meds. NO more Kaiser for us. We are leaving and going to a new health plan. Kaiser is no longer the good company it once was. Now it's corporate greed.

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10:52 am EDT

Kaiser Permanente The rep wanted to steal from me

I registered on the website www.kaiserpermanente.org. After that I chatted with the rep of this website and he promised to help me with the health insurance. I was relieved that the professional would help me, but this jerk understood that I have no idea about this insurance and other stuff, so he simply wanted to steal from me. I want to open a case against this company, ‘coz such ### must be stopped. Please, share your views about it.

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2:16 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Kaiser Permanente Very poor healthcare

I think Kaiser sucks but it is the only medical insurance I can afford as I am self-employed. This year has been a real circus with Kaiser. It is IMPOSSIBLE to get an appointment to see the doctor on the day you need to see them, you either have to wait two weeks or go to the ER. When you do finally get in they behave as though they have no idea about your medical history (I cannot tell you the number of times to date that I have been asked if I have a history of breast cancer and I JUST HAD A LUMPECTOMY SIX MONTHS AGO! The clinics are all like Grand Central Station, the medical personnel are obviously overbooked and the nurses and receptionists quite rude. If you are having a medical problem that you finally can get in to see the doctor about, the doctors run a battery of tests and never find something treatable, yet push you along the conveyor belt for more and more expensive tests like CAT scans and MRIs (to cover their own incompetence). Mostly they offer you pills of one sort or the other to mask symptoms and not treat them. I have to say their breast cancer program is pretty bad, too. I chose NOT to do chemo and radiation because I was afraid they would screw something up and screw me up, too. There was NEVER ANY follow up after my lumpectomy. I read online that breast cancer patients are supposed to go in for a six month follow up mammo. When I did make an appointment for a six-month followup mammo, the radiologist made me wait for 30 minutes while she confirmed that I actually had had breast cancer and that I wasn't trying to get a "freebie screening." I could not believe it.

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Worst in 55 years
Sun City, US
Apr 07, 2015 1:29 pm EDT
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Worst insurance in my 55 years. With ear drops they want $245.00 & the $42.33 every week for swimmers ear. It's cheaper for me not to use my insurance till there's something major, and that scares me. How much will they want then, and the reviews I have been reading say my medical service could be very bad. Worst ever, looking for a way out.

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5:24 am EDT
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Kaiser Permanente Negligence

You may want to grab a cup of tea because this one is a doozy.

In 2011 while I was hospitalized my blood thinner medication (warafin) was stopped. I'm on blood thinners because I had a heart valve replacement in Apr of 2010. The hospital doc ordered for the warafin to be started again the day before I was discharged. A couple of days later while laying on my couch I get this pain in my left toe and I notice a small black dot on my big toe that wasn't there before. I called the advise nurse and was told to soak my foot and keep it wrapped in warm towels. If it worsen I was told to go to the ER. I wasn't getting any relief by midnight, so my husband got our then 12 year old son out of bed, got me into the car and headed to Kaiser ER, after waiting and being examined I was sent home after being told this was due to being off the warafin for so many days but I should start to feel better in the next couple of days once the medicine gets into my system.

The pain kept coming and going and this black dot never went away. My husband kept taking back and forth to the ER FOUR times over the next few days. The pain was getting worse. One time during an ER trip I simply asked for a Morphine injection to help with the pain because my percocet was no longer helping. I was denied and sent home.

The pain to continued to worsen and became a 24 hour thing for me. I literally was screaming at times. It felt like my toes were on fire! Finally I was referred to a vascular surgeon who ran test. To make this long story short, I was told the worse case scenario was leg amputation. If this was treated earlier it wouldn't have gotten this bad.

The surgeon referred me to an outside Kaiser facility for hydrobearic therapy. This consist of being placed in a chamber laying on my back for 2-1/2 hours everyday to try and save my leg. It has the sensation like being placed deep underwater. It was a very slow, slow, SLOW and painful process. I still had the pain and by this time I was put on methadone as well as percocet. Both narcotics did absolutely nothing.

Keep in mind I was also doing home hemodialysis treatments in the midst of all this. Because I couldn't walk, my husband and mother, who moved in temporary to help, had to wheel me in my grandmothers wheelchair we borrowed between rooms in our house.

Finally I woke up one morning in the middle of November and decided I just couldn't take it anymore. I had an appointment with my surgeon that day and when my mom and I arrived I asked the doc to amputate my leg. I didn't even tell my mom beforehand.

My surgery took place the day before Thanksgiving and by this time four of my five toes had turned completely black because the tissues were dead.

In June of 2012 I had the same below the knee amputation on my right leg.

I call myself blessed because I'm came a long way from that. Tears are welling up in my eyes now as I think about how my legs could've been saved had the ER people took action that first night my husband brought me into the ER. Since then, my husband and I divorced, I lost my house because I couldn't afford it by myself. My husband put me through Hell even before this thing with my legs as he was verbally and physically abusive.

Now it's 2014. My son, who will be turning 16 in Sept. is a huge help to me. We've been in our new place we absolutely LOVE a little over two years now. I had success with prosthetics legs that no one can guess they're are prosthetics unless I tell them. I'm walking on my own, I'm driving my car without any modifications. I've been doing peritoneal dialysis for about two years which my treatments are about 9 hours and take place at night while I sleep. By morning my treatment is finished and I have full time for my days and not having to go in-center 3 times a week. My son will soon be taking driving lessons because we learned he can get his permit early than the legal age because he has a disabled parent. I'm also in the process of starting a support group for people with disabilities and their caregivers at my church.

Yeah, life is good and we're happy but the thought of Kaiser getting off the hook still bothers me and they need to take responsibility. I have all my documentation, notes, names and dates. I feel that one day I'll get that 'day in court' until then I just hope and pray that my story will be shared with others and that they take the necessary protocols and ask questions, do your research get 2nd, 3rd even 4th opinions if needed to prevent being told you have limited choices and going through similar circumstances.

Thanks for reading.

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12:28 pm EDT
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Kaiser Permanente Ineligible for rehire

I worked for this company on and off for almost two years total in several different regions (California, Hawaii and Colorado). I was an Army spouse at the time and moved quite a bit during those two years. Always had great reviews from my managers stating what an excellent employee I was. When my husband finally got out of the military we settled down in Colorado and once again I applied for an on-call position and was hired right over the phone. That particular hiring manager ended up getting fired a week after I started due to reasons unknown. Before I was hired I was very open and honest about my availability and to the fact that I would be attending ultrasound school. My schooling is 18 months long and essentially the goal would be to work for Kaiser Permanente in that particular role once I graduated. The interim manager while I was on-call was great, very flexible and understanding. Then those of us that were on-call were moved into full-time positions and placed in different departments. The new manager knew all about my schooling and said it wouldn't be an issue because there was another girl in the department that worked part-time hours. So, with both of us in school working part-time hours it would be like having one full-time employee which would be great for the budget. Well, there was one day a week I had to be in lab for schooling, everything else was online. Suddenly, this became a huge issue even though I was getting the best QA scores with multiple certificates showing how well I was doing. After two months of working with this other manager she decided she didn't want to accommodate my school schedule anymore. Union reps became involved and did nothing to help, I was given no other option. I was told starting so and so date I would need to be there Monday - Friday from 8-5. How could it be that a company that supposedly promotes their employees continuing their education would do this to me? So, I gave my resignation and continued attending school. Obviously, I wouldn't miss class despite what the manager had said. About 5 months later I tried reapplying for another on-call job and was offered the opportunity, but it all came to a halt when I was called by my recruiter hours after my first day of orientation only to find out that I had been marked "INELIGIBLE FOR REHIRE". So the offer was rescinded and my dreams of continuing to work for this company were shattered. This incredibly spiteful manager had placed this in my file because of the days I missed during my "two week notice period" because I WAS IN SCHOOL! A terrible manager for Kaiser to have "leading" people.

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T E.2008
, US
Oct 06, 2022 2:04 pm EDT

I was let go for time issues.. never once got a write up before. I was also marked un-rehirable. I WAS TOLD I CORKS POSSIBLY WORK FOR A DIFFERENT LOCATION.. DIFFERENT COUNTY.?

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ransley46
, US
Aug 18, 2016 12:36 pm EDT

Human Resources
Policy Title: Ineligible for Rehire Policy Number: NATL.HR.041
Owner Department: Human Resources Effective Date: 4/10/14
Custodian: Chair, National HR Policy
Roundtable
Page: 1 of 4
Proprietary Information. Kaiser Permanente. All rights reserved.
1.0 Policy Statement
Any employee who is either terminated or resigns in lieu of termination for one of the reasons set forth in Section 5.1 of this policy, will be designated as Ineligible for Rehire (IFR), unless determined otherwise. In certain circumstances, employees also may be designated as IFR by agreement.
2.0 Purpose
The purpose of this policy is to establish consistent practices across the Program.
3.0 Scope/Coverage
This policy applies to all employees who are employed by any of the following entities (collectively referred to as “Kaiser Permanente”):
3.1 Kaiser Foundation Hospitals and Kaiser Foundation Health Plan, Inc. (together, KFH/HP);
3.2 KFH/HP’s subsidiaries;
3.3 The Permanente Medical Group, Inc. (TPMG) [NOTE: This policy does not apply to physicians, podiatrists or Vice Presidents of TPMG, who are covered by separate TPMG policies]; and
3.4 Southern California Permanente Medical Group (SCPMG) [NOTE: This policy does not apply to physicians of SCPMG].
4.0 Definitions
4.1 Human Resources Vice President (HRVP) -- Regional Vice President of Human Resources; or Human Resources Vice President and/or Executive Director of National functions
5.0 Provisions
5.1 The following reasons for termination (as listed in “Form 1000, Termination”, which is completed when an employee is terminated) WILL result in IFR designation, unless an exception is granted in accordance with Section 5.8:
5.1.1 Attendance
5.1.2 Compliance violation
5.1.3 Failure to pass probation
5.1.4 Falsification of records/application
5.1.5 Insubordination
5.1.6 Job abandonment
Human Resources
Policy Title: Ineligible for Rehire Policy Number: NATL.HR.041
Owner Department: Human Resources Effective Date: 4/10/14
Custodian: Chair, National HR Policy
Roundtable
Page: 2 of 4
Proprietary Information. Kaiser Permanente. All rights reserved.
5.1.7 Serious misconduct
5.1.8 Refused work assignment
5.1.9 Settlement or grievance agreement
5.1.10 Substance abuse violation
5.1.11 Unsatisfactory job performance
5.2 The following reasons for termination (as listed in “Form 1000, Termination”)
generally WILL NOT result in IFR designation (i.e., will be designated as Eligible
for Rehire or “EFR”):
5.2.1 Elimination of position [NOTE: If the employee receives a
separation/settlement agreement designating him/her as IFR for a
specific period of time, the employee’s IFR designation will be changed
to eligible after that period expires.]
5.2.2 End of temporary assignment
5.2.3 Expired/revoked license/certificate/registration
5.2.4 Failure to meet employment requirement
5.2.5 Failure to return from LOA
5.2.6 Ineligible for LOA
5.2.7 Move to Long-Term Disability
5.2.8 Unavailable for work
5.2.9 Refused to join union
5.3 An involuntary termination or resignation in lieu of termination that leads to an
IFR designation for the reasons set forth in Section 5.1 above must be supported
by the documented facts and circumstances surrounding the employee’s
departure (for example, a completed investigation that substantiates misconduct
or violation of KP policy).
5.4 The fact that an employee has made a good faith complaint of unlawful conduct,
including discrimination or harassment, will not be considered in determining the
employee’s eligibility for rehire.
5.5 Consistent with existing policy, the designation of IFR will not be disclosed to
prospective employers.
5.6 The manager, in consultation with local leadership (as applicable) and with HR,
will include the IFR designation and the reasons for that designation in the
termination letter that is presented to the employee at the time of termination.
5.7 An employee who believes that an IFR designation is discriminatory on the basis
of his/her protected group status and/or that it is retaliatory may request a
review of this decision by submitting an Internal Equal Employment Opportunity
Complaint form, provided the complaint is filed within 30 calendar days of the
employee’s termination, consistent with EEO Internal Complaint Procedure,
NATL.HR.004.
Human Resources
Policy Title: Ineligible for Rehire Policy Number: NATL.HR.041
Owner Department: Human Resources Effective Date: 4/10/14
Custodian: Chair, National HR Policy
Roundtable
Page: 3 of 4
Proprietary Information. Kaiser Permanente. All rights reserved.
5.8 If a manager seeks an exception to the general IFR/EFR designation rules in this
Section, the manager must review the circumstances with local leadership (as
applicable) and with the HR Vice President or his/her designee (or designated
committee), and request that the employee be designated as eligible for rehire.
Depending on the facts, the HRVP may determine that the employee may be
considered for rehire in the future. The HRVP may choose to designate on the
termination form, in the “Comments” section, specific parameters around which
the employee could be eligible for rehire (for example, consideration for rehire
into an individual contributor role as opposed to a manager role).
5.9 An employee who voluntarily resigns (not resignation in lieu of termination)
should not be designated as IFR without the manager first consulting with the
HR Professional assigned to the terminating employee’s department and/or the
appropriate Legal liaison counsel for the medical center or Region.
5.10 Part of the hire and rehire process in any region must include a check by
HR/Recruitment of the applicant's IFR status in both the region in question and
all other regions. Employees who are designated IFR by one region generally
should not be eligible for rehire in the same region or other regions.
5.11 If a candidate is otherwise qualified but is rejected due to IFR status, he/she will
be notified by Recruitment that the rejection is due to IFR status.
5.12 If a candidate, hiring manager, or HR professional believes an IFR status should
be re-considered, the individual submits a written request for an exception to be
reviewed by the HR Vice President or his/her designee (or designated
committee), and approved in accordance with regional processes.
5.13 If it is discovered that an employee designated as IFR is rehired without the
necessary leadership approval required by this policy, Legal should be engaged
to review the circumstances and provide guidance as to next steps.
6.0 References/Appendices
6.1 NATL.HR.11, Employment Screening
6.2 NATL.HR.13, Processing Employee Terminations
6.3 NATL.HR.004, EEO Internal Complaint Procedure
7.0 Approval
In accordance with the charter of the National HR Policy Roundtable, this policy was
approved by the following individuals representing all of the KP regions/national business
units of Kaiser Foundation Hospitals, Kaiser Foundation Health Plan, Inc., and their
subsidiaries:
 Colorado: Jerry Hartbarger, HRVP, 3/12/14
 Georgia: Dawn Bading, HRVP, 3/5/14
 Hawaii: Jean Melnikoff, HRVP, 3/3/14
 Mid-Atlantic: DeLinda Washington, HRVP, 3/3/14
Human Resources
Policy Title: Ineligible for Rehire Policy Number: NATL.HR.041
Owner Department: Human Resources Effective Date: 4/10/14
Custodian: Chair, National HR Policy
Roundtable
Page: 4 of 4
Proprietary Information. Kaiser Permanente. All rights reserved.
 Northern California: Gay Westfall, SVP HR, 2/24/14
 Northwest: Rich Smith, HRVP, 3/3/14
 Southern California: Arlene Peasnall, SVP HR, 2/26/14
 National Functions: Chuck Columbus, SVP & Chief HR Officer, 3/20/14
Policy Life History
Original Approvals Update Approvals Revision Approvals
Approval Date: 3/20/14 Approval Date: n/a Approval Date: n/a
Effective Date: 4/10/14 Effective Date: n/a Effective Date: n/a
Communicated Date: n/a Communicated Date: n/a

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Kaiser Permanente Account termination

I have just received a letter from the Customer Service Center telling me that my plan has been terminated as of a result of me not paying for the last two months. However, the issue is that the department is still not aware that I am now on Medi-Cal and has been on Medi-Cal since the beginning of last month. They are also not aware that the Santa Clara Member Services department sent them a fax stating that I had been approved to remain with Kaiser and that I have been on Medi-Cal since Feb. 1 and that if they have any further questions to please contact me.

It is obvious to me that Kaiser Customer Service Center did not receive the fax. It is also apparent to me that Kaiser is so big that one department does not communicate with another department. Or that the letter typed up by the Santa Clara Kaiser Member Services department might have sent it to another department and not to the correct place in San Diego.

Hate that the customer service department is so inapt. Very, very terrible!

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Kaiser Permanente Did not respond accurately

I never got to communicate my story accurately to to complaints staff who evaded all information that I provided and said that the procedure was necessary to perform, but they did not mention a single word about how I described the malpractice and the condition that the contracted doctor was in and the injury that he caused. My face had an abcess that needed to be removed, but he scored it wat too deep and it bled out the cartilidge in my nose and hesaid "oops!" NO EXCUSES! MY CLAIM COMPLAINT AND APPEAL WERE DENIED DUE TO FABRICATED LIES AND MISINFORMATION. JUSTICE NOW WITH THE CFPB.COM WEBSITE

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Kaiser Permanente Misdiagnosis of asthma

How do I go about getting a misdiagnosis expunged from my children’s medical records? They were diagnosed with asthma by their pediatrician. They went in with colds and congestion, sometimes wheezing, sometimes not, and based on those symptoms were diagnosed with asthma and prescribed inhalers.

I had them tested by the pulmonology department, a (PFT) Pulmonary Function Test and a (MCT) Methacholine Challenge Test. Passed both. Based on this, can I get the inhalers and the diagnosis of asthma expunged?

How do I go about getting a misdiagnosis expunged from my children's medical records? They were diagnosed with asthma by their pediatrician. They went in with colds and congestion, sometimes wheezing, sometimes not, and based on those symptoms were diagnosed with asthma and prescribed inhalers.

I had them tested by the Pulmonology Department, a (PFT) Pulmonary Function Test and a (MCT) Methacholine Challenge Test. Passed both. Based on this, can I get the inhalers and the diagnosis of asthma expunged?

One: They have been playing sports, soccer, track and football and never had breathing issues nor did they ever need an inhaler to play.
Two: They both want to go into the military and with this diagnosis and prescribed inhalers, do not meet the physical standards to enlist.

What can I do?

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Kaiser Permanente Misdiagnosis

How do I go about getting a misdiagnosis expunged from my children's medical records? They were diagnosed with asthma by their pediatrician. They went in with colds and congestion, sometimes wheezing, sometimes not, and based on those symptoms were diagnosed with asthma and prescribed inhalers.

I had them tested by the Pulmonology Department, a (PFT) Pulmonary Function Test and a (MCT) Methacholine Challenge Test. Passed both. Based on this, can I get the inhalers and the diagnosis of asthma expunged?

One: They have been playing sports, soccer, track and football and never had breathing issues nor did they ever need an inhaler to play.
Two: They both want to go into the military and with this diagnosis and prescribed inhalers, they do not meet the physical standards to enlist.

What can I do?

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Kaiser Permanente Constant billing error

I have been a Kaiser member for a year. They said they provide free annual physical check up and blood work with the PCP, and also a free mammogram annually. Last year I had to pay over $200 as patient responsibilty for the blood work since my doctor ordered many tests. For the free mammogram, they called me back two years in a row for a diagnostic mammogram (obviously I had to pay out of my own pocket due to the deductible). For the free GYN check up and free pap smear. last year, they billed me for more than $100 for the pap smear. I had to call Billing Dept numerous times and they kept saying the dr. made a mistake for dx code. Of course the dr. said she did everything correctly, I had to fight with them for several months until I finally made a trip to Member Services and had a real person to fix this billing error.

This year it happens again. I told my dr. to just order the basic blood tests for me so I don't have to pay out of my pocket. Again, they sent me EOB's (so far two, maybe more later) telling me I have to pay $86 for the blood work. I emailed my PCP who evidently said she did the coding correctly. I called and talked to several people and finally Billing Dept agreed to delete the charges, admitting that it's "billing errors" again.

Is this a scam for Kaiser or it's just the incompetancy for its Billing Dept.? How come all these "billing errors" within a short period of one year and I don't even see the doctors frequently (only for free annual check-ups). If I am not careful to check their mistakes, I will be paying for their mistakes. I wonder now much money they make every year from patients who don't check their billing mistakes and just agree to pay them?

I am thinking of switching insurance now, this is terrible if I have to fight every time when I get an EOB or bill.

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Kaiser Permanente Improper follow up

Husband was admitted to local hospital with acute Heart Attack. Treated there by Doctor who also worked for Kaiser. Husband was released with the Doctor not sure whether he still required medication for water on the lungs so Doctor decided No. Lo and behold Pneumonia ensued. Called Kaiser for followup appt and even tho a heart attack was the base of the problem No doctors available so he saw a PA. Yes pneumonia so take antibiotics and you'll improve. It didn't happen so my husband is back in ICU with the same Kaiser Cardiologist who should have made follow through steps to avoid this happening.

Hospital wanted my husband to do Cardiac Rehab straight after but with Kaiser must have a referral from their Doctor before processing the claim. Straight after with Kaiser means a 6 week wait to see a cardiologist and then keep your fingers crossed we can do the rehab.

Kaiser very disappointing in their lack of important care steps to get their members healthy and in fact it seems to keep them alive.

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Kaiser Permanente Miadiagnosis/denial of lower premium

I have been paying $800/ month on a conversion plan. I approached Kp for a lower package. Filled out all the on line application and denial package sent almost back instantly. The denied me based on four pre existing conditions. In truth all four items were issues that were all misdiagnosed. I wrote senator Dianne Feinstein, us department of health in Washington DC and California board of health. There is a website dedicated to legal action against kaiser called badnewskaiser.com. There are thousands of cases against them for wrongful death and serious malpractice. Anyone reading this will have their jaw fall slack with horror and will need a box of Kleenex to cry for all the people they injured and
Killed. Thank you for reading this.

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Kaiser Permanente Poor er dr

I am writing because I am feeling incredibly lost and feel like I have no one to help me. I have been a Kaiser for about 6 months now. I have been to the ER 5 times with abdominal pain, nausea/vomiting and/or migraine headaches. I have been diagnosed with endometriosis by surgery/biopsy.

I went to Kaiser ER on Sunset Blvd in LA in November (my 5th visit in 4 months) due to severe pain and passing out from that pain. I had been advised by a nurse and the urgent care center that I needed to be there. I went in, registered and got a room. Shortly thereafter a Dr. Gupta entered the room. He looked at me and asked me what I was doing there. I told him what was wrong and he proceeded to tell me that I shouldn't be there, that I was a drug-seeker and that he refused to treat me. I asked for a second opinion. He refused to let me see anyone else. He didn't touch me (to examine me), run any blood tests, diagnostic tests, urine tests, vitals, nothing! I cried in horror and was devastated but no one in the ER (Kaiser staff that is) would help me. I tried to ask the DR for help on what to do, he abandoned me instead. He also told me that I was crazy in the presence of other patients.They basically threw me out when security came to my room. I could barely walk but managed to get myself out of there only to collapse at home.

I was seen by a different doctor later who apologized for Kaiser's behavior (he was a Kaiser DR. but an unusual sweet and kind one at that) and prescribed me medicine to help me and gave me a plan of action.

I later requested my medical records for my own use and for complaints and found that the DR lied in them saying that I was a drug-seeker, that I became very upset when he denied me drugs, that I had taken an 'excessive' amount of drugs and that I couldn't answer his questions. He also wrote that he did a full examination. For this reason Kaiser is now charging me with $150 co-pay that I refused to pay on the day due to the fact that I wasn't treated, and was thrown out without treatment.

Right now Kaiser is denying, denying and denying. They will not help one bit, they are protecting themselves, lying to me and I feel trapped. I can't prove harm (even though I probably suffered from this, if not physically, then emotionally) and I can't prove he lied because it's his word against mine. I called the police who urged me to file a civil suit but Kaiser doesn't allow people to file a claim in court (beware of this when considering Kaiser) and their own complaints process is laughable and utterly mocking their patients.

I am currently writing a termination letter to them and I have made an appointment with my former DR (my previous network was Cedar's Sinai which has been GREAT). I have also filed a complaint against the DR with the medical board, asked for an IMR for the co-pay to be waived, called the police, written to the AMA and every other agency I can. Furthermore, I have posted on all medical sites against the DR and will now post on every forum I can about Kaiser and their horrible treatment. I am also contemplating writing a story for the papers and online news media. I know I can probably not get the DR disciplined and have a hard time being heard which is the most frustrating part. I am a little person up against this huge machine with armies or lawyers and people to fight back. If anyone else has problems, don't keep them to yourselves, the only way to get heard and Kaiser to act respectfully and treat people decently is to speak up.

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slynn1
Orange, US
Jan 08, 2014 12:05 am EST
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I do not blame you. I suffer from something similar to yours, and sometimes the attacks become so unbearable I go to the ER for help. There is some non narcotic medications that will help. One time, one doctor refused any type of pain management at all. He only offered tordial which I am allergic too. I made a complaint, and refused to pay the co-pay. Why should I pay when he left me in agonizing pain. You can drug seekers and people truly in pain by their blood pressure . That is something you cannot fake.

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Kaiser Permanente Mis-diagnosis, malpractice

My husband, Rick Virgen, had just turned 51 when he was misdiagnosed and died at Kaiser in Fontana, CA. I want to tell his story in the hopes of preventing this from happening to others and to try and get Kaiser to change the way that they treat people. I think that you will be shocked by this story.

We took my husband to Kaiser because he had pain in his side. He was diagnosed and told that he needed to have his gallbladder removed. They tried to operate but he started having other issues and they stopped the operation. We were then told he had heart problems but they didn’t know what or why. The next morning he was dead. On his death certificate they put that it was from a pulmonary embolism and liver failure from an unknown reason.

After the county performed an autopsy we learned he did die from the pulmonary embolism but also a disease called Hemochromatosis (excess iron in the blood). We later learned that the pulmonary embolism had been found by a test 13 hours before death but Kaiser never treated it!

The Hemochromatosis had been diagnosed about 10 years before, but we were never told about it and they never treated it! The treatment is a simple letting of the blood, but they didn’t bother. He didn’t have gallbladder problems or liver failure.

I learned about the Hemochromatosis when I requested a copy of his medical records. Almost every page showed “Abnormal” test results over the last 10 years. “Abnormal” was in big red letters over and over on the pages. Why hadn’t we ever been told? Why did they never treat him? I have no answers to these questions and neither does Kaiser.

My brother-in-law went to his Kaiser doctor after my husband died and asked to be tested for Hemochromatosis. He was told that he did not have the disease. He then changed his insurance. His new doctor tested him and found that he did have it. Kaiser had misdiagnosed him as well.

If all of this wasn’t bad enough, I then learned that all Kaiser patients are bound by an arbitration agreement. Even if you didn’t sign one, your employer can sign on your behalf.

Even more insulting is that under California law, the most that you can get for the wrongful death is $250, 000. Yes, that is two hundred and fifty thousand! You will then split that by approximately 40% with an attorney. That is, if you can even find an attorney to take your case. Of course, Kaiser will not want to even pay you the maximum and will try to low ball and haggle over the dollar amount. After all they are in “business” and want to protect their shareholders. I suggest they just focus on practicing good medicine!

We all hear that we need to be proactive with our healthcare. Whatever you are doing, it is not enough. Keeping appointments and asking questions is not enough. Not all doctors let you know when test results are bad. You need to ask for actual test results (get the numbers) and look into it yourself. You also need to request a copy of your medical record and read for yourself what the doctor has written. I was shocked to find information that we were never told about and comments about his personality and looks.

The system is broken. I want Kaiser to change the way they treat patients. Help me to let Kaiser know that what they are doing is not acceptable.
Please help us by doing two things:
1 Forward this on to everyone you know
2 Email me a letter for Kaiser and let them know that you don’t agree with
their business practices. Kaiser customer service does not even have an email
address! I guess they are not that concerned with providing customer service.
I have attached a sample letter if you would like to use it. I will make sure that
all letters get into Kaiser’s hands. Please email me at:
[protected]@gmail.com.

I appreciate any help you can give on this matter.

Tina Virgen and family

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Gtoremann
, US
Nov 03, 2019 4:58 pm EST

I'm sorry for the pain you had to go through. Some advise for Kaiser members: If you don't get the treatment you think you need. So ahead and have ER discharge you and, then, Walk Back In and Be Re-admitted! One of the ER staff suggested this when I had multiple episodes of racing heart and was brought to the ER by ambulance. I am now with another insurance company. I dumped Kaiser!

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1Power Tripp
San Pablo, US
May 13, 2014 5:05 am EDT

I totally understand what you and your family has went through because I dealt with a similar incident with Kaiser Northern Cal.

In 2011 while I was hospitalized my blood thinner meds were stopped. I'm on blood thinners because I had a heart valve replacement in Apr of 2010. The hospital doc ordered for the warafin to be started again the day before I was discharged. A couple of days later while laying on my couch I get this pain in my left toe and I notice a small black dot on my big toe that wasn't there before. I called the advise nurse and was told to soak my foot and keep it wrapped in warm towels. If it worsen I was told to go to the ER. I wasn't getting any relief by midnight, so my husband got our then 12 year old son out of bed, got me into the car and headed to Kaiser ER, after waiting and being examined I was sent home after being told this was due to being off the warafin for so many days but I should start to feel better in the next couple of days once the medicine gets into my system.

The pain kept coming and going and this black dot never went away. My husband kept taking back and forth to the ER FOUR times over the next few days. The pain was getting worse. One time during an ER trip I simply asked for some Morphine injection to help with the pain because my percocet was no longer helping and I was denied and sent home.

The pain to continued to worsen and became a 24 hour thing for me. I literally was screaming, it felt like my toes were on fire! Finally I was referred to a vascular surgeon who ran test. To make this long story short, I was told the worse case scenario was leg amputation. If this was treated earlier it wouldn't have gotten this bad.

The surgeon referred me to an outside Kaiser facility for hydrobearic treatment which I was to lay in a chamber for 2-1/2 hours everyday to try and save my leg. It was a very slow and painful process. I still had the pain and by this time I was put on methadone as well as percocet. Both narcotics did absolutely nothing.

Keep in mind I was also doing home hemodialysis treatments in the midst of all this. Because I couldn't walk, my husband and mother, who moved in temporary to help, had to wheel me in my grandmothers wheelchair we borrowed between rooms in our house.

Finally I woke up one morning in the middle of November and decided I just couldn't take it anymore. I had an appointment with my surgeon that day and when my mom and I arrived I told asked the doc to amputate my leg. I didn't even tell my mom beforehand.

My surgery took place the day before Thanksgiving and by this time four of my five toes had turned completely black because the tissues were dead.

In June of 2012 I had the same below the knee amputation on my right leg.

I call myself blessed because I'm came a long way from that. Tears are welling up in my eyes now as I think about how my legs could've been saved had the ER people took action that first night my husband brought me into the ER. Since then, my husband and I divorced, I lost my house because I couldn't afford it by myself. My husband put me through Hell even before this thing with my legs as he was verbally and physically abusive.

Now it's 2014. My son, who will be turning 16 in Sept. is a huge help to me. We've been in our new place we absolutely LOVE a little over two years now. I had success with prosthetics legs that no one can tell they're are prosthetics unless I tell them. I'm walking on my own, I'm driving my car with the modifications. I've been doing peritoneal dialysis for about two years which my treatments are about 9 hours and take place at night while I sleep. By morning my treatment is finished and I have full time for my days and not having to go in center 3 times a week. My son will soon be taking driving lessons because we learned he can get his permit early than the legal age because he has a disabled parent.

Yeah, life is good and we're happy but the thought of Kaiser getting off the hook still bothers me and they need to take responsibility. I have all my documentation, notes, names and dates. I feel that one day I'll get that 'day in court' until then I just hope and pray that my story will be shared with others and prevents them from having to go thorough similar circumstances.

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Kaiser Permanente This is a terrible organization

This is a terrible organization. I took my gf to the ER yesterday and the doctors and nurses didn't have a clue what the other was doing or had done. The nurse didn't even know what she had already done a few minutes before, she brought in the same supplies again, I couldn't believe it. Then, mid sentence, the doctor took a phone call on his mobile and never came back. I'm not a member and my gf is moving to PPO as soon as she can.

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Kaiser Permanente Customer Reviews Overview

Kaiser Permanente is a highly reputable healthcare provider that has received numerous positive reviews from its patients. The organization is known for its exceptional medical care, state-of-the-art facilities, and compassionate staff. Patients have praised Kaiser Permanente for its commitment to providing high-quality healthcare services that are both affordable and accessible.

One of the most significant advantages of Kaiser Permanente is its integrated healthcare system, which allows patients to receive comprehensive medical care under one roof. This means that patients can access a wide range of medical services, including primary care, specialty care, and emergency care, without having to go to multiple locations.

Kaiser Permanente has also received high marks for its patient-centered approach to healthcare. The organization places a strong emphasis on preventive care, which helps patients stay healthy and avoid serious medical conditions. Additionally, Kaiser Permanente's staff is known for their compassionate and caring approach to patient care, which helps patients feel comfortable and supported during their medical treatment.

Overall, Kaiser Permanente is a highly respected healthcare provider that has earned a reputation for providing exceptional medical care and compassionate patient support. Patients who are looking for high-quality healthcare services should consider Kaiser Permanente as a top choice.
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