ComplaintsforKaiser Permanente

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband signed up for a Kaiser Permanente plan through Connect for Health Colorado. Since the Connect for Health ******** account is under my name, Kaiser Permanente originally reached out to my husband through my email and phone number. When this happened, I reached out to Kaiser Permanente to let them know and requested they change his account information to my husband's phone number and email address. I kept getting messages from Kaiser Permanente about my husband's plan (I have ********* not a Kaiser Permanente account) through my email and phone number, and repeatedly changed the information in his account and was assured by representatives that I would no longer receive messages from them. My husband reached out through his online account and sent messages requesting the same, again told over and over that the contact information was changed. To this day, I continue to receive emails meant for my husband about his account, although the phone calls and text messages have stopped. This is a really serious matter. Although he is fine with me getting messages for him, this shows that Kaiser Permanente does not respect his HIPAA rights, as they continue to share his account information with someone other than him despite his requests to stop this.

  

  Business response

  10/02/2023

  We will communicate directly with the complainant. 

   

  Thanks 

  

  Business response

  10/02/2023

  Hi ********* - I've forwarded your complaint to our compliance department and someone will get back with you. 

   

  Thanks for bringing this to our attention - 

   

  Customer response

  10/13/2023

  Hello, 

   

   I'm not sure what information you got that led you to think this has been resolved, as it certainly hasn't! All I sent was the required paperwork to continue looking into the case, but I am still very much hoping for help resolving this issue. Please confirm that this complaint will be reopened. 

   

  Thank you

  

  Business response

  10/13/2023

  This complain is not closed on the ** side of things. The BBB closed it, not KP. 

  Customer response

  10/13/2023

  Thank you. I was under the impression you didn't need anything further from me, as I submitted the required paperwork and did not receive any further requests. Please let me know if there is anything else you need from me. Thank you.

  

  Business response

  10/13/2023

  Thanks and let me know if your issue is not resolved - ********************* ************

  Customer response

  10/13/2023

  The response from the business is not included in the message, so I am not sure whether to accept or reject it. Can you provide their response?

  Customer response

  10/13/2023

  Complaint: 20644444
  
  I am rejecting this response because: It should not be my responsibility to reach out to the business. I have had no communication from them or efforts to solve this issue. We have promptly provided all necessary paperwork and yet I am still receiving emails meant for my husband from Kaiser Permanente. 
  
  Regards,
  
  ***********************************

  

  Business response

  10/16/2023

  Hi - I've sent your request along to the appropriate department and asked them, again, to let you know when your email is removed from your husband's account. 

  Customer response

  10/30/2023

  I would like to have this re-opened--I didn't respond because I was waiting for confirmation from Kaiser Permanente that I have not received. I would like to keep this claim open until I hear from them. Thank you. 

  

  Business response

  10/30/2023

  Hi - Member will be communicated with directly. 

   

  Thank you - ****

  Customer response

  10/31/2023

  Complaint: 20644444
  
  I am rejecting this response because: It has been a while since I filed this complaint, and the only response I have received from Kaiser Permanente beyond the response written here is that my claim has been seen. I would like someone to reach out to me directly, as I have been promised multiple times in the past that this issue would be resolved and it hasn't been. 
  
  Regards,
  
  ***********************************

  

  Business response

  10/31/2023

  Hi - I have escalated this request several times and have been notified that they have outreached to you - please see below:

  Hi **** and ****,
  
  The Appointment of Representative form was received today at 12:30pm. With the required documentation now received we can proceed with the grievance. The acknowledgment letter will be sent out to ******************** informing her it could take up to 30 days to resolve this issue. Please let me know if you have any questions.
  
  Thank you,
  Marcanthony 

   

  As it says, it could take up to 30 days. 

  Thank you - ****

  

  Business response

  10/31/2023

  Hi - I have escalated this request several times and have been notified that they have outreached to you - please see below:

  Hi **** and ****,
  
  The Appointment of Representative form was received today at 12:30pm. With the required documentation now received we can proceed with the grievance. The acknowledgment letter will be sent out to ******************** informing her it could take up to 30 days to resolve this issue. Please let me know if you have any questions.
  
  Thank you,
  Marcanthony 

   

  As it says, it could take up to 30 days. 

  Thank you - ****

  Customer response

  12/01/2023

  Hello,

  I would like to reopen this claim. It has been more than the one month promised and I am still receiving emails meant for my husband and no one from Kaiser Permanente has reached out beyond notifying me they received my complaint. This seems like a pretty serious potential HIPPA violation to me! 

  

  Business response

  12/04/2023

  Hi **********************'ve sent this most recent complaint to member services and asked them for an update. 

   

  Thank you - 

  *********************

  

  Business response

  12/04/2023

  Hi ********* - Please see attached letter that was sent to you regarding this issue. Also, I've copied in what ******* Services just sent me:

  The member must contact Connect for Health ******** to update the demographics information that they submitted to C4, or even update their demographics online with C4  This will update the C4 system and an EDI update file will be sent to us that will update SLP, with no manual involvement at all.  There is no KP error but our systems process what we receive from the Exchange and we must align accordingly. 

   

  Please let me know if you have further questions - 

  ****

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