Business Profile

Clinic

Kaiser Permanente of Washington

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Complaints

This profile includes complaints for Kaiser Permanente of Washington's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

32 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since I had covid in February 2025 I have had numerous changes in my health. I have had blood work come bad extremely abnormal with no answers from my *** I have had heart palpitations with no testing to find out what is happening. My blood sugars have increased to over ******* no answer from *** I requested to try ******* but it was denied because they say I must try a more expensive medication first. I can not talk to anyone in the *** and when I talk to members service all I hear is "IM SORRY"
Business Response
Date: 04/22/2025
Dear Better Business Bureau (BBB),

Thank you for your notice about a concern brought to your office by the individual named in your letter dated April 17,2025.

Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB. Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility,we will forward this complaint to Member Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.
Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.

If the individual named in the complaint wants assistance in the meantime, they can alternatively reach *************** by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.

Sincerely,
****** F
Member Relations Coordinator
Coverage provided by Kaiser Foundation Health Plan of Washington Options, Inc.
Customer Answer
Date: 04/22/2025

Complaint: 23217470

I am rejecting this response because:

Sincerely,

***** ********
Initial Complaint
Date:03/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Honestly Ive had enough. This company changed hands. They are beyond terrible. I needed new insurance. After filling out all the paperwork they te enrolled themselves twice and bumped my new insurance. At the end of the month the hca got all the paperwork ready for Kaiser to stop Dec. 31 by law and letters were sent out. They didnt, they went into January and I was charged two premiums. One new insurance and them, they shorted my paycheck 188 dollars. Were supposed to reimburse me. They lied to the *** and said they had, started getting random ridiculous in itemized bills for November for a pharmacy o dont go to. From an account Ive never had. I use another Kaiser pharmacy with excellent detailed invoices and always pay monthly by check, since 20 20 Ive never had a bill. I will admit o picked up 2 prescriptions which I paid cash for, o keep getting bills, o keep settling them. O got one yesterday got 197$ . Got a bunch of ********************** one week intervals. I called and screamed at them to leave me alone. Now this bill is under review, we all know how that will come out, these bills are made up fraud, this whole company is made up fraud, contrary to their belief I am not a rich American. I am a retired sp, education teacher with a disability and a chronic disease. Dealing with Kaiser has shortened my life. This is absolutely true, o have grandchildren, if we all get together we can have them tossed out of pebb and ******** pull their contract. Im sure neither one of these entities dedicated to helping seniors want to be associated with this, I had to cancel Christmas twice. Im deadly serious. Forward your complaints to ******** and pebb, get a broker and a different insurance company, this is not me bein spiteful, its me looking out for you, sincerely
Business Response
Date: 04/01/2025
Dear Better Business Bureau (BBB),
Thank you for your notice about a concern brought to your office by the individual named in your letter dated March 29, 2025.
Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB. Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility, we will forward this complaint to Member Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.
Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.
If the individual named in the complaint wants assistance in the meantime, they can alternatively reach *************** by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.
Sincerely,
***** *.
Member Relations Coordinator
Initial Complaint
Date:02/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint regarding misinformation, improper billing, and lack of resolution with my case. The details are as follows:1.Misinformation About In-Network Status: On July 31, 2024, I visited Kaiser Permanente *********** ************ for a knee abrasion. I asked if the facility was in-network under my insurance, and the front desk confirmed it was.2.Unjustified High Billing and Insurance Denial: After paying a $44.30 bill on September 17, 2024, I received additional bills totaling over $500. My insurance company informed me that Kaiser Permanente was out-of-network, contrary to what I was told. The $44.30 payment was also not reflected in my insurance's Explanation of Benefits (EOB), raising concerns about Kaisers billing practices.3.Direction to File a Complaint: I contacted the billing office, and the manager instructed me to file a formal complaint via your website, which I did on December 9, 2024. The case number is ******** 4.Lack of Response: Despite an acknowledgment from Kaiser Permanente, I have not received any updates after over two months of waiting. I proposed paying the disallowed portion of the bill if processed as in-network per my insurances EOB.5.Unjust Threat of Collections: Rather than addressing my complaint, I received a letter threatening to send my bill to collections if not paid immediately. This is unacceptable, as the billing issue stemmed from misinformation provided by your staff.6.Failure to Take Responsibility: Kaisers failure to resolve the issue and its aggressive collection notice are unprofessional and unfair. I am escalating this to the Better Business Bureau (BBB) and expect immediate corrective action.Proposed Solutions:Cease collection actions until a fair resolution is reached.Adjust the bill to reflect in-network pricing of $142.83, per my insurances EOB.Provide a written response regarding the findings of your investigation and the misinformation given by the front desk.
Business Response
Date: 02/18/2025
Dear ******* H,

Thank you for your email received on February, 18, 2025,about a concern brought to your office by our member. We do appreciate you bringing this to our attention for awareness as our goal is to create an excellent member experience. We have forwarded this issue to our ******************** who will provide the resolution directly to them at the conclusion of the review.

We appreciate the opportunity to review these concerns.Should you have any questions about this response, please let me know or call me directly at ************, Monday through Friday from 8 a.m. to 5 p.m.

Sincerely,

****** ****** (She/Her)
Coordinator

Kaiser Permanente Health Plan of Washington
Health ********************** Member Relations
Health Plan Operations

******************** Main Line: **************
Direct Line: ************
CDS: 630-1899
E-mail: **********************

Kaiser Foundation Health Plan of Washington Options, Inc
Initial Complaint
Date:12/11/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a lab test done on July 16, 2024 which was preformed at a lab in Federal Way Washington. This lab was ordered by my doctor at Kaiser 3 months prior and I was informed that the timing of the lab was paramount to the accuracy of the test. My complaint is that I believe that the price of this procedure ($1,055.55) is way too high, I was not informed of this price before I had the procedure done. This test was done in an a unfortunate time where I had a lapse of medical coverage. I had acquired a new job and my I did not qualify for coverage from Washington Apple Health as I previous had as of June 2024. I contacted Washington Health Plan Finder to get private coverage through Kaiser and was approved of coverage starting July 2024. I contacted both Kaiser and Washington Health Plan finder to find out how to pay my premiums so that I could complete enrollment of my coverage. I was given conflicting information from both parties and was told that I would receive a bill through Kaiser's member services web portal. The month of July went by and I received no bill and my enrollment for health insurance was rescinded. I contacted Kaiser and was told that I was denied of Coverage for lack of payment. I told them there was a miscommunication and that I never received a bill. It appeared that I had to sign into a separate we portal that I was not aware of. After almost 2 month of fighting with Kaiser and communicating with Washington Health Plan Finder, I was finally able to get health insurance but they would only give it to me for the month of August onward. This made this specific bill not covered by any health insurance. Neither Kaiser or Washington Health Plan Finder will allow me to retroactively pay for and have insurance for the month of July. Additionally, upon researching the price for the procedure under Washington State Health ************** is estimated to be $13.38. For these reasons I feel that I am being unfairly overcharged.
Business Response
Date: 12/12/2024
Dear Better Business Bureau (BBB),
Thank you for your notice about a concern brought to your office by the individual named in your letter dated December 12, 2024.
Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB.Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility,we will forward this complaint to Member Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.
Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.
If the individual named in the complaint wants assistance in the meantime, they can alternatively reach *************** by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.
Sincerely,
******* L
Member Relations Coordinator
Coverage provided by Kaiser Foundation Health Plan of Washington or Kaiser Foundation Health Plan of Washington Options, Inc.
Customer Answer
Date: 12/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this moment. They have reached out and told me they would contact me within 30 days to follow up on this complaint. After this I will either not be contacting the Better Business Bureau and this situation will be closed, or I will reach back out to continue my complaint.

Sincerely,

******* *******
Initial Complaint
Date:10/21/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB Team,I am filing a complaint against Kaiser Permanente regarding an administrative error that has left me without health insurance coverage. The issue stems from my transition from employer-sponsored coverage to a new Marketplace ******* June 2024, I lost my employer-sponsored coverage with *********, a *******-based non-profit. Upon termination, ********* assured me that my insurance coverage would remain active until July 31st. However, it was canceled prematurely on July 1st. As a result, I signed up for a new Marketplace plan with Kaiser Permanente, the same provider as my previous policy.Unfortunately, my new policy was issued under the same group number as my previous employer-sponsored plan. This administrative error has caused significant confusion:Despite enrolling in the new plan, I have not received any information on how or where to pay my premium.The policy has since been canceled due to non-payment, despite my efforts to resolve the issue with Kaiser Permanente.I believe this overlap with my previous employer's plan may be the source of the problem. I have contacted Kaiser Permanente multiple times, but I have received no assistance or resolution. This ongoing issue has prevented me from accessing critical healthcare services, causing both financial and emotional distress.I am requesting that Kaiser Permanente urgently investigate this administrative error, issue a corrected group number for my Marketplace plan, and reinstate my policy with the proper premium payment information. I appreciate any assistance the BBB can provide to ensure this matter is resolved promptly and that my health insurance coverage is reinstated.Thank you for your time and support.****
Business Response
Date: 10/25/2024
Thank you for your notice about a concern brought to your office by the individual named in your letter dated October 21, 2024.
Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB. Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility, we will forward this complaint to Member Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.
Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.
If the individual named in the complaint wants assistance in the meantime, they can alternatively reach *************** by phone at **************, Monday through Friday from 8 a.m. to 5 p.m.
Sincerely,
******* *.
Member Relations Coordinator
Customer Answer
Date: 10/25/2024
Dear Kaiser Permanente Team,

I am disappointed with your response regarding my complaint (Case #CAS-1190321-B32D00). While I appreciate your acknowledgment of the issue, the actions taken so far are insufficient and have only added confusion to an already unacceptable situation.

I reject your response - and below are the reasons why.

Despite my attempts to clarify and resolve this matter, I continue to receive contradictory information:
*Policy Status: Your correspondence through the BBB and my direct communications have not clarified whether my current health insurance policy is active or inactive. I require an immediate and clear answer regarding my coverage status.
*Administrative Errors: It is evident that my policy was incorrectly set up with the same group number as my former employers plan. This is a serious error on Kaiser Permanentes end, yet there has been no clear plan or timeline for correction.
*Lack of Communication: I was never informed about any requirement for "necessary qualifying documents" as indicated in your recent message. I have not received any prior communication outlining what was needed or where to submit such documents. This lack of proactive communication is unacceptable and has contributed to the delay in reinstating my coverage.

I urge you to expedite the correction of this error and provide a comprehensive, clear update on the status of my policy.

I also need a specific action plan detailing the steps Kaiser Permanente is taking to resolve this and ensure that my coverage remains intact. If this is not resolved promptly, I will escalate the matter further through regulatory bodies and additional consumer protection channels.

I look forward to your swift response.
****
Initial Complaint
Date:10/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife visited a doctor on 9/12 where the doctor decided to discontinue taking ******* and switch to another eyedrops. However, a couple of weeks later we received a refill for *******, I believe it was sent by mistake since it was already discontinued. Visited Kaiser pharmacy in ******* and they advised they can't take it back because the mailing package was opened and they can't issue a refund. Tried to chat and call Kaiser, was referred to another department a few times, ending up with Pharmacy ********'s a minor thing, but I don't see what I did wrong to be charged for the refill that the doctor said to stop using.
Business Response
Date: 10/07/2024
Dear Jessica H,

Thank you for your email received on October, 03, 2024, about a concern brought to your office by our member. We do appreciate you bringing this to our attention for awareness as our goal is to create an excellent member experience. We have forwarded this issue to our Grievance Department who will provide the resolution directly to them at the conclusion of the review.

We appreciate the opportunity to review these concerns. Should you have any questions about this response, please let me know or call me directly at 206-630-1899, Monday through Friday from 8 a.m. to 5 p.m.

Sincerely,
Amanda Bowers (She/Her)
Coordinator, Member Relations
Appeals and Grievance – Washington
Health Plan Member Services
Coverage provided by Kaiser Foundation Health Plan of Washington or Kaiser Foundation Health Plan of Washington Options, Inc
Initial Complaint
Date:10/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have called the numbers for patient financial services as directed to get a copy of an EOB to submit to my *** account for reimbursement. I have called 6 times and still not recieved this. I am dumbfounded that a copy of an eob would take 2 to 3 days to recieve to begin with. I work for an administration office and i can send this over to a member wihtin 20 minutes. Not only that it has now been 6 days and I still have not recieved. I called again today to speak with a supervisor and was on a hold for over 52 minutes. I asked where there location was and was told the phillipines. i am so incredibly frustrated by the disconnect Kaiser Permanente shows with everything they do i will be leaving during open enrollment.
Business Response
Date: 10/10/2024
Dear Jessica H,

Thank you for your email received on October 2, 2024, about a concern brought to your office by our member. We do appreciate you bringing this to our attention for awareness as our goal is to create an excellent member experience. We have forwarded this issue to our Grievance Department who will provide the resolution directly to them at the conclusion of the review.

We appreciate the opportunity to review these concerns. Should you have any questions about this response, please let me know or call me directly at 206-630-4748, Monday through Friday from 8 a.m. to 5 p.m.
Sincerely,

Stevie Fraser (She/They/It)
Coordinator, Member Relations
Appeals and Grievance - Washington
National Health Plan

Kaiser Foundation Health Plan of Washington
2715 Naches Ave. SW
Renton, WA 98057
Grievance Department Main Line: 1-877-828-4509
CDS: 8-954-4748
Direct Line: 206-630-4748
E-mail: [email protected]
www.kp.org/wa

Coverage provided by Kaiser Foundation Health Plan of Washington
Initial Complaint
Date:09/16/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Signed up for ***** for me and my family via the ** healthcare marketplace. I was told that I needed to pay the premium before my policy start date. I called 6 times and their system disconnected me each time. Then, I tried to get a callback but ***** called me and didn't have access to Washington State. I also tried to pay the initial premium online and that failed as well. so far, I have not been able to get in touch with anyone from Kaiser **. The Kaiser California folks tried but couldn't get anyone either. I'm very frustrated and concerned we will not have benefits come October 1st. HELP!
Business Response
Date: 09/19/2024
Hello,
Thank you for forwarding this complaint for our review. This complaint will be processed as a standard grievance will be resolved directly with the consumer.
Thank you,
***** *.
Grievance Coordinator
Member Relations Health Plan Administration

Kaiser Permanente Health Plan of Washington
Health Plan Product, Service and Administration
***********************************
Coverage provided by Kaiser Foundation Health Plan of Washington or Kaiser Foundation Health Plan of Washington Options, ****
NOTICE TO RECIPIENT: If you are not the intended recipient of this e-mail,you are prohibited from sharing, copying, or otherwise using or disclosing its contents.
If you have received this e-mail in error, please notify the sender immediately by reply e-mail and permanently delete this e-mail and any attachments without reading, forwarding or saving them. v.173.295 Thank you.
Customer Answer
Date: 09/19/2024

Complaint: 22294671

I am rejecting this response because I still have not received a response from Kaiser directly and my benefits are supposed to start in 10 days and I still cant make the initial premium payment. My cobra ends 9/30 so I need this fixed asap! I spent three hours trying to get through to Kaiser Washington with no results. I also submitted the documentation for the special enrollment and didnt get a response. So far, Kaiser Washington has been terrible to deal with to get setup.

Sincerely,

***** *****
Business Response
Date: 10/03/2024
Hello,
Please see attached as response was submitted on September 19, 2024.
Please let me know if you have any additional questions.
Thank you,

**** *.
Initial Complaint
Date:09/16/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kaiser Permanente has never been able to fix my account in order to access anything on their web site or app. It's been over two months. When I try to get on a waitlist for an appointment, the clinic tells me that the notification is through the app which I cannot access. With everything being ONLINE, they are denying me access to my own health care. I've talked to their web support weekly. All they do is tell me the same "troubleshooting" steps and tell me that a ticket has been escalated. When I ask someone else about the escalated ticket, they tell me that the status is marked complete.
Business Response
Date: 09/17/2024
Re: Complaint ID # ********

Dear Resolutions Specialist:

Thank you for your notice about a concern brought to your office by our member on September 17, 2024.

Due to privacy reasons, we are unable to address any individuals complaint in detail through correspondence with the BBB.Therefore, this response is acknowledgement that we are in receipt of this concern. We will forward this complaint to Member Relations to investigate and provide resolution. Upon completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.

Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received services at a Kaiser Permanente facility or through our health plans.Thank you for your partnership.

If the individual needs assistance in the meantime, they can reach *************** by phone at ************** or by email at ********************* Monday through Friday, from 8 a.m. to 5 p.m.

Sincerely,

******* L
Member Relations Coordinator
WA ************ Grievance Operations

Coverage provided by Kaiser Foundation Health Plan of Washington or Kaiser Foundation Health Plan of Washington Options, ****
Customer Answer
Date: 09/23/2024

Complaint: 22294302

I am rejecting this response because:
there is no third party to complain to for a resolution. Anytime I call or email Kaiser your company just refers me to web support. THE web support that cant fix my problem.

Sincerely,

**** ******
Business Response
Date: 09/30/2024
Complaint # ********
Due to privacy reasons, we are unable to respond to the complaint through this method. We previously opened a formal grievance for our member, and we will respond to her directly once the investigation has completed.
Initial Complaint
Date:09/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am reporting a major HIPAA & civil rights violation and a billing error. I have a ******** Advantage Plan through Kaiser Permanente. On July 23, 2024, during a phone appointment with my primary care provider, it was discovered that my personal patient records had been merged with another patient in *******,Some of these records are in a Care Everywhere Chart, which I was denied access to in writing by Kaiser. The portion of my records, which I accessed through my chart with Kaiser, also revealed five MRI reports in my file as well as a referral that were not mine.I have made several attempts to resolve this with Kaiser. During an in-office visit with my primary care provider on August 19, 2024, I sat down with the ************** Administrator who assured me that he had resolved this issue. But I then discovered my Care Everywhere records from 2020 on had been erased.I was referred to the Health ****************************** She assured me she would correct the co-mingled medical records. In a follow-up conversation with the Health ***************************** on Friday, August 23, 2024, I was able to determine that the mistaken MRI ****************** had been removed from my private records. However, the medical records in my Care Everywhere Chart that had been erased had not been recovered and restored.I contacted MultiCare and Catholic Health Net on September 2, 2024 in an attempt to find my missing Care Everywhere medical records. I discovered a medical bill with Multicare for $456, which is itemized as treatment at ******** Health in ******************, *****. I have never received treatment there, and this bill apparently belongs to the other **** *****. But, I am listed as the person responsible for payment with the bill listing my name and personal mailing address as the responsible party.A major mistake could be made in the medical treatment of me or the other person with the same name based on these faulty & incorrect medical records.
Business Response
Date: 09/12/2024
Dear Better Business Bureau (BBB),
Thank you for your notice about a concern brought to your office by the individual named in your letter dated September 10, 2024
Due to privacy reasons, we are unable to address any individual’s complaint in detail through correspondence with the BBB. Therefore, this response is acknowledgement that we are in receipt of this concern. If this individual received services at a Kaiser Permanente facility, we will forward this complaint to Member Relations to investigate and provide resolution. Upon the completion of the investigation, we will contact the individual directly by letter with the outcome within 30 days.
Our mission is to offer care and service of the highest quality, and we appreciate your dedication to helping individuals who may have received care at our facilities or through our plans. Thank you for your partnership.
If the individual named in the complaint wants assistance in the meantime, they can alternatively reach Member Services by phone at 1-888-901-4636, Monday through Friday from 8 a.m. to 5 p.m.

Sincerely,

Christine J
Member Relations Coordinator
Customer Answer
Date: 09/12/2024

Complaint: 22242520

I am rejecting this response because: I have already contacted Member Services at Kaiser. They were the first department at Kaiser I reached out to for help. They were no help whatsoever. After weeks of trying to resolve this, it is still not resolved. This issue now involves several HIPAA violations.

Sincerely,

Judith Jones
Business Response
Date: 10/08/2024
Thank you for your email received on October 3, 2024, about a concern brought to your office by our member. We do appreciate you bringing this to our attention for awareness as our goal is to create an excellent member experience. We are currently working to address this issue with our member through our Grievance Process and will respond directly to them at the conclusion of the review.

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