Kaiser Permanente Insurance

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Kin of Danville, CA August 6, 2009

Around May 26 received a phone call, scheduled a follow-up on previous exam, my husband, Perry was told it would be a procedure, it was not mentioned it was related to laboratory process. She did not explain what Colposcopy was.

June 01 because of previous billing experience with Kaiser, Perry called in to ask how much would the procedure be in exact amount (that meant the entire charge of the service). The person took the phone call was not able to answer by reading the computer. The she asked somebody else, and that person told her how to check and then she told Perry the charge would be 30 (she did not mention that was co-pay only). She did not mention there was laboratory fees involved. (this is the first malpractice: not enough information conveyed to patient) That 30 she said would be an oral contract for charges on the service provided to me. No addition fees should be charged.

June 02 I went to Kaiser at Walnut Creek to complete the procedure. When I left, the cashier wanted to charge 40. I told her my husband said it should be 30. Then she conceded; I paid 30. (this is the second malpractice: staff was not clear on the charges). June 28 I received a bill dated June 24, 2009 of the amount 585.

June 30 My husband logged a complaint in Kaiser's website. July 2 My husband received a phone call from Kaiser asking for detail information. During the conversation, my husband complained that the 585 was outrageous and the 30 was not a reasonable estimate of the service charge. Then the woman responded that we should call another phone number for a better estimate. We were never informed that there was such a phone number we could call. (this is the third malpractice: information hidden from patients)

Jul 08 I received another bill dated June 25, 2009 of the amount 217. July 10 Signed statement of Authorized representative, faxed to Kaiser. July 31 I received a letter dated July 28, 2009 saying the complaint was rejected.

My complaint concerns the billing of 802. That 30 the staff said would be an oral contract for charges on the service provided to me. No addition fees should be charged. To solve the problem, I would like you to waive the charges because of your inaccurate estimate on your services and unprofessional management as a reputed health service provider. If you would tell me it cost 802 before the procedure, I would not even come to receive it.

In addition, when the procedure was completed and I paid 30, the entire transaction was considered over. Kaiser should not assume I have extra 802 to spare. The 30 estimate that my husband was told was far from a good estimate. In my opinion, Kaiser, under a very unprofessional management, caused all this trouble and should be responsible for its own mistakes.

Debbie of Lake Elsinore, CA July 7, 2009

I am writing this because I think everyone should know how horrible Kaiser is. My daughter fractured her ankle on July 1st. We had to take her to a kaiser contracted hospital, they set her in a splint and said for us to follow up with kaiser for an ortho appointment. I took her to a ped. doctor the next day, they said that they would put in a referral to ortho and that it would take at least 8 days to get in. That night we had to take her back to urgent care they xrayed her again and failed to tell us where her fracture was located. I called friday the 3rd and again on July 5th to see if they can get her in sooner. They told us no because of the swelling. I told them that the swelling was down. They said go to the ER. So once again we went back to the ER. They advised me that her ankle was fractured on both sides and that ortho will be calling me with a sooner appointment. Which they did not. Mind you I have filed a complaint with them and was advised that someone would call me that day to discuss my complaint. What a shock they didn't. Meanwhile she might need surgery to set it right. All this trouble because they FAIL at everything.

Franklin of Catonsville, MD June 23, 2009

I had an appontment for 4:40 P.M. today and I was 10 mintues late and I could'nt in I had blood work done and stool work done to. I've a lot of and the Doctor was late. Now I have to wait until August to get another appointment, I can't take off from work because I have to pay bills and happy that I have a JOB but I am very dissapointed.

Diana of San Francisco, CA June 5, 2009

I went to my ob/gyn complaining about ongoing irratibility, anxiety, and depression. The doctor asked me if I wanted a birth control prescribed to me each time I went and I told him "no" that I wanted medication to treat anxiety and depression not birth control. He seemed baffled as to why I would be coming to him with my problem and asked me this. I got a referral to see Pauline Chan, which I believed was a psychiatrist. She was not a psychiatrist but a social worker and this appointment was supposed to be an assessment and this made me very upset and I became anxious and had to leave. I was never referred to anyone. A few months later I had such a bad episode with my anxiety and the depression grew that the only recourse I had was to go to the emergency room. The emergency doctor prescribed two medications, which I used in good faith for a few months but noticed no significant change. I wrote my MD stating the lack of effects of the medication and she told me that both of those meds were supposed to be a temporary fix and that I would probably need something more.

I was told to call Kaiser Psych and when I did I was told that I would have to have a triage nurse call me back to assess the situation. No one called me back that day so I called back and they told me that I had to go through Pauline Chan again. So I left a message with her to no avail. The next day a triage nurse called me and told me that I was to talk with her. I was confused and told her that was not what they told me yesterday but that I was talk with Pauline Chan.

I feel like this company/insurance does not care at all about the mental well being of their patients. I have been seeking help for 10 months from my insurer with no response. I am making an appointment to see someone else outside of my insurance as I have no faith that I will ever get to see someone within this insurance company. Is there anything I can do for all these problems with Kaiser?

LU of FAIRFIELD , CA May 13, 2009

dr jennings met with me a month ago to review paperwork to complete disability forms. he has failed to respond to phone calls, emails or faxes i have sent to him. This could result in loss of my ability to access state disability payments that could prevent the loss of my home.

ASHLEY of DULUTH, GA May 12, 2009

First and foremost I would like to caution anyone who is considering choosing Kaiser for their health insurance. I have experienced continual negligence and incompetence. The few Kaiser physicians I have encountered who are of a higher caliber seem to be leaving. I have had several instances:

-I was having bloodwork done for potentially serious issues. However to my dismay when I got the reults back I found they tested for NOTHING the doctor had ordered, but they did manage to test for my blood type...despite already being entirely aware I am type A positive. The person drawing my blood at the time it was taken had a pretty poor attitude and said with exasperation "great, no veins!" as if I'd intentionally made it difficult for them to draw my blood. And despite the countless times I've had blood drawn I've NEVER experienced bruising like this time. Eventually they got it right though.

- I've been having pain in my lower abdomen, going on five months now and no one is helping me. They keep telling me it is just a muscle even while I'm protesting I feel the presence of SOMETHING on my side. One of the good docs I met with referred me to have pelvic and abdominal ultrasounds. She made it a point to tell me to ensure they do the abdominal ((inference there is that she's fully aware her orders are often not followed)). Well I made sure they physically did the abdominal and received test results for both as negative. Two months later and the doc I'm seeing this time tells me they never even did the abdominal ultrasound, despite me getting negative test results back! Upon finally realizing they didn't do what was asked ((yet again)) the doc had me get an MRI done. I've yet to receive the results. The day it was done the technician performing my MRI gave me a picture CD of the procedure. She then advised me that, "your Kaiser doctor doesn't necessarily need to see these, but just keep them for your records in the future." So we'll see if the MRI was also futile as I don't expect anything fruitful to come of this either--much less expect a test result ((and forget about it being accurate!))

I could go on to talk about how rude and dismissive some of these doctors have been, or the countless others' horror stories I've heard from others. Even my eye doctor who is now in private practice was once employed by Kaiser and even she was speaking of how lousy they are. I am not one to complain BUT your health is priceless. So you'd expect those you entrust with it know ((or even care)) what they're doing. I am praying whatever my mystery ailment is doesn't get worse before open enrollment, as I am undoubtedly switching insurance companies asap!! For the safety and peace of mind for your loved ones and yourself DO NOT CHOOSE KAISER PERMANENTE if you have any other options. It may end up saving your life.

Mayra Suyapa Marroquin of El Sobrante, CA April 21, 2009

On November 22, 2008 I was attacked by an armed burglar while in my home. He beat me while I tried to escape. After talking to the police I decided to go to the nearest Emergency Room to be seen just to make sure I was alright. I went to the ER at Kaiser in Richmond, CA because my husband had insurance with kaiser through his employer. Upon registering I was told that the cost of the visit was 180. I began crying because I felt I should not have to pay so much after paying monthly dues and being the victim of a crime. The woman at the front desk told me that I did not have to pay the amount right then if I didn't want to (but she told me not to mention that she had informed me of this right). I thanked her and asked to be billed.

I waited to be seen in the waiting room, I was called in by the nurse, told to wait for the doctor, I waited about 5 min., and the doctor came in. He asked me what had happened and then examined me for about 10-15min. after which he decided I was fine, but that my neck and face might begin to hurt later since I was still in shock. He prescribed me vicotin and ibuprofen and I paid for these at the pharmacy. I never received a bill until January 2009 and I am now being billed in the amount of 720 (530 being paid by insurance). This makes the total for my 15 minute check-up 1250! (and I cried when I thought I had to pay 180).

I called in January regarding the first bill, and was told that there had been a huge billing error on services rendered between November 18-30, 2008. I was told that a supervisor would contact me or my mother (since I had moved abroad in December). No one ever called and this week my mother informed me that the same bill arrived again. I called today and spoke with Marie at the 800 number I gave above. Marie explained that it was no mistake, that the cost of my visit to the ER that day was 1250, of which I am responsible for 720. She said there is a 180 deposit for being seen and that the rest is for the cost of lab tests, x-rays, etc.

I told her this was excessive and ridiculous, especially since I am insured, am the victim of a crime, and I never received any lab tests, xrays, bood transfusions, IVs, nothing, just 15 minutes with a doctor. She told me she would file a complaint on my behalf stating that I thought the charges are excessive for the services I actually used that day in 15 minutes. I have no idea how to confront this situation, but I feel I am being robbed. I left the U.S. and moved to Spain in order to avoid this sort of health insurance fiasco. The irony is that one month before leaving I was attacked, and as the victim of crime I have no right to emergency room services even after having paid for health insurance.

I have been very stressed and concerned regarding this matter and I am scared that I will lose this battle and the amount due will remain the same. I am unemployed because I cannot legally work in Spain and my husband and I do not have this money.

Bambi of Davis, CA April 8, 2009

I did the online quit smoking plan and then requested a rx for patches & gum from Dr. C. Her office called me last week saying the rx was @ Davis pharmacy but I had to bring in my 'certificate' that I took the class. I took it in yesterday and Joel told me there was no rx from the dr. like they called and told me there was, but I showed him my 9 page plan from online anyway.

Today, I called again to the dr. for the rx that should've been there as stated, now they are telling me I need to go back into the pharmacy with my 'certificate'. I called and they even talked to Joel who still says they need to see it again. I have spent a total of 5 phone calls and 1.5 hrs on the phone & gas & time in the rain to drive there once. They need to mail me my rx as I have requested.

Why doesn't Kaiser know that I took THEIR class on THEIR website and why don't they have the rx there when THEY called me to say they do? And why should I have to go back when I already went and waited in a LONG line yesterday and due to THEIR mistake, I am supposed to continue being PUT OUT? And why do they all keep telling me to bring in my 'certificate' which is confusing to a patient, when they should call it the 'multiple page quit smoking plan?' All of this is a HUGE inconvenience of my day and time and A LOT of UNDUE stress by the very crew that should be my support. I don't want some lame response telling me to go in again. I want my rx mailed to me now for all I have been through and for doing my part ALREADY! It is time for KAISER to do their part!

Undue stress, loss of time from work, loss of money on gas, spent time in the rain, long lines, etc.

Kin of Danville, CA April 1, 2009

I write to file a complaint on Kaiser Permanente's billing service. I enrolled in Kaiser's health care plan until the end of September 2008. Here are all the incidents I complain on their service. I have enrolled in Kaiser's health care service since Jan 2008. Then my husband covers us (me and my son) under his employer's insurance starting October 2008. In August 2008, I called Kaiser and told them to terminate my service in October 2008 and they said they would do that. But then after October 2008, I received bills for October 2008 and then also other statements to collect the fee. I sent them letters. None was processed.

In June, my son received medical service in Swedish Family Medicine (SFM) located in Seattle. Then I was billed by Kaiser the amount of 165 because SFM charged Kaiser 165. I sent a check to Kaiser. But then even after a few months, SFM billed me. Obviosuly Kaiser did not pay SFM. Then months after June, Kaiser sent me a letter saying I only have to pay 143 because 22 is covered by my medical plan. So Kaiser owed me 22.

I sent 2 letters to Kaiser customer service to settle this. I got no reply but bills. I still get a bill from SFM dated Jan 18. 2009; and a bill from USCB (a collecting agent) for a balance of 24. I am not sure how 24 comes up but I consider this is a harassment that Kaiser initiates. I condemn Kaiser for all its irresponsible doing and harassment to me, and disclosing my personal information to collecting agent.

In February i received a letter from Kaiser saying the case is followed up by some representative from kaiser. Then I corresponded with him , trying to resolve the matter. He went back to me saying Swedish Family got my money and said this case could be closed. Then I called Swedish, they said Kaiser still keep the money. Then I faxed the guy in Kaiser asking him not to close the case, and also my money back. He had never responded after that.

22. Private information disclosed.

Marolyn of Beltsville, MD March 28, 2009

Went to see Orthopedics about two tears I had felt in the shoulder, December 2006. Since x-rays did not reveal a tear the doctor insisted I did not have a tear, gave me a shot and sent me on my way. (Did not think that getting an MRI was possible with Kaiser.) Went to 4 sessions of physical therapy, but on my 4th session they would not treat me because of swelling. Managed to get the pain to a managable level, thanks to the exercises I had been shown.

February 2008 found out that an MRI was available, which I got for the left shoulder. Went back into physical therapy for the left shoulder, but the exercises caused the right shoulder to act up again. Requested MRI for right shoulder, June 2008, and HUGE tear was noticed. Doctor stated it could not be repaired. Received extensive physical therapy. The exercises take me 3 hours to do every night. Shall always wonder if the tear could have been repaired, had not the doctor refused to believe there was a tear.

Was not told the REASON(s) for the daily exercises, and slacked off when I came down with a sinus infection. When I went back to the exercises, my right arm/shoulder had started freezing up, and I had horrible pain in the bicipitual muscles. Went to see another specialist, and was told the shoulder tear was pulling on the other muscles in my arm, which has extended down into my elbow, wrist, hand, and lower arm. Life will never be the same as I once knew it. I'll never be able to take another plane trip because of being unable to handle luggage, I also have to ice for an hour in the evening and another hour in the morning. Thank you.

Member Services has stated this would be looked into, but have mostly just been ignoring what has happened. The tear was not bad enough to need a shoulder replacement, but the pain is enough to make me miserable (have to use stinky pain creams several times a day). Occasionally I manage to get some pain relief though a TENS unit, which the first doctor did prescribe for me. I plan on switching to Blue Cross during the next Open Season (allowed to do this as a Government employee), which of course will cost more money. Just wish that doctors would take more time to listen to their patients.

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