Does Kaiser Permanente have a bad reputation?

Over the years the quality of care provided by Kaiser Permanente has received high marks due to a strong emphasis placed on preventative care and its integrated health delivery system. As a member of the HMO, all facets of your healthcare are organized and provided by Kaiser.

While this system of integrated care may sound optimal, in reality, Kaiser has developed a bad reputation among many of its patients. An online search of recent reviews for Kaiser by real patients reveals the depth of the problem. On a Reddit “Rants” page you’ll find a long list of patient complaints about Kaiser.

Additionally, the HMO has had disputes with its employees union, has repeatedly faced civil as well as criminal charges for the falsification of patient records, patient dumping, and the quality of care it has provided, especially in the area of mental health. 

The main complaints

Common complaints against Kaiser by patients include limiting doctor visits, long wait times in the ER, decreased accessibility to services, and limiting the number of contracted specialists. Additional patient complaints include an unwillingness among doctors to order diagnostic testing, incompetence on the part of Kaiser doctors, problems scheduling appointments, and issues with billing and payments.

Family members of individuals with mental health issues routinely complain about the difficulties involved in getting good mental health services through Kaiser, even for patients who have a recent history of self-harm and suicidal thoughts.

Unfortunately, the professional negligence in the Kaiser system has resulted in the death of some patients. Take the case of a 54 year old Northern California resident who died in March 2018 from MRSA plus pneumonia due to negligence on the part of a Kaiser doctor and nurse. The patient’s widow and children were recently awarded nearly $3 million in their medical malpractice lawsuit for wrongful death against the HMO.

Serious concerns

For minor complaints against Kaiser, you can file one by calling their Customer Service Center, sending a complaint in writing to the Member Services Correspondence Unit, or have a complaint form sent from their website to your email. However, in cases involving medical malpractice or wrongful death due to negligence on the part of a healthcare professional within the Kaiser system, it’s a much more complicated process.

Lawsuits must go through Kaiser’s binding arbitration process vs. a court of law which is a part of the agreement that a patient signs to become a member of the HMO.

To ensure the success of your claim, obtain representation from a lawyer who is experienced in all phases of Kaiser’s arbitration process. Scott S. Harris, lawyer for Kaiser Arbitration in San Diego, has years of experience negotiating fair and equitable settlements involving Kaiser Permanente and its arbitration process.