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Kaiser Patient Stories

Patients and Clinicians Report Problems at Kaiser

Published Wednesday, December 18, 2019

The state agency that oversees Kaiser Permanente warned Kaiser on Tuesday that it must meet state standards for providing timely access to mental health care during this week’s strike. The Department of Managed Health Care (DMHC) also invited anyone who had a mental health appointment inappropriately rescheduled this week to call the agency’s help-line at 1-888-466-2219.

NUHW is encouraging Kaiser patients who have suffered from inadequate access to mental health care at any time (not just this week) to call the DMHC helpline. Clinicians who believe Kaiser offers its members inadequate access to mental health can also call.
After listening to several recordings, those who call will eventually be given the option to press zero to talk to an agent. The DMHC agents are able to initiate an informal dispute resolution process with Kaiser while the caller is still on the phone.  If that fails, the DMHC agent will explain that people must file a complaint with Kaiser before filing a complaint with the Department of Managed Health Care.  The agent will transfer callers to a Kaiser staff member who will file an expedited grievance on your behalf.
Every step patients and clinicians take to document problems at Kaiser makes the Department of Managed Health Care more aware, and more likely to do something about them.