Kaiser Permanente Olympia Medical Center

New member as of 1-1-18 and already have buyer's remorse. Took approximately 17 days to transfer my prescriptions into Kaiser from a local pharmacy. When I brought it to the attention of technician, stating that I need my medications to stay alive, they dismissed my concerns by stating: "many of our patients require their medications to stay alive". The long delay in transferring my medication is a failure in continuity of care.There have been other issues with the pharmacy, including requesting a refill on Sunday; being told it would be ready on Wednesday and not being ready on the following Friday when I call to make sure it was ready to pick up. Now 5 months into my Kaiser experience. Every interaction (and there have been many) with the pharmacy has involved a problem. Many of my medications have been changed due to Kaiser not providing the meds to their customers. The copay for the meds I am taking are significantly more expensive than my previous insurance plan. Kaiser has turned out to be an expensive, exhausting bureaucracy. The effect on my is a tendency to want to just give up on my medical care. I am looking forward to the end of the year and switching to a new insurance plan.

I actually have great doctors there! However the Billing Department has the worst customer service you could obtain. I was wrongfully charged copay and called 4 different times only to be transferred and transferred and transferred. I finally figured out what happened after spending more than 4 hours on the phone with the billing department and different people who had no clue what was going on with my account. My son who was dually covered at the time was never sent a bill to his secondary insurance and when I called to check they verified that they didn't receive it. So I called Kaiser to resend it and guess what it never happened. So instead of fixing the problem it got lost in the system and they decided to mail me a bill saying I didn't pay a copay of guess what the $25.00 that my son owed. When I went to call them they couldn't figure it out because someone in the billing department decided to put it under my name without explaining what had happened. I pay a copay every single time I go in and this is the only reason I knew I was wrongfully charge. I was even told over the phone after discussing with a customer service representative that they would take care of it. Guess what i got in the mail today a collections letter saying I owe $25.00 and if I don't pay it my name will go to court and through the whole collections process over this $25.00. I was so pissed because at the time my husband and I was paying well over $1000.00 a month to have our whole family covered. I have since than taken my kids off and have them under a more reputable insurance that knows and how to bill and actually tries to contact their customers. Watch your bills and keep receipts because this company doesn't care about you. In my eyes as a mother of 3 my time is more valuable than the 4 hours you have decided to waste. A smart company would have said we were wrong lets just take the $25.00 hit because it was our mistake, but instead your $25.00 doctors fee just cost you a bad review and I hope people see this. Like I said the doctors are great, but the Billing service needs to understand what family and customer service really is. Big question of the day is why was I paying over $1000.00 a month in health insurance if I am the one who has to do all the work in the communication aspect for customer service. When you deposit my $25.00 into your account, just know what it cost. Currently I am looking for another health coverage company that isn't ripping their customers off. OH also if you would like to do that math our family was paying $1500 a month in health insurance after dropping our children off that it went down to $1000. Which Kaiser will now be losing $6000.00 annually that they were making off of our children and once we go they will be losing $12000.00 annually all over not being able to take care and properly process this bill of $25.00. I just wanted to show how much Kaiser does not care about the correcting the situation and doing the right thing. So once my family is off of Kaiser's insurance plan they will have taken a $18000.00 loss because of their customer service through billing. This was not the only situation that happened, but I pulled my kids off because I have had enough of the bad customer service billing of having to continue to be the one who communicates. I have never received a call from the billing department over this matter either, which is even worse. The billing department manipulated this bill even though I will assume responsibility of my children no matter what I would prefer the process be done with integrity, which was not the way they handled it.