Second Review

02/08/21
[note: The original plus 13 copies were mailed approximately 9:00 AM, 2/9/21, with an embarassing typo. The letter was dated 02/28/21. Intended to be 02/08/21.]

Kaiser Permanente
Member Services Dept
2500 S Havana St
Aurora, CO 80014

For your convenience this document (including all attachments) is published on the Internet at:
http://www.mkgappraisal.com/letter2020_21.htm

Reference

My letter to Kaiser Mail Order Pharmacy dated 8/20/20.

Rocio letter dated 9/09/20.

I received the Rocio B. letter on 9/14/20. The letter states, and I am quoting:

If you have questions, please contact me at 303-338-3537, Monday through Friday between 9:00 AM and 5:00 PM. If I am not available, please refer to this letter and another representitive can assist you.

I called that number the next day. Nobody answered, and I got an voice message machine. I left a message asking Rocio to call me back. Three days later I wrote a letter (dated 9/17/20) asking Rocio to call me.

I never got any response from Rocio.

I am asking Member Services to treat this as a formal complaint / grievance against Rocio B.

Rocio B. = No Respect

The Statement of Member Rights says that I am entitled to be treated with respect. To completely ignore my telephone message and my letter showed a stunning lack of respect. I felt disrespected, and still do. Rocio B. should be ashamed. This behavior demonstrates a complete lack of common decency. Kaiser Member Services should be ashamed. If you can't be bothered to respond to a phone message, then you should change the letter.

The letter should say: Don't bother to call.

Please

You should quit kidding yourself because it is not fair to people like me. Tell it like it is. Please.

I would like to have an apology from a person who is willing to reveal their first name and last name. Please.

What a Concept

And actually sign their name !

Is there a company policy that forbids the signing of documents? If so, may I see a copy of this policy? Is it a secret policy? Is the fact that it's a secret, is that a secret?

My letter to Member Services dated 12/24/20, asks one question: What is the name of the pharmacist that dispensed my prescription referenced in the letter above, dated 8/20/20?

Marcanthony response dated 1/28/21.
His letter is a (3 for 1), i.e.:

1) The phlebotomy

2) The demand letter

3) The defective pill

Who, Exactly, is "Leadership"?

Direct quote from the member rights and responsibilities statement. I am entitled to:

Receive information about Kaiser Permanente as an organization, its practitioners, providers, services, and the people who provide your health care.

You are entitled to:

know the name and professional status of the individuals who provide your service or treatment.

As such, I would like to know the name, the title, and the mailing address of "Leadership" at the Kaiser Permanente Mail Order Pharmacy in Downey, California.

Who, exactly, is in charge?

This should not be a secret. Kaiser Mail Order Pharmacy is not afraid (or ashamed) to say the name of the leader. Right?

My letter dated 12/24/20 requested that you send a response so that I received it no later than 1/25/21. This should have been ample time if you are serious about the statement:

Customer satisfaction is a core value at Kaiser Permanente

Because when you weigh it all up, and consider my experience, and what I asked for, it was not an unreasonable request.

If you were serious about it, you could have done it. Easily. Apparently, you had other, more important, things to worry about. The fact that you chose to submit your response a week late speaks volumes. It makes the:

Please allow me to apologize for....

ring hollow.

Words are only meaningful when actions back them up. In this case, your actions tend to call your commitment into question.

With regard to the apology, do you mean it? Or not?

With regard to the Member Rights Statement, do you mean it? Or not?

Is customer satisfaction a core value? Or not?

I am requesting that you send a signed, written response, so that I receive it no later than March 10th, 2021.

Let me be clear about what I am asking for.

Do not try to answer everything in one letter. I want you to tell me the name of the "Leader" at the Mail Order Pharmacy. Do that first.

That should be easy. Assuming that somebody actually is in charge. And, assuming that they know who is in charge. That should be easy. Do the easy part first.

You should receive this letter no later than 2/15/21. It should take no more than one day to find out the name, mailing address, and title of the person that is in charge at the Mail Order Pharmacy. This cannot possibly be that hard to do. I will allow you 5 days for this task.

You then need to type up a letter to me. For a bad typist (like me), this will take perhaps 3 hours. I will allow 2 days to get this done. You then need to sign your name, make copies, get the letter mailed. Allow another 3 days. When you add this up, it works out to mailing the letter on March 1st.

I get that you have other things besides me to worry about. But I have allowed ample time for what is required. And this still leaves two or three days contingency. You need to get the letter in the mail by March 4th, to be safe.

Do You Mean It?

Send me a signed letter that tells me the name, title, and mailing address of "Leadership" at the Mail Order Pharmacy. So that I receive it no later than 3/10/21.

You can do this.

You can address the rest of my "concerns" in a second (follow-up) letter. If you can't get this right, it will be a sad commentary on the integrity of the Kaiser Permanente Member Rights Statement and the entire organization. Up to this point, your track record is pathetic. Think of this as an opportunity to turn things around.

Don't blow it.

Philip G Rice
11268 E Linvale Dr
Aurora, CO 80014
720-282-3376
phil.rice@mkgappraisal.com
Health Record Number 427582802, DOB 4/25/53

distribution: 13 copies

-- End of Letter --

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