2 Hour Hold Time

09/24/20

Kaiser Permanente
Member Services Department
Submit a complaint/grievance
Case ID 40771318

Complaint for 2 Hour Hold Time

Comments or Questions:
I am instructed by my doctor to get my blood pressure checked.

This is not optional, it is required. In the past 24 months, I have been thru this perhaps 20 times, maybe more. I will admit that I have not counted.

The only way to get my blood pressure checked is to make an appointment, and the only way to make an appointment is by phone.

Vaporware

There is widespread misunderstanding about this, which I think is part of the problem. It's called Vaporware.

Telephone is the ONLY way. If you find another way, please let me know.

At Centrepoint it is impossible to get an appointment before 10 AM, and I wonder who decided this would be OK? Nobody asked me if it was OK with me. And if it's not OK, why is it my job to fix it?

I made an appointment on Monday 9/14/20, to have my BP done on Friday 9/25/20.

Hold Time 2 Hours

The hold time was 2 hours. That is unacceptable.

The Kaiser Phone System Sucks

In my mind, 15 minutes is unacceptable. 2 hours is pathetic. Somebody should get fired.

I am not exaggerating when I say 2 hours. The robot told me hour and a half at the start, but my phone has a counter and the counter said 2 hours when I finally spoke to a human being.

And Oh by the way, I already know what to do if I have a life threatening emergency because I have heard the message 250 times this year. Hearing it again for the 251st time just makes me in a worse mood. It does not do any good that I can tell.

This was a quick and dirty complaint, filed by email, using the KP.org account. I did the whole thing in about 10 minutes. One thing that is very crude about the KP.org email - there is no way to send copies.

So I had to find a hack, but I did send copies of this complaint to my 3 BP doctors. And they read my complaint.

Contact Member Services Request
Received: 09/24/2020
To Philip Rice (Viewed)
Case ID: 40771318
Message body: Dear Philip Rice,

Thank you for contacting Kaiser Permanente with your message.

At Kaiser Permanente, member satisfaction is one of our highest priorities.

In order to ensure that your concern is properly addressed, we will be forwarding it to a case manager for review, investigation and response.

Please know that it is our mission to consistently provide considerate and compassionate care that is of the highest quality.

We are continuously exploring ways to improve the services we provide to our members and thank you for taking the time to communicate your experience with us.

You Thrive, Baby!

We hope you will continue to use and enjoy our website. Be healthy. Live well. Thrive.
Sincerely,
Jimmy K.
Customer Service Representative
Kaiser Permanente Member Service Contact Center
Phone: 1-844-837-6884

Where Is My Letter?

And then finally, there was the letter from Claudia E, which stated that I would receive a letter informing me of the outcome. Once again, I did not receive a letter.

To the best of my knowledge, they didn't really do anything about the hold time.

But to be fair, they did change/fix the way that the BP appointments are made, so that they could be booked on the Internet. And therefore, skip the phone system altogether. And when I looked at it, you could get an appointment before 10 AM at Centrepoint.

But I never did get an answer to my question, why is it my job to fix it?

And Why Is It My Job to Fix 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

-- End of Letter --

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