Kaiser Permanente La Palma Medical Offices — Attraction in La Palma

After waiting an eternity, I finally emerged to the front of the line at reception and spoke with the woman there. I wanted to clarify the care I was to receive so I began asking questions regarding my appointment, which was met with eye rolls, heavy sighs and curt answers.

Finally, I decided enough was enough and asked to cancel my appointment. To which the receptionist decided to remark "if your voicemail wasn't full you would received messages from us. You should delete some voicemails."

3 things:

1. We live in the digital communication era. To say that you weren't able to leave a voicemail, therefore have exhausted all channels of communicating important information with a patient, is ridiculous and inexcusable.

2. What does this say about how you view problem solving? Do you truly believe, now that have blamed your patient for the inability to communicate, that you've done your job and the problem is solved?

3. Why is there an assumption made that I am canceling my appointment now due to some update I wasn't able to receive? I am canceling because I am looking for care and I was met with a rude and obnoxious attitude, simple as that. It has nothing to do with how full my inbox is.

Summary: I arrived with an appointment, looking for patient care. I left without any care and feeling harassed by the staff here. If hospitals are allowed to send surprise bills based upon unforseeable events that occur during an encounter, a patient has the right to ask questions and clarify what will happen in this process. And we should be able to ask these questions that is met with civility and respect.

Kaiser Permanente supposedly prides itself on customer care and patient focus. I saw none of these today.

As I will be leaving KP, I encourage others to do the same. We should stop supporting and funding a system that is so callous to...

I'm a new member of KP, joined Oct 2017. I just got off the phone trying to make an appointment and was disconnected. They never tried to call me back and this is after they asked me for all of the personal information, phone number, ID number ect. I also requested a call back rather than waiting on the phone which they did call me back only to put me on hold for more than 10 minutes with no answers (they never came back to the phone) They had my phone number and it's been 30 minutes right now and still haven't called me back. What's going on Kaiser???? I need a doctor appointment. I'm 68 years old and have a horrible rash on my chest that needs to be looked at. I also have never been assigned a doctor since joining 3 months ago. Do you guys just collect money and then not provide services. It seems that way from my first experience.

2nd experience

I had a diverticulitis attack with lots of pain, being older at 69 years old I didn't know what to do so my friend came to pick me up since I could barely walk and couldn't drive. When I arrived I was helped within reasonable time but ended up waiting in pain for 5 hours. This is not acceptable for a person my age paying for insurance every month. I felt like many of the people that I was waiting behind didn't even have a kaiser card. Shouldn't they check a patients card before getting in line? I'm not better than the next guy but having to wait behind people that don't even have insurance is not fair. When I finally reached the emergency room I was treated very professionally and fast. I see the failure as the long wait behind people they may not even pay for the services they are asking for. Other than that a clean hospital with...

My recent experience has been disappointing.

I had an orthopedic consultation on January 21st with Orthopedic Dr Cortez and was supposed to receive a referral for a cutomed sole. However, as of February 2nd, no referral has been documented in my records. Despite reaching out to both the clinic and the contact provided on the paperwork, no referral was found. Plus the Doctor refused me physical therapy and acupuncture when i have Morton neuroma and plantar fasciitis in both of my feet. The uncareness is unreal. WE ARE PAYING FOR THIS SERVICE AND THIS IS OUR HEALTH!

Today, after waiting 16 minutes on the phone, I encountered unprofessional behavior from the representative. When I greeted her with a polite "Good morning," she responded with frustration about it being Monday and then abruptly cut me off when I mentioned I had been waiting for 16 mns and hung up on me.

This lack of follow-through and professionalism is concerning, and I hope that Kaiser Permanente takes steps to improve communication and patient care.

This version maintains professionalism while clearly expressing your concerns. Let me know if you’d like any further...