Reporting quality of care concerns

Member complaints are managed through Member Services and the member complaints process. We also have an unusual occurrence system, managed by our Patient Safety Office, to review quality of care concerns. Unusual occurrence reports identify system weaknesses and help us avoid future errors and ensure safe and effective care for our members.

We identify unusual occurrences through member complaints and provider or staff reports. As a member of the Kaiser Permanente network, we expect you to report unusual occurrences that involve our members and to participate in the review of such cases.

Upon receiving a report, the appropriate Kaiser Permanente medical staff will review and recommend any follow-up actions. The case review findings will be documented for purposes of system improvement and recredentialing.

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