Member concerns or complaints

Kaiser Permanente has an established process for handling member complaints expressed either verbally or in writing. Documenting, resolving, and reporting member complaints helps us improve the services we provide.

Members are encouraged to let us know of any concerns or dissatisfaction right away and, ideally, work directly with the person or department involved. This process often results in the most expeditious resolution. However, if members prefer not to address the concern directly or do not feel the concern was addressed to their satisfaction, they are welcome to contact Member Services toll-free at 1-888-901-4636, or Medicare Member Services toll-free at 1-888-901-4600, or through our website at www.kp.org/wa/feedback.

Member Services specialists can resolve complaints about health plan issues including billing, claims, demographic updates, plan rates and benefits, and enrollment/disenrollment concerns.

All member complaints communicated to Member Services are documented, and it is always our goal to inform members of the resolution within 30 days. Complaint data is routinely shared at all levels of the organization to represent "the voice of the customer" and inform quality improvement initiatives.

The Kaiser Permanente Privacy Office responds to member concerns involving breaches of privacy, confidentiality, and security; whether they are reported through Member Services or directly to the Privacy Office.