Provider and Facility Directory Information
Kaiser Permanente provides member access to healthcare providers through a periodically updated directory, offering free 24/7 interpreter services and hard-copy options for Medicare members. According to company guidelines, these services ensure compliance with the Americans with Disabilities Act of 1990 and Section 504 of the Rehabilitation Act of 1973.
How do members access provider information?
Members can find office hours by searching the facility directory, which Kaiser Permanente states is updated periodically. The company notes that the availability of physicians, hospitals, providers, and services may change.
Practitioner information is sourced directly from the practitioner or obtained during the credentialing process. Members with questions can call 1-800-464-4000 or contact the Medical Board of California at 916-263-2382.
What language assistance is available?
Qualified interpreter services, including sign language, are available at no cost 24 hours a day, seven days a week. These services are available at all points of contact during all hours of operation, according to the company.
Kaiser Permanente states it does not encourage the use of family, friends, or minors as interpreters. Only bilingual providers, staff, and healthcare interpreters are used via in-person, telephone, video, and alternative communication modes.
How are Medicare and Medi-Cal services handled?
Medicare members can request hard copies of the directory by calling Member Services at 1-800-443-0815 between 8 a.m. and 8 p.m. daily. These requests remain active until the member leaves the plan or asks to discontinue the service.
Medi-Cal members can obtain covered drugs at Kaiser Permanente outpatient pharmacies or any Medi-Cal Rx Pharmacy. The company directs members to the Medi-Cal Rx Pharmacy Locator at www.Medi-CalRx.dhcs.ca.gov or customer service at 1-800-977-2273.
Certain Medi-Cal services, specifically Enhanced Care Management and Community Supports, require prior authorization. These are limited to members who meet specific eligibility criteria, according to the provider.
What quality standards apply to Marketplace plans?
Kaiser Permanente uses the same quality, member experience, and cost-related measures for Marketplace Silver-tier plans as it does for all other Kaiser Foundation Health Plan (KFHP) products. These measures include patient safety scores, hospital quality measures, member complaints, and HEDIS/CAHPS performance.
The company states that all Kaiser Permanente Medical Group and network physicians undergo the same certifications and quality review processes. All facilities in the directory are accessible to members.
What may happen next for members?
Members seeking specific care may need to verify current provider availability due to periodic directory updates. Those requiring specialized Medi-Cal supports could be required to submit documentation for prior authorization.
Medicare members who request hard copies may be asked to specify if the request is a one-time occurrence or a permanent preference.
Frequently Asked Questions
How can Medicare members get a physical copy of the provider directory?
Members should call Member Services at 1-800-443-0815 from 8 a.m. to 8 p.m., seven days a week.
Are interpreter services free for members?
Yes, qualified interpreter services, including sign language, are available at no cost 24 hours a day, seven days a week.
Can Medi-Cal members use pharmacies outside of the Kaiser Permanente network?
Yes, Medi-Cal members can get outpatient drugs covered by Medi-Cal at any Medi-Cal Rx Pharmacy.
Do you prefer using digital directories or physical copies when searching for healthcare providers?