About our review system

About our survey

At KPCO (Kaiser Permanente Colorado), we’re dedicated to providing you quality, personalized health care. We are constantly striving to optimize your experience. As part of ensuring you have a positive experience with KPCO, our online provider directory includes star ratings, reviews, and patient comments for most providers in our integrated care delivery system. The feedback we receive serves as an invaluable tool in our quest to continually improve upon the services we offer to our members. Our survey is administered by HealthCare Research, Inc., a leading independent survey vendor that provides scientific rigor and understanding for KPCO and our members.
 

How are star ratings calculated?

All patients seen in our integrated clinics or with scheduled telephone or video visits are offered a chance to review their care provider. Data collection for the Art of Medicine survey uses a mixed online/phone survey methodology. Surveys are gathered daily from a random sampling among patients seen on the previous day. The star ratings are based on patient responses to the overall interaction question from the survey. Responses are converted to a 5-point rating system and applied to all providers.
 

Do you post all of the comments?

We are committed to posting both positive and negative feedback. However, we do not post comments that are libelous, profane, or may risk the privacy of our patients. Based on these guidelines, about 97% of all comments about our doctors will be posted. To protect patient privacy, all personal information is removed from comments before publishing. Comments are reviewed by an objective third party to ensure they are displayed in an unbiased manner. We also allow patients to opt out of having their comments shared on kp.org at the end of the survey. Approximately 5% of patients choose to not have their comments made publicly available.

Why don’t all providers have a star rating?

If a provider is missing a star rating, it means that we haven’t collected enough survey results yet. We wait until a provider has received 15 ratings in a 12-month period before we calculate a star rating. We want to ensure the sample size is large enough to give an accurate representation. If a provider previously showed star ratings but does not receive 15 ratings during a 12-month period, star ratings will be removed from that profile until the minimum is reached. This helps maintain the validity of the star ratings based on a larger sample size. Providers with fewer than 15 ratings within a 12-month period may be posted on a case-by-case basis.
 

Is the information credible?

Yes. KPCO partnered with HealthCare Research, Inc. to develop our survey and rating system. We followed strict scientific principles in design and development. The survey’s design allows us to assess data from large samples of patient experiences across Colorado – all to improve your health care experience.
 

How does Kaiser Permanente protect patient information?

All survey responses are stored on a password protected server. Patient names are not displayed and comments that contain personal, identifiable information are not published.
 

Why is this important?

It’s all about choice for you. As your partner in your health, we believe this data will help you make informed decisions to find a care provider that meets your unique needs.
 

Share your feedback

Your feedback is critical as we strive to continually improve the patient experience and provide the highest quality of care possible. If you have received treatment by a KPCO provider, we encourage you to share your feedback when you receive your survey or anytime at KP.org/writeareview-co.

To find:

  • Kaiser Permanente medical office providers’ hours, search our facility directory
  • Affiliated providers’ office hours or languages spoken by front office staff, call their office directly
  • Providers in your plan or accepting new patients, call 1-303-338-4545 or 1-800-218-1059 (TTY 711), Monday through Friday, 6 a.m. to 7 p.m.

Information in this online directory is updated periodically and applies to commercial plans underwritten by Kaiser Foundation Health Plan of Colorado. The availability of physicians, hospitals, providers, and services may change. To verify whether a provider accepts Kaiser Permanente plans, contact the provider directly. Current provider information is available at kp.org/locations. This information is updated within 72 business hours of receipt from providers. Kaiser Permanente Colorado attempts to ensure the online directory contains up-to-date information. The printed directory is current as of the date of publication.

To report any inaccuracies in the directory or to file a complaint regarding your experience with a provider, contact Member Services at 1-800-632-9700 (TTY 711), Monday through Friday, from 8 a.m. to 6 p.m., or visit kp.org/memberservices.

Medicare Members: To request a hard copy of Kaiser Permanente’s provider directory, please call our Member Services department at 1-800-476-2167, seven days a week, 8 a.m. to 8 p.m. Kaiser Permanente will mail a hard copy of the provider directory to you within three (3) business days of your request. Kaiser Permanente may ask whether your request for a hard copy is a one-time request or if you are requesting to receive the provider directory in hard copy permanently.

If you request it, your request for hard copies of the provider directory remains until you leave Kaiser Permanente or request that hard copies be discontinued.

Kaiser Permanente considers the following factors as it builds and maintains provider networks:

  • Size and demographics of the population to be served
  • The inventory of provider and facility types required to serve the population
  • Practitioner-to-member ratios and geographic access standards
  • Application of credentialing criteria encompassing but not limited to educational training, licensing, professional experience, board certification, and professional references

You may select a primary care provider (PCP) from family medicine, pediatrics, or internal medicine. When possible, we encourage you to choose a PCP whose office is in a Kaiser Permanente Medical Office Building. You may have a higher copayment and/or coinsurance with certain PCP providers. Please refer to your “Schedule of Benefits (Who Pays What)” for additional details. Use the Provider Affiliation dropdown to sort to Kaiser Permanente providers.

An authorization or referral may be required to access some providers in this directory. If you have questions, contact Member Services.

PHYSICAL DISABILITIES ACCOMMODATIONS

It is Kaiser Permanente’s policy to make our facilities, services, and programs accessible to individuals with disabilities, in compliance with federal and state laws that prohibit discrimination based on disability. Kaiser Permanente provides reasonable accommodations to individuals with disabilities, including: (1) access to service animals and their users, except where the animal poses a significant risk to health or safety; (2) appropriate auxiliary aids and services when necessary to ensure effective communication with individuals with hearing, cognitive, and/or communication-related disabilities, including qualified sign language interpreter services and informational materials in alternative formats (examples include large print, audio tape/CDs, electronic texts/disks/CD-ROMs, and Braille); and (3) accessible exam rooms and medical equipment for individuals with disabilities. If you have a specific question, please contact Member Services, Monday through Friday, 8 a.m. to 6 p.m., at 1-303-338-3800 or 1-800-632-9700 (TTY 711).