Getting care during the COVID-19 outbreak 


To get care information that’s specific to your area, select your state or region below.  

How you get care may be different during the COVID-19 outbreak, but there are still many ways to get the help you need.

For the safety of our members, community, doctors, and staff, we’ve temporarily closed some facilities, limited services or hours at others, and expanded virtual and phone care options. To protect yourself and others, we ask that you not come into a facility without an appointment. If you do need to come in, rest assured that we are taking every precaution to help keep our facilities safe. This includes encouraging you to wear a mask during your visit.

Looking for care options? Start with an e-visit to share your symptoms and get guidance for care:

If you don’t already have an online account, you’ll need to register on kp.org to do an e-visit.


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IMPORTANT UPDATES

To help you get care safely, we’ve taken the following steps:

  • The Kaiser Permanente Sleep Center in Aiea will reopen on May 21. The Sleep Center care team has procedures in place to ensure patient and staff safety during testing and treatment for sleep apnea. The team is reaching out directly to members whose sleep studies may have been rescheduled. Members who think they need testing for sleep apnea should contact their personal physician. 
  • Temporarily closing some medical offices and limiting services or hours to reduce exposure for patients and staff.

  • Expanded virtual care options, including video, phone, and e-visits.  View these setup tips for a successful video visit.

  • Waiving costs for COVID-19 testing and diagnosis.

  • Encouraging members to fill prescriptions by mail.

  • Postponing nonurgent procedures to help make sure we have the space and equipment to care for critically ill patients.

  • Updating our visitor policy to help keep our most vulnerable patients safe.

  • Adapting maternity resources to suit the current situation.

  • Restricting care-related interisland travel.

  • Following CDC recommendations and the City and County of Honolulu Mayor’s Emergency Order requiring the use of masks by essential business workers, customers, and visitors, effective Monday, April 20, 2020, all members, visitors, caregivers, and vendors who visit any of our Kaiser Permanente facilities statewide are asked to wear a mask before entering the facility. We appreciate your cooperation and understanding.
  • Providing many options for continued coverage if your job situation changes.  Click here for the downloadable brochure. You also can use our online Continuation of Coverage tool to find the best plan based on your budget and care needs. In most cases, you can stay with Kaiser Permanente so there's no disruption in your care.


Temporary facility closures and changes

To help limit exposure and protect our members, staff, and community, we have temporarily stopped providing in-person care at the following locations. All services, including pharmacy, are temporarily closed at these medical offices and locations. To help members continue to get care at home, we’ve expanded our telehealth options, including e-visit, phone appointment, or a video visit with a doctor or clinician.

If you have a previously scheduled appointment at one of the temporarily closed medical facilities, we’ll reach out to you about your care options.


Temporarily closed facilities 

Kaiser Permanente has temporarily closed the following medical facilities.
 
All services at these clinics, including pharmacy, are temporarily closed:
  • Kihei Clinic
  • Hawaii Kai Clinic
  • Kahuku Clinic
  • Kailua Clinic
  • Kapolei Clinic
  • Nanaikeola Clinic
  • Waimea Clinic  

 


Open facilities

The following medical facilities are following their regular business hours to continue serving the needs of our members for in-person care. Lab and pharmacy services are available at these facilities during their usual business hours, unless otherwise noted.

  • Ala Moana Behavioral Health
  • Honolulu Medical Office (Saturday lab and pharmacy hours will resume on June 6.)
  • Hilo Clinic
  • Kona Medical Office
  • Koolau Medical Office
  • Lahaina Clinic
  • Lihue Clinic
  • Mapunapuna Medical Office
  • Moanalua Medical Center*
  • Maui Lani Medical Office
  • Wailuku Medical Office
  • Waipio Medical Office

*The outpatient laboratory at Moanalua Medical Center has temporarily relocated from the first floor to the fourth floor, near the Neuroscience Department.


After-hours care

After-hours care will remain open at:

  • Moanalua Medical Center, Monday through Friday, 5 to 10 p.m., and weekends and holidays, 8 a.m. to 10 p.m. 
  • Maui Lani Medical Office, Monday through Friday, 5 to 8 p.m., and weekends and holidays, 8 a.m. to 5 p.m.  

As of April 10, our affiliated facilities for urgent care on Maui, Hawaii Island, and Kauai are available as well.

If you have questions, please call the following numbers to talk with a licensed care provider 24/7:


Business office locations

Our business office locations are not accepting in-person visits until further notice. For assistance, please call us at the following numbers for your area:

  • Oahu/Big Island (Moanalua Medical Center, Mapunapuna, Kona, Hilo, Waimea): 808-432-7940 (Option #4, then Option #1), Monday through Friday, 8:30 a.m. to 5 p.m. Fax: 808-432-7950.
  • Honolulu (Honolulu, Hawaii Kai, Kailua, Ala Moana, Kahuku, Koolau): 808-432-2020 (Option #4, then Option #2), Monday through Friday, 8:30 a.m. to 5 p.m. Fax: 808-432-2025.
  • Waipio (Kapolei, Nanaikeola, Waipio): 808-432-3297 (Option #4, then Option #3), Monday through Friday, 8 a.m. to 5 p.m. Fax: 808-432-3195.
  • Maui (Kihei, Lahaina, Maui Lani, Wailuku): 808-243-6580 (Option #4, then Option #4), Monday through Friday, 8 a.m. to 5 p.m. Fax: 808-243-6609.

This information is current as of April 24.


How to get care 

To help you and your loved ones get the right care at the right time, follow the guidelines below based on your symptoms.

If you believe you have an emergency medical condition, call 911 or go to the nearest hospital.

Start with an e-visit

If you’re considered high-risk and have COVID-19 symptoms, you may be prioritized for testing — call our 24/7 advice line. You need a referral from a Kaiser Permanente doctor and an appointment to get tested. If you meet testing guidelines, we’ll give you instructions on what to do next. You don’t need a test to get treated for a mild case of COVID-19 — just follow the guidelines below.

  • E-visit: If you believe you have COVID-19, please complete an e-visit on kp.org or the Kaiser Permanente app. Answer questions about your symptoms to get care guidance and any necessary prescriptions. 
    • On kp.org, simply log in, scroll down to “Common Symptoms and Questions,” and then select “Coronavirus.” 
    • On the app, go to “View Appointments,” and then tap on “New Appointment” > “Start an E-visit” > “Continue” > “Coronavirus.” You’ll be asked questions about your situation, which will help us determine the best way to treat your symptoms.

If you don’t already have an online account, you’ll need to register on kp.org to do an e-visit.

  • Phone appointment: Schedule a phone appointment by signing in to the Kaiser Permanente app or kp.org. You can also call for advice 24/7 at: 
    • Oahu: 808-432-2000
    • Maui/Molokai/Lanai: 808-243-6000
    • Hawaii Island: 808-334-4400
    • Kauai: 808-246-5600
    • TTY: 711

Care for other conditions

You still have many ways to get care, including phone appointments and email.

If you’re concerned about your specific health condition, visit kp.org/getcare for local information on appointments, urgent care locations, and 24/7 advice. If you have a nonurgent health question, you can email your doctor’s office and get a reply usually within 2 business days.

If you had a previously scheduled appointment at a medical facility that has been temporarily closed, we’ll reach out to you to discuss your care options.
 

Mental health and wellness resources

Right now, it’s especially important to care for the whole you. Eat a balanced diet, get a full night’s sleep, stay in touch with friends and family, and be mindful of your mental health.

Whether you’re looking for help with sleep, stress, or relationships, we have many digital tools for your mental health and wellness. Get started at kp.org/selfcare

For 24/7 mental health advice, visit kp.org/getcare or call:

Care while traveling

If you’re showing symptoms of COVID-19, seek care immediately for testing and diagnosis.

You’re covered for urgent and emergency care anywhere in the world. If you’re outside your home region and need care, call the Away from Home Travel Line at 951-268-3900 (TTY 711).1 To learn more about getting care while away from home, visit kp.org/travel

If you’re outside your home region and already have a travel Health/Medical Record number for your current location, learn how you can get a travel kp.org account and get virtual care.


More care information 


Elective surgeries and procedures

Kaiser Permanente has postponed elective and nonurgent procedures in all locations. The Centers for Disease Control and Prevention (CDC) recommends that all nonurgent procedures be postponed.

We’ll reach out to you if your upcoming surgery or procedure is postponed. You can also call or email your care team with any questions about your ongoing care needs. We’ll work together to reschedule your procedure at a later time.

Changes to prenatal care

For your safety and to help minimize the spread of the coronavirus, we’re reducing the number of in-person prenatal appointments at our medical offices and hospitals. This means some of your prenatal appointments may be changed to virtual visits where you’ll talk with your provider over the phone or video. Your provider will let you know when you should come in for an in-person visit and when it’s appropriate to do a virtual visit.

For more details on this and other changes to your pregnancy, labor, and delivery, please visit kp.org/covid-19-and-pregnancy.
 

Testing and diagnosis — no cost

As a Kaiser Permanente member, you won’t have to pay for costs related to COVID-19 screening or testing if referred by a Kaiser Permanente doctor. If you’re diagnosed with COVID-19, additional services, including hospital admission (if applicable), will be covered according to your plan details.

If you test positive for COVID-19, you’ll receive a phone call from Kaiser Permanente with your results. If you test negative, you’ll see your results in your medical record on kp.org.

Prescriptions, refills, and pharmacy hours

To support physical distancing, we’re encouraging members to use mail order for nonurgent prescriptions and refills. This will also save you time and may reduce costs. You can avoid standing in line and get a 3-month supply of most prescriptions for the price of 2 months. We’re working to deliver mail-order prescriptions within 7 days, but try to plan ahead when possible.

Visit kp.org/rxrefill to get started. For urgent prescriptions, visit your closest available Kaiser Permanente pharmacy. 
 

Changes to our hospital and clinics visitor policy

For the health and safety of our patients, doctors, and staff, we are strictly limiting visitors in our hospitals and clinics and ask that you come to appointments to Moanalua Medical Center and our clinics by yourself. The exceptions are pediatric patients who are accompanied by a parent or guardian, and members who need physical assistance from a caregiver. Please ask your family, friends, and other guests to remain home so that we can all reduce the spread of COVID-19.  Effective April 20, all members, visitors, caregivers, and vendors who visit our clinics are asked to wear a mask before entering the facility.

We're also taking extra steps to protect our patients at our Moanalua Medical Center:

  • In general, visitors are not allowed at Moanalua Medical Center.
  • Family members can be with their loved one under special circumstances:
    • Pediatrics, PICU, NICU, labor and delivery, and postpartum will allow 1 visitor per patient
    • Hospice/end of life 
    • A member traveling from the neighbor islands may bring 1 visitor (caregiver) with them
  • Visitors under the age of 14 will not be allowed in inpatient units in the hospital.
  • People who are sick with a cough or cold will not be allowed in the hospital’s patient care areas.
  • Effective April 20, all patients/members, visitors, caregivers, and vendors who visit Moanalua Medical Center are asked to wear a mask before entering the facility.

Thank you for your patience and understanding as we work diligently to protect our patients and staff and reduce the spread of COVID-19 in our communities.
 

Maternity updates

Our Centering Pregnancy, Childbirth Education, and Newborn Care classes; hospital tours; and safety seat inspections are postponed due to the risk of COVID-19. However, because pregnancy appointments are essential, we will assist you with a schedule suited to your needs. Phone appointments with ob-gyn providers are also available if you have concerns. Call 808-432-2000 to schedule appointments. For birthing information at Moanalua Medical Center, please call 808-432-8550.

For the health and safety of you, other expectant mothers, providers, and staff, we ask that you come to your appointment alone. Visit kp.org/maternity and kpfamilybirthcenter.org for more information. 
 

Members/patients requiring care-related interisland travel

The Hawaii Department of Health (DOH) has imposed a 14-day interisland traveler quarantine effective March 31, 2020. To maintain the health and safety of our members, patients, physicians, and providers, Kaiser Permanente will temporarily restrict all of its care-related travel to and from the neighbor islands.

  • Specialty care appointment options may include phone or video visits initiated by Kaiser Permanente physicians or providers. In some instances, in-person patient visits may be arranged with Kaiser Permanente specialists or contracted providers on a neighbor island.
  • Patients with questions about urgent specialty screenings or tests (such as biopsies) should contact their referring provider for guidance.
  • Patients requiring treatment on another island (including patient escorts) do not require quarantine while receiving care.
  • When not receiving care, all travelers must self-quarantine in their hotel rooms, order food delivery, and not receive visitors.
  • Upon returning to their island of residence, travelers are not subject to quarantine, but are required to wear appropriate protective gear (such as masks) and follow all physical distancing requirements.
  • Patients requiring interisland travel must complete the State Interisland Declaration Form prior to travel. This form should be handed to the TSA agent. Under “Purpose of Visit,” write:
    • “Medical treatment” for traveling patients
    • “Medical escort w/patient” for those escorting patients
  • The DOH is advising patients requiring treatment on another island to be screened for respiratory symptoms before returning home.
     

Have a say in your future medical care

Even if you’re in perfect health, a worldwide pandemic may inspire you to document your medical wishes for your loved ones. Life Care Planning lets you make important health care decisions now, in case you’re unable to speak for yourself later.
 


Help coping with COVID-19

Right now, it’s especially important to care for the whole you — mind, body, and spirit. We have many digital tools and articles to help your physical and mental health.


 


1
This number can be dialed from both inside and outside the United States. Before the phone number, dial “001” for landlines and “+1” for mobile lines if you're outside the country. Long-distance charges may apply and we can't accept collect calls. The phone line is closed on major holidays (New Year’s Day, Easter, Memorial Day, July Fourth, Labor Day, Thanksgiving, and Christmas). It closes early the day before a holiday at 10 p.m. Pacific time (PT), and it reopens the day after a holiday at 4 a.m. PT.

2You must have a kp.org account for your home region and a medical record number in the visiting region before you can register for a travel kp.org account. This capability is not available to Kaiser Permanente Washington members traveling to a different Kaiser Permanente region.