Help with your appointments

Yes, if you are authorized to view information for another member, then you can schedule, change, and cancel appointments for that person. If you need to set up access, go to our Act for a family member feature.

The best first step for most needs is an appointment with your primary care team.

You can select a doctor under Find Doctors and Locations. Hint: Use the filter to find doctors that are accepting new patients. 

Many specialty appointments require a referral from a primary care physician. Once you have a specialist assigned to you, you can reach them by phone or Message Center. Some repeat specialty visits can be booked online.

Try selecting a different date, facility, or clinician. Hint: Try choosing same day or next day as these times are sometimes available due to cancellations. Alternatively, you can always call the Appointments line:

S. California: 1-833-574-2273 or (TTY 711)

N. California: 1-866-454-8855 or (TTY 711)

Colorado: 1-800-218-1059 or (TTY 711)

Georgia: 1-404-365-0966 or (TTY 711)

Hawaii: 1-833-833-3333 or (TTY 711)

Md. / Va. / D.C.: 1-800-777-7904 or (TTY 711)

Oregon/SW Washington: 1-800-813-2000 or (TTY 711)

Washington: 1-800-297-6877 or (TTY 711)

We keep all available appointment times open until you book your appointment. This means someone else can view the same appointment times as you. While you were deciding on your appointment, someone else completed their appointment request for the same time slot. To continue, choose another appointment time.

Most appointments can be canceled or rescheduled online. If so, you’ll see a link with your appointment details. However, some specialty appointments require you to call the facility to cancel so that they can help you reschedule.

If you don’t see an upcoming appointment, please call the medical facility where the appointment is scheduled to take place and confirm your date and time.

• a high-speed Internet connection
• a computer with an updated Web browser or a mobile device with a camera and microphone

Yes, video visits use the Zoom platform. 

Using a mobile phone:

• Download and login to the Kaiser Permanente mobile app
• Have a strong network connection (at least 3 bars) or a high-speed WiFi connection
• Allow your browser access to your camera and microphone
• For best audio quality, please use a headset with a microphone

Using a computer:

• Download the Zoom desktop app
• Have a strong high-speed internet connection
• Use Safari or Google Chrome browsers
• Allow your browser access to your camera and microphone
• Disable pop-up blockers in your browser settings

Note: For members located in Northern California, you must access your video visit through My Doctor Online.

Yes. Video appointments are secure and encrypted. Only the participants can see and hear the meeting. 

Yes. Once you start a video visit, you can select Add Guest and then the Video button. This will enable the clinician or host to enter the mobile number or email address of the participants to be invited. 

A direct link will be sent to the mobile number by text or email. The guest can immediately join the active 1:1 video.

Note: The clinician can add up to 5 guests and/or patients.

Note: In Southern California children 11 and younger must be joined by a parent or legal guardian during a video appointment. 

It’s not required, but a headset or headphones can improve the audio.

• Try to be in a quiet, brightly lit place so your doctor can see and hear you well.
• Have all your information ready, for example, your medication list, the date symptoms first appeared, etc.
• Make sure the microphone on your device isn’t blocked by your hand or a protective case.

Yes, you can test your camera, microphone, and speakers before your visit at zoom.us/test.

It’s best if you only sign in on one device at a time.

• Use a wi-fi connection, if possible.
• Move closer to your wi-fi router.
• Close any other programs and browsers.

You may have joined the visit early. If so, you’ll be entered into a virtual waiting room until your provider joins you.

If you can see the doctor but the image is poor, ask them to adjust their lighting or move closer to the camera.

If  the doctor can’t see you at all, make sure your camera is turned on.

If the doctor can see you but the image is poor, try adjusting the lighting in the room. It’s best to have the camera between you and a light source. Try not to have a light source such as a lamp or window behind you.

• Try a headset or headphones. They can improve how well you can hear.
• Make sure the microphone on your computer isn’t blocked by anything.
• Check your Internet connection because a slow connection can cause audio problems.

You can join your video appointment 15 minutes before the scheduled start time. If for any reason you’re unable to join the video appointment at the scheduled time, please wait for a phone call from the doctor.