Telehealth is easy — here’s how it works at Kaiser Permanente

In the final part of this 3-part series on telehealth at Kaiser Permanente, you can see what it’s like to use telehealth so you can get the most out of your care. Read part 2: When to use telehealth for your care needs.

Article 1: Get to know telehealth

Article 2: When to use telehealth for your care needs

Article 3: Telehealth is easy — here’s how it works at Kaiser Permanente

Telehealth makes it easy to get the care you need and save time along the way. You can use telehealth with your phone, your computer, or the Kaiser Permanente app. Your doctor or care team can diagnose your health issue and prescribe medication if needed.

Let’s take a look at all the ways you can get care, how they work, and how to get started with each one.

Already a member? Start using telehealth today.

Phone appointments, video visits, and 24/7 advice are available to all Kaiser Permanente members on day one. Creating an online account on kp.org lets you do even more, like send emails with nonurgent health questions to your care team, have an e-visit, and schedule routine appointments online.

24/7 virtual care

Get in-the-moment care across the U.S. from a Kaiser Permanente clinician who has access to your health record.¹

No appointment required

Available by mobile device or computer

Covered at no extra cost with most plans²

Person accessing 24/7 virtual care from a computer

How it works
To get started, sign in to kp.org or the Kaiser Permanente app and answer a few questions to help us learn about your symptoms. We’ll recommend how you can get care quickly — either by phone, video, or both. Where available, you can also see estimated wait times to help you choose the best option for you. Kaiser Permanente clinicians are available across the U.S. to deliver care based on your needs. During the visit, the clinician will update your health record to help coordinate follow-up care.

If you think you or someone you care for is having a medical or mental health emergency, call 911 or go to the nearest emergency department.³

Video visit

Meet with a doctor or nurse face-to-face — just like an in-person visit.¹

Appointments are optional

Available by mobile device or computer

– 5 to 10 minutes to set up for a video visit
– Visits usually last 15 to 30 minutes

Covered at no extra cost with most plans²

Person holding toddler video chatting with doctor

How it works
You can schedule an appointment in advance or get fast, personalized support 24/7. Before you connect, make sure you’re set up for your video visit by choosing how you’d like to talk with a doctor or nurse. Either a mobile device or computer is fine. Just be sure it has a front-facing camera.

When it’s time for your appointment, you’ll “check in” virtually on kp.org — or by clicking the link we send you by email or text — to let the doctor or nurse know you’re ready. After they connect, you’ll see them on the video screen and you can use your camera to show them specific symptoms or health issues. The doctor or nurse can both see and hear your health needs, and can diagnose, treat, and prescribe medication — just like during an in-person visit.

Phone appointment

Talk with a doctor or nurse over the phone.¹

Appointments are optional

Available by phone

Visits usually last 15 to 30 minutes

Covered at no extra cost with most plans²

Person using a mobile phone to access care

How it works
You can schedule an appointment in advance or get fast, personalized support 24/7.

A Kaiser Permanente doctor or nurse will call you to start your visit. From there, it’s just like an in-person visit — without the exam room. The doctor or nurse will diagnose and treat your health concerns, work with you to create a personalized care plan, and prescribe medication as needed.

A care team that knows your needs

Every time you use telehealth at Kaiser Permanente, you’ll connect with someone who can see your full Kaiser Permanente health history and update it in real time. That way, your entire care team has the information they need to give you the right care. No unnecessary questions. No duplicate tests or procedures. No repeating what you’ve said in the past.

E-visit

Fill out an online questionnaire about your symptoms for immediate self-care advice — or get care from a Kaiser Permanente doctor or nurse, usually within a few hours.

No appointment required

Available by mobile device or computer

– Takes 5 to 10 minutes to complete
– Immediate self-care resources
– Personalized care in a few hours, if needed

Covered at no extra cost

Person holding video tablet chatting with nurse

How it works
Unlike a typical in-person visit, e-visits are done online without an appointment, so you can start one at any time. After you sign in to kp.org on your mobile device or computer, it’s as easy as telling us what’s wrong (for example, cold and flu, anxiety, or pink eye) and answering some questions about your symptoms.

When you finish, a few things can happen depending on your answers. For minor conditions, we’ll immediately send you some online resources and articles to help you care for your condition on your own, which can help you save time and money. If your condition is more serious — or you need more personalized care — a Kaiser Permanente doctor or nurse will email you usually within a few hours to provide a treatment plan, prescriptions, or appointment recommendations to help make sure you get the care you need.

24/7 advice

Call us 24 hours a day, 7 days a week for answers to your health questions or for help getting care.

No appointment required

Available by phone

– Available 24/7
– Calls last about 5 to 20 minutes

Covered at no extra cost

How it works
If you have health questions or can’t reach your doctor immediately, you can get advice within minutes — at no cost. Call our licensed medical professionals anytime to:

Get advice for a common cold
Find your nearest urgent care location
Learn what kind of doctor you need to see
Get help choosing the best way to get care for your needs

Email

Use our secure kp.org message center to ask your doctor or care team nonurgent health questions, follow up on your care plan, and more.

No appointment required

Available by mobile device or computer

Get a reply usually within 2 business days

Covered at no extra cost

How it works
When you sign in to kp.org or the Kaiser Permanente app, you can use our secure message center to send nonurgent health messages to your care team — including doctors, nurses, and specialists you’ve seen in the past — at no extra cost. You can also email questions about your coverage to Member Services.

When your care team gets back to you (usually within 2 business days), we’ll send an email to your personal address saying there’s a message waiting for you on kp.org. Remember, all your conversations become part of your electronic health record, so it’s easy for you and your doctors to keep track of past conversations and make informed decisions about your care.

Tips for emailing your doctor or care team
To help your care team quickly meet your needs, try to include as much information as possible in your message. This will help avoid back-and-forth messages.

The kp.org message center is an easy way to take care of nonurgent health questions or concerns.

Email your doctor or care team with a nonurgent health question or concern. Use descriptive words to help measure how strong your symptoms are. Details are important. Your message should include the location of your symptoms, how long you’ve been having them, the intensity of the pain, and how frequent you’ve had it.
Ask a follow-up question from a doctor you've visited recently.
Give medication updates. Start with the name or brand of your medication and describe any side effects. Also, include how long you’ve used the medication and whether you’ve taken anything else.
Request a referral for a specific condition recently addressed by your doctor. (For new health issues, you’ll usually need to schedule an appointment to discuss the issue. If needed, your doctor may give you a referral during the appointment.)
Request testing or ask about test results. For questions about a test, explain which test you took and share any concerns.

To help your doctor assess your condition, you can even take a few photos and attach them in your email.

Example of a good email message

Hi Dr. Lockwood,

My dad has diabetes, and I was wondering whether you could also test me for diabetes. I don’t have any symptoms and I haven’t had any blood work done in about a year — I just want to stay on top of my health.

Send Cancel

Don’t use telehealth for urgent or emergency care
If you’re having a medical or mental health emergency, call 911 or go to the nearest emergency room.³ If you have a care need that isn’t an emergency but requires prompt medical attention, go to urgent care.⁴

More ways to get care

Depending on where you live, you might have even more ways to get care with telehealth. Learn more at kp.org/getcare.

Footnotes
¹When appropriate and available. If you travel out of state, phone appointments and video visits may not be available in select states due to licensing laws. Laws differ by state.
²High deductible health plans may require a copay or coinsurance for phone appointments and video visits.
³If you believe you have an emergency medical condition, call 911 or go to the nearest hospital. For the complete definition of an emergency medical condition, please refer to your Evidence of Coverage or other coverage documents.
⁴An urgent care need is one that requires prompt medical attention, usually within 24 or 48 hours, but is not an emergency medical condition. These can include minor injuries, backaches, earaches, sore throats, coughs, upper-respiratory symptoms, and frequent urination or a burning sensation when urinating.