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 consolidated some facilities, limited services or hours at others, and expanded video visit 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 or schedule a video visit to meet with a doctor face-to-face on your smartphone or computer:


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


IMPORTANT UPDATES

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

  • Temporarily consolidated some medical offices and limiting services or hours to reduce exposure for patients and staff.
  • Waiving costs for COVID-19 testing and treatment.
  • 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.


Temporary facility consolidations and changes

To help limit exposure and protect our members, staff, and community, we have temporarily limited services at the following locations. To help members continue to get care at home, we’ve increased the availability of video and phone visits.

If you have a previously scheduled appointment at one of our limited-service medical facilities, we’ll reach out to you about your care options.


Temporarily consolidated or limited-service facilities


Open facilities


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.

Schedule a video visit or complete 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.

  • Video or phone visit: Video Visit or Phone: It’s important to schedule a video or telephone visit us first If you have a respiratory illness or flu symptoms or have been exposed to someone at risk for coronavirus infection, you can schedule a video visit or phone call.
  • E-visit: If you believe you have COVID-19, you can also complete an e-visit. Select “Coronavirus (COVID-19) Concerns” and answer questions about your symptoms to get care guidance and any necessary prescriptions. If you don’t already have an online account, you’ll need to register on kp.org to do an e-visit.
  • Call us: You can also call us if you think you have COVID-19 symptoms or believe you’ve been exposed. Call 1-800-777-7904 (TTY 711) for 24/7 advice.

Care for other conditions

You still have many ways to get care, including video visits, 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.

Si tenía una cita previamente programada en un centro de atención médica con servicios limitados temporalmente, nos comunicaremos con usted para hablar sobre sus opciones de atención.

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 1-866-530-8778 (TTY 711). 

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.
 

Safety protocols

We're taking numerous steps to create a safe work and care environment.

  • Greeters are located at the entrances of our medical centers to prescreen everyone who enters the facility. Members who screen positive are evaluated at a Kaiser Permanente triage location or can choose to have a phone visit. 
  • All members, visitors, and employees must wear a mask when in a Kaiser Permanente medical center. 
  • We are wiping and disinfecting all surfaces of the medical center including pharmacy, laboratory, and Radiology counters, reception desks and waiting rooms, and kiosks and check-in stations. 
  • We regularly disinfect high touch areas including door handles, elevator push buttons, waiting room chairs, wheelchairs, handrails, trash cans, soap dispensers, and ledges.

Testing, diagnosis, and treatment — no cost

To alleviate costs and stress for our members, we’re waiving all out-of-pocket costs for inpatient and outpatient COVID-19 services, effective March 17. You don’t need to file a claim or take any action — this simply means we won’t bill you a copay, coinsurance, or deductible for services to test, diagnose, and treat COVID-19.

Testing and diagnosis are also available at no cost. Remember, tests are only available with a doctor’s referral.

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 visitor policy

For the health and safety of our patients, doctors, and staff, please follow these new guidelines when visiting our facilities:

  • Don’t bring other people with you unless you need help or don’t have childcare.
  • If you need assistance, please bring only 1 visitor. 
  • Please don’t visit or accompany patients if you’re sick or have a fever, cough, or cold.
  • When visiting our facilities, we ask that you please wear your own mask and practice physical distancing.  
  • Wash your hands, cover your cough, sneeze into a tissue or your elbow, and avoid touching your eyes, nose, and mouth.

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.

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.