How virtual care works at Kaiser Permanente

by Kaiser Permanente | July 30, 2026


 
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With Kaiser Permanente, you get access to telehealth 24/7. If you’re new to getting care online, you can explore the pros and cons of telehealth to understand virtual care in general. 

What is telehealth? 

Telehealth makes it easy for you to get the care you need and save time along the way. You can use telehealth (also called telemedicine services) on your phone, computer, or the Kaiser Permanente app. Your doctor or care team can diagnose your health issue and prescribe treatment or, if needed, medication.   

See all the ways you can get telehealth care through Kaiser Permanente, how each one works, and how to get started.

How does telehealth work at Kaiser Permanente?

Members can use our 24/7 advice line on day one. To request phone appointments and video visits, you’ll need to make a kp.org account. When you sign in, you can email nonurgent health questions to your care team. You can also use virtual care options that don’t need an appointment.  

How much does telehealth cost at Kaiser Permanente?

It can vary. Telehealth services cost $0 with most of our health plans. To make sure, you can check your Evidence of Coverage (EOC) or call Member Services.

Types of telehealth appointments

If you have a busy schedule, find it hard to get around, or feel more comfortable at home, you can choose from many types of telehealth examples. These range from a quick video visit or phone appointment to our 24/7 advice line, e-visits, and secure email.

24/7 virtual care

Get care when you need it anywhere in the U.S., from a Kaiser Permanente clinician who has access to your health record.1

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No appointment needed

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Available by mobile device or computer

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   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 tell you how to get care fast — either by phone or online. Where available, you can also see wait times to help you make the right choice. 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 with 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
 

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With or without an appointment

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Available by mobile device or computer

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– Set up for a video visit
– Visits usually last 15 to 30 minutes

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   Covered at no extra cost with most plans2


 


 
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How it works
You can schedule an appointment ahead of time or get fast 24/7 advice support. Before you connect, make sure you’re set up for your video visit. Then choose how you’d like to talk with a doctor or nurse. Using either a mobile device or computer is fine. Just be sure it has a camera. 

When it’s time for your visit, you’ll “check in” online on kp.org — or click the link we send you by email or text. This lets the doctor or nurse know you’re ready. Once they connect, you’ll see them on the video screen. 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. Then they can find out what’s wrong, treat you, and prescribe medication — just like during an in-person visit.

Do I need my camera on for a telehealth visit?
If you’ve set up a video visit appointment, you’ll need to turn on your camera. This helps your clinician assess your symptoms and confirm who you are. For phone visits, you don’t need a camera. You can just talk with your provider over the phone.

Phone appointment

Talk with a doctor or nurse over the phone.1

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With or without an appointment

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Available by phone

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Visits usually last 15 to 30 minutes

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   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 24/7 advice support.

A Kaiser Permanente doctor or nurse will call you to start your visit. From there, it’s just like an in-person visit but without the exam room. The doctor or nurse will find out what's wrong, treat your health concerns, work with you to create an individual 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 what they need to give you the right care. No unnecessary questions. No repeat tests or procedures. No need to repeat what you’ve said before.

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. 

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No appointment needed

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Available by mobile device or computer

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

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   Covered at no extra cost


 


 
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How it works
Unlike a typical in-person visit, e-visits are done online without an appointment. This means 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). Then you’ll answer some questions about your symptoms.

When you finish, a few things can happen depending on your answers. For minor conditions, we’ll send you some online resources and articles right away to help you care for your condition. This 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. They’ll give you 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.

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No appointment needed

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Available by phone

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

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   Covered at no extra cost


 


 
Person talking with Kaiser Permanente team member

How it works
If you have health questions or can’t reach your doctor right away, you can get no-cost advice within minutes. 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.

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No appointment needed

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Available by mobile device or computer

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Get a reply within a few business days

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   Covered at no extra cost


 


 
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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. This includes doctors, nurses, and specialists you’ve seen before. You can also email questions about your coverage to Member Services. 

When your care team gets back to you (usually within a few business days), we’ll send an email to your personal address. It will say there’s a message waiting for you on kp.org. Remember, all your messages become part of your electronic health record. This makes it easy for you and your doctors to keep track of past messages and make smart choices about your care.

Tip for emailing your doctor or care team
To help your care team quickly meet your needs, try to share as much information as you can in your message. This will help cut down on 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 clear words to show how strong your symptoms are. Details matter. Your message should say what your symptoms are, how long you’ve had them, if there’s pain and how much, and how often it happens.
  • Ask a follow-up question to a doctor you’ve seen recently.
  • Give medication updates. Start with the name or brand of your medication. Describe any side effects. Also, say how long you’ve used the medication and whether you’ve taken anything else.
  • Ask for a referral for a health issue your doctor has seen recently. (For new health issues, you’ll usually need to request an appointment to talk about them. If needed, your doctor may give you a referral during the appointment.) 
  • Ask for testing or ask about test results. For questions about a test, say 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.

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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.