You and Kaiser Permanente

We believe that a little prevention goes a long way. That's why we suggest getting familiar with Kaiser Permanente today, before you even need us.

Start right here, at kp.org. You can visit doctor home pages to learn about each physician's approach to care. Then register online to choose a physician, make routine appointments, email your doctor's office, and much more.

While you're getting to know us, be sure to check out our preventive care recommendations to keep you and your family healthy all year round.

We take your patient rights seriously. We honor your right to privacy and believe in every person's right to considerate and respectful care.

 

Member and patient rights and responsibilities

At Kaiser Permanente, we believe maintaining good health is a very important part of your well-being. Providing the quality health care necessary to maintain your good health requires a partnership between you and your health care professionals. You need information to make appropriate decisions about your care and lifestyle choices. Your health care professionals need your involvement to ensure you receive appropriate and effective health care. Mutual respect and cooperation are essential to this partnership.It's important to know what you can expect and what we need from you when you receive care from us.

Kaiser Permanente does not unlawfully discriminate, exclude people, or treat them differently because of age, race, ethnic group identification, color, national origin, cultural background, ancestry, religion, sex, gender, gender identity, gender expression, sexual orientation, marital status, physical or mental disability, medical condition, source of payment, genetic information, citizenship, primary language, or immigration status.

Kaiser Permanente Member/Patient/Visitor Code of Conduct: We are committed to ensuring a safe, secure, and respectful environment for everyone – including our members, patients, visitors, clinicians, providers, health care teams, and employees.

Visitors are welcome at all Kaiser Permanente facilities.  Family and friends play a key role in helping loved ones recover during and after their stay in the hospital.

Patients who are capable of making decisions have the right to choose who can visit them. This includes anyone important to the patient, regardless of age, race, ethnic group identification, color, national origin, cultural background, ancestry, religion, sex, gender, gender identity, gender expression, sexual orientation, marital status, physical or mental disability, citizenship, primary language, or immigration status.

We expect all individuals to demonstrate civil and respectful behavior while on our premises or in virtual or home-health care interactions.

We expressly prohibit:

Abusive Language Including Threats and Slurs

  • Engaging in any action or behavior that would reasonably be interpreted as gender, racial, cultural, religious, or sexual orientation bias.
  • Engaging in any action or behavior that would reasonably be interpreted as abusive, aggressive, inappropriate, disruptive or uncivil.

Sexual Harassment

  • Engaging in behavior that would reasonably be interpreted as sexual harassment.

Physical Assault

  • Any act or threat of violence, or intimidation by means of an act or threat of violence, or behavior that would reasonably be interpreted as an act or threat of violence.

Weapons

  • Bringing a weapon to or carrying a weapon at: any KP premises, KP working environment, or KP care delivery areas.
  • The use or brandishing of any weapon or instrument to threaten or assault anyone on KP premises or in a KP working environment, including home health care services.
  • To maintain a safe, secure and respectful environment for all, we reserve the right to take appropriate measures to address abusive, disruptive, inappropriate, threatening, or aggressive behavior.  
Our commitment to each other

Kaiser Permanente is committed to providing you and your family with quality health care services. In a spirit of partnership with you, here are the rights and responsibilities we share in the delivery of your health care services.

Your rights

As a member of Kaiser Permanente, you have the right to:

Receive information that empowers you to be involved in health care decision making. This includes your right to:

  • Actively participate in discussions and decisions regarding your health care options.
  • Receive and be helped to understand information related to the nature of your health status or condition, including all appropriate treatment and nontreatment options for your condition and the risks involved — no matter what the cost is or what your benefits are.
  • Receive relevant information and education that helps promote your safety in the course of treatment.
  • Receive information about the outcomes of health care you have received, including unanticipated outcomes. When appropriate, family members or others you have designated will receive such information.
  • Refuse treatment, providing you accept the responsibility and consequences of your decision.
  • Give someone you trust the legal authority to make decisions for you if you ever become unable to make decisions for yourself by completing and giving us an advance directive, a durable power of attorney for health, living will, or other health care treatment directive. You can rescind or modify these documents at any time.
  • Receive information about research projects that may affect your health care or treatment. You have the right to choose to participate in research projects.
  • Receive access to your medical records and any information that pertains to you, except as prohibited by law. This includes the right to ask us to make additions or corrections to your medical record. We will review your request based on HIPAA criteria to determine if the requested additions are appropriate. If we approve your request, we will make the correction or addition to your protected health information. If we deny your request, we will tell you why and explain your right to file a written statement of disagreement. You or your authorized representative will be asked to provide written permission before your records are released, unless otherwise permitted by law.

Receive information about Kaiser Permanente and your plan. This includes your right to:

  • Receive the information you need to choose or change your primary care physician, including the name, professional level, and credentials of the doctors assisting or treating you.
  • Receive information about Kaiser Permanente, our services, our practitioners and providers, and the rights and responsibilities you have as a member. You also can make recommendations regarding Kaiser Permanente's member rights and responsibility policies.
  • Receive information about financial arrangements with physicians that could affect the use of services you might need.
  • Receive emergency services when you, as a prudent layperson, acting reasonably, would have believed that an emergency medical condition existed.
  • Receive covered urgently needed services when traveling outside Kaiser Permanente's service area.
  • Receive information about what services are covered and what you will have to pay and examine an explanation of any bills for services that are not covered.
  • File a complaint, grievance, or appeal about Kaiser Permanente or the care you received without fear of retribution or discrimination, expect problems to be fairly examined, and receive an acknowledgement and a resolution in a timely manner.

Receive professional care and service. This includes your right to:

  • See plan providers, get covered health care services and get your prescriptions filled within a reasonable period of time and in an efficient, prompt, caring, and professional manner.
  • Have your medical care, medical records, and protected health information handled confidentially and in a way that respects your privacy.
  • Be treated with respect and dignity.
  • Request that a staff member be present as a chaperone during medical appointments or tests.
  • Receive and exercise your rights and responsibilities without any discrimination based on age, gender, sexual orientation, race, ethnicity, religion, disability, medical condition, national origin, educational background, reading skills, ability to speak or read English, or economic or health status, including any mental or physical disability you may have.
  • Request interpreter services in your primary language at no charge.
  • Receive health care in facilities that are environmentally safe and accessible to all.
Your responsibilities

As a member of Kaiser Permanente, you have the responsibility to:

Promote your own good health

  • Be active in your health care and engage in healthy habits.
  • Select a primary care physician. You may choose a doctor who practices in the specialty of internal medicine, pediatrics, or family practice as your primary care physician.
  • To the best of your ability, give accurate and complete information about your health history and health condition to your doctor or other health care professionals treating you.
  • Work with us to help you understand your health problems and develop mutually agreed upon treatment goals.
  • Talk with your doctor or health care professional if you have questions or do not understand or agree with any aspect of your medical treatment.
  • Do your best to improve your health by following the treatment plan and instructions your physician or health care professional recommends.
  • Schedule the health care appointments your physician or health care professional recommends.
  • Keep scheduled appointments or cancel appointments with as much notice as possible.
  • Inform us if you no longer live or work within the plan service area.

Know and understand your plan and benefits

  • Read about your health care benefits and become familiar with them.
  • Detailed information about your plan, benefits, and covered services is available in your Evidence of Coverage or contract. Call us when you have questions or concerns.
  • Pay your plan premiums and bring payment with you when your visit requires a copayment, coinsurance, or deductible.
  • Let us know if you have any questions, concerns, problems or suggestions.
  • Inform us if you have any other health insurance or prescription drug coverage.
  • Inform any network or nonparticipating provider from whom you receive care that you are enrolled in our plan.

Promote respect and safety for others

  • Extend the same courtesy and respect to others that you expect when seeking health care services.
  • Assure a safe environment for other members, staff, and physicians by not threatening or harming others.

Reviewed by: Jim Page, March 2014