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. 

No matter your health needs, you have many safe ways to get care. Whenever possible, we encourage you to first connect with your care team through email. They can review your concerns, get you the care you need, or help determine if an in-person visit is necessary.

Expanded phone and video visits allow you to get care from home, work, or on the go. New to video visits? Watch this short video to learn how to get started.

Concerned you may have symptoms of coronavirus? Start with a COVID-19 assessment to share your symptoms and get guidance for care:
 


IMPORTANT UPDATES

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

  • Limiting the number of open medical and dental offices to reduce exposure for patients and staff.
  • Having greeters at the entrances of our medical facilities to welcome and prescreen staff and visitors.
  • Requiring masks for all members, visitors and staff in all medical and dental offices.
  • Enhancing cleaning procedures to disinfect our facilities and help prevent the spread of COVID-19.
  • Encouraging mail-order pharmacy with no cost, fast delivery to your home..
  • Adding signage, wayfinding, and physical barriers to help maintain physical distancing.
  • Updating our visitor policy to help keep our most vulnerable patients safe.

Where to get care


Temporary facility closures

To help limit exposure and protect our members, staff, and community, we have temporarily stopped providing in-person care at the following locations. All services, including pharmacy, are temporarily closed at these medical and dental facilities, and all Care Essentials locations will temporarily discontinue in-person patient care. 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 the temporarily closed medical or dental facilities, we’ll reach out to you about your care options.


Temporarily closed 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.

Start with an online assessment

We’re testing all symptomatic members, as well as members without symptoms who are required to have a test for travel, are coming in for certain surgical procedures, or who require testing for other reasons. For your convenience, you can either call our 24/7 advice line at 1-800-813-2000 (TTY 711) to speak with a clinician about your symptoms or schedule a phone or video visit with your primary care clinician. We’ll give you instructions on where to get tested if you meet the guidelines.

Click here to learn more about testing. 

  • COVID-19 assessment: If you’re concerned that you or a family member are showing symptoms of COVID-19 or have been exposed, complete our new online screening tool to assess your symptoms and get connected to care guidance, including online care from a Kaiser Permanente doctor. COVID-19 tests are only available when a doctor refers you, so please don’t visit a facility for testing unless you have an appointment.
  • Call us: Talk with a clinician about your symptoms, get screened for a test, and get advice on self-care. Call 1-800-813-2000 (TTY 711).
  • Video or phone visit: Schedule a video or phone visit by signing in to the Kaiser Permanente app or kp.org. You can also call our 24/7 advice line at 1-800-813-2000.

Care for other conditions

You still have many ways to get care, including video visits, phone appointments, e-visits, 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.

If you had a previously scheduled appointment at a medical or dental facility that has been temporarily closed, we’ll reach out to you to discuss your care options.

 

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 mental health advice, visit kp.org/getcare

 

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

Over the coming weeks, we'll begin to reschedule some nonurgent medical and dental services and procedures according to guidelines from the governors of Oregon and Washington along with the Oregon Health Authority and Washington Department of Health, to prioritize the most critical care needs. Members who had a previously scheduled surgery or procedure postponed will get a call from their care team once we're able to reschedule. 
 

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.
 

Prescriptions, refills, and pharmacy hours

To help ensure the safety of our community, we’re encouraging members to use mail order for prescriptions and refills. Most prescriptions can be filled by mail and will arrive in 3 to 5 business days. You can select shipment notifications in the Kaiser Permanente app to track your order. Visit kp.org/rxrefill to get started. 

For in-person pharmacy needs, curbside pickup is now available. Please order 24 hours in advance by calling the phone number on your prescription bottle. The prescription will be available for curbside pickup at your selected open pharmacy. Please check in with a greeter when you arrive.

Until we return to regular operations, access to our pharmacy lobbies will be limited. Ordering in advance or using mail-order pharmacy will allow us to help provide you with the best service.

In response to the emergency orders in Oregon and Washington states, we will allow early refills. Unless there’s a clinical concern, early refill requests for noncontrolled substances will be allowed when you have a current supply of 30 days or less on hand. All usual copays apply in accordance with your plan benefits.

Changes to our hospital visitor policy

For the health and safety of our patients, doctors, and staff, we are strictly limiting visitors in our hospitals. Anyone under 17 who is not a patient may not visit patients at this time. Family members can be with their loved one under special circumstances:

  • Labor and delivery and postpartum — 1 visitor per day
  • Hospice/end of life — COVID-19 positive patient, 1  visitor only, Not COVID-19 positive patient, 2 visitors only
  • Pediatric patients  — 2  visitors only 

Please do not visit or accompany patients if you have a cough or cold or are sick.

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. View the complete policy here

 

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.