At Kaiser Permanente, you have the right to:
Receive information about Kaiser Permanente, our services, our health care practitioners and providers, and your rights and responsibilities.
Be treated with consideration, compassion, and respect taking into account your dignity and individuality, including privacy in treatment and care without regard to your race, religion, ethnicity, color, national origin, cultural background, ancestry, language, gender, gender identity, gender expression, sex, sexual orientation, marital status, physical or mental disability, genetic information, age, or financial status.
Be supported in selecting and changing clinicians and seeking a second opinion within our plan.
Participate with practitioners in making decisions about your health care.
Receive full information about your care, including a candid discussion of appropriate or medically necessary treatment options for your conditions; the benefits, risks and alternatives of recommended treatments or procedures regardless of cost or coverage; and realistic alternatives when hospital care is no longer appropriate. We'll provide information in a way you can understand and provide an interpreter if you need one.
Receive assistance when you face difficult medical ethics issues by arranging consultations with members of our ethics services staff.
Be supported if you change your mind about any procedure, refuse treatment or decline to participate in medical training programs or research projects, and inform you of the consequences of your refusal.
Be respected for your right to personal privacy and your right to make decisions about your future.
Give instructions about what is to be done if you are not able to make medical decisions for yourself. The legal documents that you can use to give your directions in advance are called "advance directives".
Timely access to your covered services and drugs. As a plan member, you have the right to get appointments and covered services from our network of providers within a reasonable amount of time. You also have the right to get your prescriptions filled or refilled at any of our network pharmacies without long delays.
Be transferred only when medically appropriate and when the receiving facility is ready to accept you.
Receive the names, professions, and educational backgrounds of the people treating you.
Expect that the confidentiality of all personal health information, communications, and records regarding your care are protected. This information will not be released to any person or entity not affiliated with Kaiser Permanente without your prior authorization. We may make exceptions to this policy only when the release of information is authorized by law or when the information is to be used for quality improvement activities, bona fide research, or statistical reporting. You may review and obtain copies of your medical or dental records, unless restricted by law or when detrimental to your own well-being. If you think part of your medical record is incorrect, you may add a statement listing your objections and corrections.
Receive a response in an appropriate, confidential, and timely manner to any concerns you have about your care or services provided, without sanction or reprisal. Membership Services will inform you of member satisfaction procedures and resources available to assist you.
Be informed of business relationships between your Health Plan and others — health care providers, educational institutions, insurer — that may influence your treatment and care.
Receive information about charges and payment methods. We will provide an itemized statement of non-covered services upon request, for an additional service charge.
Voice your complaints freely without fear of discrimination or retaliation. If you are not satisfied with how your complaint was handled, you may have us reconsider your complaint.
Make recommendations regarding Kaiser Permanente’s Member Rights and Responsibilities policy.
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