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February 28, 2020

Important privacy notice for some Kaiser Permanente members

Kaiser Permanente is committed to protecting the confidentiality of our members’ personal information.

Who is this notice for?

Recently, Kaiser Permanente sent letters to members who were affected by a privacy matter that occurred between October 6 and December 20, 2019. Unfortunately, some of those letters were returned as undeliverable, and for a very small number, we have not been able to find current addresses. Therefore, we are posting this notice to try to reach those members.

What happened?

During a project to improve mailing addresses for correspondence with Southern California members, an error caused some members’ former addresses to be temporarily used for one or more mailings between October 6 and December 20, 2019. The error was first recognized November 1, 2019, and we began an analysis to identify and correct the source of the problem. Addresses were corrected in our system on December 20, 2019. The correspondence mailed may have included appointment reminders, care reminders, surveys, referral letters, and Explanations of Benefits.

What information was involved?

The information in the mailings included demographic information such as first and last name and former address, and may have included medical information such as diagnosis or medication, billing information, and health insurance information. Social Security numbers and any credit card information were not included in the mailings. While we believe the risk is limited, there is a possibility that the information could be used inappropriately or further disclosed.

What we are doing

After the error was discovered, we conducted an investigation, created an action plan to correct the addresses, which occurred on December 20, 2019, and are developing training for staff to prevent this kind of error in the future. We have no indication to believe that the information is being used for fraud or other criminal activity. The department that sent the original mail has re-sent it or will re-send it if determined necessary.

What you can do

As always, we recommend that you review your health statements for accuracy and let us know if something does not look right.

Kaiser Permanente respects your right to file a complaint. If you have any questions or concerns, or wish to file a complaint with us, please contact us at 1-800-464-4000, 24 hours a day, 7 days a week (closed holidays). For TTY, call 711.

If you are concerned about identity theft and would like more information on ways to protect yourself, visit the Federal Trade Commission’s Identity Theft website at www.ftc.gov/idtheft.

Kaiser Permanente offers our sincerest apology that this unfortunate incident occurred. We assure you that safeguarding your information is one of our highest priorities.