What should I do if I have a medical emergency?

Immediately go to the nearest hospital or any facility that can give you the care you need.2 In the U.S., you can also call 911.

Always use the emergency services available where you are. You don’t have to get approval first to get emergency or urgent care.

If you get care from a non–Kaiser Permanente provider, call us once your condition is stable to let us know you’ve received emergency care or been admitted to a hospital. If appropriate, the doctor treating you can call instead.

If you’ve been hospitalized and need post-stabilization care, you’ll need approval first. Your call starts this process and helps protect you financially.

What if I have an urgent medical condition that isn't an emergency?

Getting care in a Kaiser Permanente service area

  • Visit a Kaiser Permanente urgent care clinic location. Find urgent care locations by visiting kp.org/locations or calling the Away from Home Travel Line at 951-268-3900.1

Getting care outside a Kaiser Permanente service area (United States/outside of the United States)

  • Go to the nearest hospital or any facility that can give you the care you need. We’ll cover urgent care at non–Kaiser Permanente facilities anywhere in the United States while you are temporarily outside of your service area.

What do I do if I'm hospitalized while away from home?

Whether you need emergency care or a hospital stay, the Away from Home Travel Line at 951-268-3900 can offer you advice and assistance.1

If you get care from a non–Kaiser Permanente provider, call us once your condition is stable to let us know you've received emergency care or have been admitted to a hospital. If appropriate, the doctor treating you can call instead.

If you need to be hospitalized for poststabilization care, you'll need to contact us for approval first. Your call starts this process and helps protect you financially.

How do I see a doctor when I’m in another Kaiser Permanente service area?

Call the Away from Home Travel Line at 951-268-3900.1

  • They will give you a special medical record number (MRN) or health record number (HRN) and information for making an appointment.
  • You'll only use this MRN or HRN in the area you're visiting.
  • When you get back home, you'll use your home MRN or HRN to get care.

What if I run out of medication during my trip?

If you're not in a Kaiser Permanente service area, you can get your medication refilled at a local pharmacy as long as you have refills left on your prescription. 

When you go to the pharmacy, please have the following information ready:

  • your Kaiser Permanente medical record number
  • your current pharmacy's name and phone number
  • your prescribed medication's name, strength, and directions for use
  • the name and phone number of the doctor who gave you the prescription

Once the local pharmacy has this information:

  • They'll call your Kaiser Permanente pharmacy to transfer your prescription.
  • You'll need to pay for the medication and file a claim for reimbursement later.3
  • If you need assistance, call the Away from Home Travel Line at 951-268-3900.1

If you're in a Kaiser Permanente service area, call the Away from Home Travel Line at 951-268-3900.1

  • We'll help you find a pharmacy nearby.
  • Depending on your plan, you may need to pay for your medication upfront and file a claim for reimbursement later.3
  • You'll also need to pay any copays, coinsurance, or deductible payments you would pay at home.

Reviewed: May 2018
Kaiser Permanente reviewers

© 2018 Kaiser Permanente

1This number can be dialed 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.

2If you reasonably believe you have an emergency medical condition, call 911 or go to the nearest emergency department. An emergency medical condition is a medical or psychiatric condition that requires immediate medical attention to prevent serious jeopardy to your health. For the complete definition of an emergency medical condition, please refer to your Evidence of Coverage or other coverage documents.

3The amount members are reimbursed will depend on what their copays or coinsurance are, whether they have a deductable, and other plan limitations, consistent with the terms of the member’s Evidence of Coverage or other coverage documents.