Getting care during the COVID-19 outbreak 


How you get care may be different during the COVID-19 outbreak, but there are still many ways to get the help you need. To get care information that’s specific to your area, select your state or region below. 
 

Looking for care options? Start with an e-visit or COVID-19 assessment to share your symptoms and get guidance for care:


I have a kp.org account


 


I don’t have a kp.org account


 

 To create a kp.org account, go to kp.org/register.


IMPORTANT UPDATES

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

  • Waiving costs for COVID-19 testing and diagnosis.
  • Encouraging members to fill prescriptions by mail.
  • Updating our visitor policy to help keep our most vulnerable patients safe.
  • Launching a COVID-19 hotline for general questions about the coronavirus. Call 1-877-813-7297 (TTY 711), between 7 a.m. and 7 p.m., 7 days a week.


Local facility updates

We’re gradually reopening facilities that were temporarily closed due to the coronavirus/COVID-19 pandemic. We’ll have safety measures in place, including requiring masks at all Kaiser Permanente locations. All Southern California Target Clinics are open with limited services. For a detailed listing of impacted facilities, visit kp.org/careoptions/scal.


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 e-visit or online assessment

We’re testing all symptomatic members, as well as members without symptoms who are coming for a clinical procedures or who require testing for other reasons. You need a referral from a Kaiser Permanente doctor and an appointment to get tested. To make an appointment, call 1-833-574-2273 (TTY 711). If you meet testing guidelines, we’ll give you instructions on what to do next.

Click here to learn more about testing. 

  • E-visit: If you believe you have COVID-19, please complete an e-visit. Select “Coronavirus (COVID-19) Concerns” and answer questions about your symptoms to get care guidance and any necessary prescriptions. If you don’t already have an online account, you’ll need to register on kp.org to do an e-visit. 
  • COVID-19 assessment: If you think you have COVID-19 but don’t have a kp.org account or are not a Kaiser Permanente member, please complete our COVID-19 assessment for further advice on getting care.
  • Phone or video visit: Schedule a phone or video visit by signing in to the Kaiser Permanente app or kp.org. You can also call our 24/7 advice line at 1-833-574-2273

Care for other conditions

You still have many ways to get care, including phone appointments 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 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 24/7 mental health advice, visit kp.org/getcare or call 1-800-900-3277 (TTY 711).

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


Resuming procedures and surgeries

Kaiser Permanente is beginning to resume many of the temporarily delayed medical services, including procedures and surgeries in a coordinated manner that will continue to protect our patients, staff, physicians, and communities. We are carefully reviewing all patients who were postponed at the onset of the pandemic and prioritizing among those who are at risk of disease progression and worsening clinical conditions over time.​ ​

Your care team will reach out to you to schedule your procedure or surgery. As always, you can call or email your care team with any questions about your ongoing care needs.

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.

Safety protocols

We’re implementing safety protocols in our medical offices to continue to protect our patients, staff, and communities, including: ​

  • Ensuring all staff and physicians use appropriate personal protective equipment, keeping both our care teams and our patients safe. ​ 
  • Intensive cleaning and hygiene regimens, including disinfecting all areas continually in every area of our medical centers throughout the day. ​ 
  • Reconfiguring facilities, including waiting areas and cafeterias, to ensure safe environments that enable physical distancing.​ 
  • Temperature checks and screening at entrances.​ 
  • The requirement that all staff, physicians, and visitors wear masks in our facilities.​ 
  • Stringent visitor restrictions to help protect patients, staff, and physicians.

Prescriptions, refills, and pharmacy hours

To support physical distancing, we’re encouraging members to use mail order for nonurgent prescriptions and refills. This will also save you time and may reduce costs. You can avoid standing in line and get a 3-month supply of most prescriptions for the price of 2 months. We’re working to deliver mail-order prescriptions within 3 to 5 days, but try to plan ahead when possible.

Visit kp.org/rxrefill to get started. For urgent prescriptions, visit your closest available Kaiser Permanente pharmacy. 

Changes to our visitor policy

For the health and safety of our patients, doctors, and staff, and in accordance with recent guidelines from the state of California, we are limiting visitors in our facilities. Anyone under 14 who is not a patient may not visit patients at this time.

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.

Hospitals

  • Same-day surgery — 1 visitor only 
  • Labor and delivery, postpartum, and pediatrics, including PICU and
  • NICU — 1 visitor/birthing partner only
  • Pediatrics, PICU, and NICU — 1 visitor at a time, rotating between 2 designated caregivers
  • Hospice/end of life — 1 visitor only
  • Patients with cognitive disabilities who need assistance — 1 adult caregiver, 18 years or older
  • Language assistance — 1 person, only if interpreter services aren’t sufficient
  • Drivers for arriving surgery patients — may enter to provide contact information, and then must leave until the patient is ready for discharge

Emergency Departments

No visitors are allowed in our Emergency Departments, except for:

  • End of life care, by special arrangement
  • Patients with cognitive disabilities who need assistance — 1 adult caregiver, 18 years or older
  • Language assistance — 1 person, only if interpreter services aren’t sufficient
     

Medical offices 

No one accompanying a patient may enter if they have cold or cough symptoms. Exceptions may apply for single adults with a pediatric patient. Otherwise, we’re accepting patients only, except for:

  • Pediatrics — 1 adult accompanying a child; for newborns under 4 weeks, the mother may bring another adult to the visit 
  • Patients with cognitive disabilities who need assistance — 1 adult caregiver, 18 years or older
  • Language assistance — 1 person, only if interpreter services aren’t sufficient
  • Care assistance – 1 visitor if a patient needs assistance with care or transportation

 

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.