These are answers to some common questions from members about getting care at Kaiser Permanente. If you don't find the help you need, contact Member Services.
Find convenient ways to get care.
You may view profiles of physicians and other providers in the Provider Directory.
Submit your choice online: To choose your primary care provider online, you must sign in. In the Provider Directory, select the name of the provider you want, then select the blue “Choose Me” button.
By phone: You also may call Member Services during business hours, Monday through Friday, to designate a personal physician.
You may change your primary care doctor at any time. Sign in, go to that provider’s profile page in the Provider Directory, and select the blue “Choose Me” button. You also may change your primary care provider by calling Member Services.
See also Choose or change your doctor.
If you want to see a doctor at a Kaiser Permanente medical center, call the medical center where the doctor is based. If you are registered on the Kaiser Permanente member website, you can schedule the appointment online by signing in and going to the Appointments card on your secure home page.
If you want to see a doctor in our network (doctors who don't work at a Kaiser Permanente–owned clinic), call that medical clinic to make an appointment. If you are seeing a specialist in the network, you may need a referral from your health plan, also called an authorization.
Kaiser Permanente members can make appointments directly with some specialists at Kaiser Permanente medical offices without a referral from their primary care provider, and you may need a referral for certain specialty appointments at Kaiser Permanente. Contact your provider or Member Services with any questions.
To see a contracted or network specialist who doesn't work at a Kaiser Permanente–owned facility, an authorization from your health plan may be needed.
In a life-threatening situation, always call 911.
For non-life-threatening situations after hours, call our Consulting Nurse Service (the number is also on the back of your Kaiser Permanente member ID card). The consulting nurse will give you advice on how to best treat your condition and, when necessary, recommend that you go to a Kaiser Permanente urgent care center or an emergency room.
You can also chat online with a Kaiser Permanente provider using Care Chat once signed in to the member website or app.
If your question or concern is not urgent, you can sign in and send a secure email message, either to your health care team or to our Consulting Nurse Service. You should get a reply by the end of the next business day. (You must be registered on the Kaiser Permanente member website to access these services.)
If you are injured on the job, tell your employer immediately and complete any necessary internal forms.
When you first visit your doctor for this injury, tell the medical receptionist that you have a work-related injury. Be sure to complete workers' compensation forms, including a report of the accident. This will help us bill the appropriate insurance carrier. If you have questions about on-the-job injury claims, contact Member Services.
If the governor of Washington, the U.S. secretary of health and human services, or the president of the United States declares a state of disaster or emergency in your geographic area, you are still entitled to coverage from your plan.
Generally, during a disaster, your coverage will be temporarily expanded and allow you to:
• Obtain care from certain out-of-network providers at in-network cost-sharing
• Obtain care without a referral in cases where a referral would normally be required
• Obtain Part D medication refills sooner and in larger quantities than typically allowed
When the disaster is over (as announced by government officials or, if there is no announcement, 30 days after the disaster was declared), plan benefits and policies return to normal.
If you have questions about coverage during a disaster, please call us.
Member Services
1-888-901-4636
Monday through Friday, 8 a.m. to 5 p.m.
Medicare Member Services
1-888-901-4600
TTY: 1-800-833-6388 or 711
Monday through Friday, 8 a.m. to 8 p.m.
Extended hours (Medicare Member Services)
Oct. 1 - Mar. 31
Daily, 8 a.m. to 8 p.m.
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