8:22 pm, July 9, 2014

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  • Cut or expand or both?
    Bill Samuel
    Earlier this year Kaiser reduced services at some facilities, including Kensington. Lab, radiology, pharmacy and urgent care hours were all reduced. At the same time, they are establishing new facilities. The new approach complicates things for patients because they are doing more specialization at centers. This means you can't just go to the Center close to you. You have to use various centers, most of which are at some distance. My wife's major reason for wanting us to move to Kaiser was that she wouldn't have to drive a bunch of different places to receive medical care. But Kaiser is changing so that we do. And often they will be much farther than specialists that we would have been referred to under a plan that does not have centers. Kaiser is not always very customer-friendly. They are bureaucratic. Their so-called Member Services is totally useless. It is impossible to get any meaningful information from them at all. They need to bring a consultant who specializes in customer relations to straighten themselves out. They are going downhill.
    Bill Samuel Silver Spring, MD 20906
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