Frequently Asked Questions

Yes. Representatives at Kaiser Permanente Customer Service and Member Services are available to help you find information on:

• benefits and coverage information for PSHB Plans, including adding or deleting dependents, getting copies of your health care coverage document, claims, and the dispute resolution process
• copayments and billing
• enrollment and eligibility
• ID cards, including replacing lost or stolen cards
• services, including healthy living classes and support groups

For assistance with your Kaiser Permanente membership, contact the appropriate plan’s member services team.

When urgent and after-hours care or advice is needed, our Kaiser Permanente Nurse Advice and Appointments centers are here for you 24/7.

To get help with care or make an appointment, call 866-454-8855.

For assistance obtaining a new or replacement ID card and to schedule care before receiving it, contact the appropriate Kaiser Permanente plan’s member services team.

To provide us with a change of information, contact the appropriate Kaiser Permanente plan’s member services team. Members should also provide the change of information to their employing agency.

If you currently have Kaiser Permanente PSHB Self and Family enrollment, use the Kaiser Permanente Enrollment Change Form on our Tools & Resources: Brochures and Forms page.

If you need to change the enrollment type from Self Only to Self and Family (or vice versa), submit a PSHB Standard Form 2809 to your agency’s human resource office. To view instructions for employees and retirees, visit OPM’s website.

To add a foster child to your current Kaiser Permanente PSH Self and Family enrollment, you must first establish the child’s eligibility through your federal agency’s human resource office. For more information, refer to OPM’s Guide to Adoption and Foster Care Programs for Federal Employees.

For assistance with enrollment transactions, personnel from federal agencies and payroll offices should contact the appropriate Kaiser Permanente service center.

You have many locations to choose from, and most offer multiple services — like routine doctor visits, lab tests and X-rays, and medication pickup — under one roof.

Once you register on kp.org, you can use My Health Manager to make routine appointments at Kaiser Permanente facilities online.

If you prefer, you also can call your Kaiser Permanente facility to make or change appointments. You can find the phone numbers in our facility directory.

Many of our locations offer same-day, after-hours, and weekend services. You can also find valuable health information for self-care on our Web site.

We cover 24-hour emergency care from Plan and non-Plan providers anywhere in the world.

Many of our facilities have Urgent Care departments and provide same-day appointments. You can also call us to speak to an advice nurse who can help assess your symptoms, provide advice when medically appropriate, and answer questions about medical problems.

Eligible emergency services are covered anywhere in the world. However, you must receive non-emergency or routine care within your home service area under your Kaiser Permanente benefit plan.

You also have access to a limited Visiting Member benefit when temporarily in another Kaiser Permanente service area or a limited Travel Benefit for continuing or follow-up outside your home service area by more than 100 miles.  For information, please refer to your Kaiser Permanente plan’s PSHB brochure’s Section 5(h), Wellness and other special features.

Yes. You can choose and change your doctor anytime, for any reason.

We have highly respected doctors from some of the top medical schools in the country, carefully selected so that you can make the right choice for you and your family.

With kp.org, it’s easy to browse doctor profiles and review their information including:

• Location
• Education
• Credentials
• Specialties
• Language
• Gender
• Profile photos

In most regions, you can also call Member Services for help selecting a doctor. (In Hawaii, you can use kp.org to search for a doctor, but you’ll need to contact the facility where you plan to receive care for help in making your selection.)

Find out more about choosing a physician.

It’s easy. The medical records team at your local Kaiser Permanente facility will assist in requesting your records from your current physician.

Learn more about how easy it is to get started at kp.org

Yes. Call your nearby Kaiser Permanente pharmacy, provide your prescription number(s) and the name and phone number of your current pharmacy, and our pharmacy team will take care of the rest! Once you’ve transferred your prescription(s), you can also save time by ordering most refills online — and with our mail-order program, you can get most of your refills mailed to you at no extra charge.

For information on the available dental and vision benefits in your Kaiser Permanente region, visit our Tools & Resources: Brochures and Forms page and refer to your Kaiser Permanente plan’s PSHB brochure and Summary of Benefits and Coverage.

Try a total health assessment and get a personalized plan to improve your health. It’s like having a personal health coach. You can also track your progress on your schedule from the convenience of your home computer. Visit our health assessment page to get started.

When you register on kp.org, you’ll get secure access to My Health Manager — your one-stop resource for managing your care online*.

• Email your doctor’s office
• Refill prescriptions
• View most lab test results
• Schedule or cancel routine appointments
• Care for a family member using these features

To get all the convenient features of My Health Manager on your smartphone, download the Kaiser Permanente app for free on your preferred app store. Act for a Family Member allows you to act on behalf of another adult family member if you have that member’s consent or for your child under age 12.

Members and nonmembers can access the following online features:

• Answers to your questions in the health and drug encyclopedias
• Tips and information on a variety of health topics, from weight maintenance to fitness
• Audio downloads to help you sleep better, lower stress, and more

Explore all the features available on kp.org.

*When you receive care at Kaiser Permanente facilities. Some services not available in all areas.

Yes. Learning more about your health is a part of a well-balanced life—and as a Kaiser Permanente member, you have access to a variety of healthy living classes and other resources on topics including:

• Nutrition
• Fitness
• Stress management
• Weight loss
• Smoking cessation
• Managing ongoing health conditions
• Diabetes
• Heart health
• Asthma
• Depression

At many locations, we also offer classes — like tai chi and yoga — to help you reach your personal fitness and wellness goals. (Some classes may require a fee and vary by location.)

At Kaiser Permanente, you get:

• Care and coverage together: to help keep you healthy and make life easier.
• Access to top primary care doctors and specialists.
• Facilities with multiple services you need under one roof at most of our locations, so you can visit your doctor or specialist, get a lab test, and then pick up your prescriptions on your way to your car.
• Online tools that let you email your doctor’s office, refill prescriptions, make routine appointments, and more*.

* When you receive care at Kaiser Permanente facilities. Some services not available in all areas.

We’re glad you’re in good health—and we want to help you stay that way. That’s why we offer:

• Easy access to preventive care—like health care screenings, cholesterol tests, and mammograms, which can help detect problems early.
• Regular well-child visits and immunizations for children.
• Online tools, healthy living classes, and wellness programs to give you the inspiration and information you need to live a happy and healthy life. (Classes vary by location, and some classes may require a fee.)