I have been extremely disappointed with the responsiveness of Kaiser Member Services and Grievance Operations, as well as the lack of timely access to psychiatric care. Throughout the grievance process, I experienced repeated difficulties obtaining updates and communicating with the individuals assigned to my case. Calls often went unanswered, voicemail boxes were full, and messages were not returned in a timely manner. In addition, obtaining timely psychiatric care has been unnecessarily difficult. Mental health concerns should be treated with the same urgency and importance as physical health concerns. Delays in access to psychiatric services and the challenges involved in coordinating care have added unnecessary stress during an already vulnerable time. Patients who file grievances are often doing so because they are already dealing with important healthcare concerns. It is frustrating to feel unheard or unable to obtain basic information regarding the status of a complaint. Effective communication, timely access to care, and continuity of care are essential components of quality patient care, and unfortunately, my experience has fallen short of those expectations. I hope Kaiser reviews the accessibility and responsiveness of Member Services, Grievance Operations, and psychiatric services to ensure that members receive timely communication and appropriate mental health care. Patients should not have to repeatedly advocate for themselves or resort to outside complaints simply to receive responses and access to necessary treatment. read more

I believe in communication , their skills are good for their experience and help! And they did! Sometimes being a helpful person doesn't help you!!! Step outside for awhile. When you walk back in just be real . Life and truth, good and bad, SMILE! read more

Kaiser tends to allow people with mental health. Needs to wait 6 weeks between appts, barely hanging on by a thread. During the pandemic, Kaiser therapists would no who's ALOT and not reschedule. So I demanded to be referred outside at their cost. They sent us to Lifestance with a therapist that no showed. Then sent us to Grow Therapy to a rude, unprofessional therapist that disliked our professional feedback so much, they dissappeared kn my teen & left her hanging to figure out finding a new therapist on her own. We found a 2nd Grow Therapy therapist rhrough Kaiser and she was decent. Then suddenky cancelled all future appts with NO EXPLANATION, NO TERMINATION SESSIONS, after treating my teen who had abandonment issues. 2 Failed therapists. When I filed a firmal complaint, they did NOTHING. I told Kaiser & they alsi did nothing. Si we are back with Kaiser begging for appts every 3 weeks instead of 6 weeks. Patients should be able to work with a therapist weekly if they feel the need. I guess Kaiser must learn theough lawsuit because it is a machine that does not care about humans. Bu I happily attribute the 1 star for amazing Dr. Flores who saw my kid for about 2 yr, 7 yr ago; Cesar Chavez who I saw about 2 yr, 7r ago; & Ms. Washington (Mgr) who helped me find a new agency after Lifestance, then Grow Therapy failed my kid THREE TIMES. Kaiser, stop depending on group sessions, medications, & 8 appts per yr to get people who are suffering with day to day functioning, to actually do well. The famous Kaiser of the ACES study is dead. You are a machine & humans are a cog. Sick. read more

I came here a few years ago to rule out my son having adhd/autism and the doctor I spoke with said she could definitely see that there was something. Sent me home with paperwork for myself, other family members, and school staff to fill out. Did my part with absolutely no response or follow up. After several attempts to speak with someone or get any information, I was completely ignored, so I gave up. I have moved to Sacramento and am restarting the whole process over because they didn't even bother to scan the paperwork into the system. These people really don't care. I also went to talk to a doctor for my own personal reasons. The first time we spoke was wonderful, I felt like she truly cared. This location pushes people to do group therapy instead of one on one sessions but i requested i only speak to the same person one on one. It took a while for that to happen but when I finally was able to see her, I had gained weight I was also wearing colored contacts. The whole session she would blankly stare at me and kept making the comment "im sorry you look so different" and all of her responses to everything was to basically get over it. I would never recommend this place to anyone. read more

When people think of mental health facilitates, they probably imagine a bunch of people heavily medicated on anti psychotics or John George in San Leandro. This place is the total opposite of that. Two years ago, I was taking 18 units and teaching full-time as an intern teacher. In the middle of it, I wanted to quit because I couldn't handle the stress. Most of stress stemmed from working with students who have been kicked out of the district due to a variety of reasons. One of the people in charge thought it was a good idea to place me with these students even though I lack formal training on how to handle violent students. A few weeks into the job, I witnessed something traumatic that happened at one of the schools. This also lead to months of investigations by school personnel, law enforcement, personal investigators etc. In the middle of all this, I almost lost my mind. Since I couldn't quit due to the possibility of having my credential suspended, I needed to talk to to a professional. At this point, talking to close friends etc wasn't going to cut it. Chris A. is one of the best darn therapists around. I learned many relaxation techniques and different ways to think about stressful situations. She also recommended that I attend one of the stress management classes held once a week. In addition to that, I joined a work stress support group. Also, they also have psychiatrists who prescribe meds in addition to talk therapy. If you are having a tough time and have Kaiser insurance, I highly recommend this place! Take care. read more

Kaiser mental health for children is a cruel scam. After I made my child an appointment, and completed a battery of questions, we had to wait several weeks before we were scheduled for an initial consultation. When I complained I was told the delay was so that Kaiser could find the best fit. After the initial consultation, where we answered basically the same questions as before, we had to wait several weeks more before we were contacted again, however instead of finally assigning my child a badly needed therapist, Kaiser simply sent me a URL link for a 3rd party therapy company called Grow Therapy. When I complained about having to wait so long just to be sent a URL, Kaiser told me they don't actually handle child therapy themselves, after all. I was infuriated. When I called Grow Therapy to schedule an appointment, they indicated I was not covered under my Kaiser plan and that I had to pay full price. Then they sent me more pages of questions to answer and told me to pick out our own therapists from their list of on-line doctors. On top of having to wait several months just to be told to select our own therapist from a list we could have found ourselves, Kaiser billed me in full for the initial consultation which was moot because Grow Therapy had their own initial consultation. Then, after a few months after initial contact, my child finally spoke to a therapist, but all the therapist did was ask my child the same set of questions she'd been asked THREE times already. Such a waste of time and money, for nothing, and my child is worse off because of the trauma Kaiser created. This is beyond incompetence, maybe even criminal. read more

I have been trying to get help for my mental health for TWO WEEKS!!! No answer. Unhelpful, disinterested staff absolutely NOTHING. Their voicemail box is full and I guess they just are never sitting by the phone cuz they NEVER ANSWER!!! WORST EXPERIENCE EVER THEY SHOULD BE ASHAMED FOR CALLING THEMSELVES PROFESSIONALS WHEN THEY CANT EVEN DO THEIR JOB!!! Mental health is no joke, and making people jump through millions of hoops only makes it worse. Thanks for nothing Kaiser. ZERO STARS read more

Just trying to get in for therapy through this mental health dept has been an absolute nightmare. I'm grateful to be in the mental state that I'm in and couldn't imagine what it's like for someone going through a mental crisis, being abandoned by Kaiser, because the last thing someone needs while seeking mental health help is to feel like not even the mental health the dept cares about them! This journey has been going on for over a year now just to get a talk therapist to see me more then every 8 weeks. It's unreal! Even spoke to a manager at this location and expressed my frustrations toward the situation. She got me paired with someone who could see me bi weekly allegedly, had my first apt with the therapist only to tell me she can only see my every 6-8 weeks. This is my 5th try trying to find a therapist through this dept. Kaiser definitely needs to do better. read more

If I can give a negative star I would. I used the service one time in late 2018 and so things may have changed, hopefully. During phone interview I was asked what is my issue. I explained(in detail) that a sibling is going to crises and describing some of the terrible things that has happened to the sibling. Next question from the interviewer "do you have access or have a gun" I responded "No" This occurred four more times: twice by email questioner, another phone interview, and one in person interview by a supposed "counselor" I had response that I do Not have a gun Five Times, even in the in person interview. *It was so humiliating. * -never once I mentioned that I thoughts or interest in hurting others or myself. Kaiser showed no empathy and didn't even warned(or explained why) they were asking me if I had a gun. I later found out from watching the news it's some kind of law that institute must report but the kaiser treated me was in my opinion inappropriate. Kaiser offer no condolence of what I went through and didn't offer any advice on how to move forward. They treated me like Shi#%t which I did not deserved. read more

I feel abandoned by the staff here at this kaiser.. I came for help, spoke with a person for a total of one hour and they tell me the issues I'm having are not what I think they are.. I'm sorry but they don't know me and have not gone through my life living with my issues.. they use a piece of paper to determine if I have a condition or not. My experience with the staff here has made me feel defeated and helpless. It's a shame because I put my life in there hands and I feel worst. Kaiser advertises 5 star ratings but it's false advertising. read more

There isn't a zero rating here so I'll choose one. I have been unable to get appointments for over a decade. I've spent thousands of dollars going outside of Kaiser for help and this is exactly what they want you to do. If you want help basically you have to tell them you have a gun to your head. A woman in Santa Rosa CA jumped off a KAISER building. She was depressed and tried for years to get help with no avail. The note in her hand as she lay dead was "now will you listen to me"? Another person killedd themself days ok. The people at the top of KAISER make huge amounts of money. They are stealing the money that needs to be of use to help those in need. There have been so many lawsuits and strikes it's absurd. Yet no matter what they continue to break the law. I could go on for days about how bad this department is. It's not the fault of the therapists so much as the administration. Sadly the few therapists I've been to appear to lack training. A few were downright stupid. That's not a good feeling when you need help. This department of Kaiser is the bottom of the barrel sadly. read more

Horrible experience. Just tried to make an appointment for my daughter who is 19. She has been seen here through childhood. She had a therapist named Manuel but he has moved on. She is going thru rough time and didn't want to call anyone. I told her call kaiser to talk to someone. She would have to go thru the new process again. The rep when I called said patient needs to call to make apt. I said she having hard time can someone please call her. They said no. They are very insensitive I mean this is mental health they prb get this all the time. Need better people answering phone calls since this is patient first step to getting help read more

It took forever to get an appointment when I was in desperate need of help. It took nearly 2 months and countless phone calls to get someone to even call me back to schedule an appointment. By that time my symptoms were bad enough for me to be hospitalized. The only reason I have Kaiser is because my employer covers the premium for me to have Kaiser insurance. The responsiveness is so horrible that now I'm willing to pay whatever price to have another insurance provider. They do not care about their patient's lives. You must advocate for yourself to get any sort of help. That's nearly impossible to do when you're suffering from debilitating depression and PTSD. When you do finally get care, the therapist doesn't really listen and just wants to rush you along to lighten the case load. They've made me lose faith in the healthcare system and humanity. Don't bother coming here unless you want to be made to feel worse. Contra Costa County's mental health services may be a better option. read more