outstanding personal care always ready to provide services and appointments are always on time and ready as scheduled highly recommend this location in Hilo read more

Kaiser is losing its customer care service by rushing their patients and not "listening" to their legitimate requests. I was recently seen by a Chow Hwang PA-C for a painful 3+cm cyst removal on my midback centered over my spine. Local anesthesia was done. I was cut open and prodded to drain that cyst. Packed with dressing. PA-C Chow states it's gonna hurt after so I'll give you a work slip for 2 days. I mentioned a few vicodins should cover that pain.. easy fix. I asked the PA-C if she could cover the wound with Tegaderm/opsite for more protection from outside elements. Her first response was, "We dont have that here in the clinic." WTH?!? Im a retired Kaiser RN for 22 years. I know the clinics carry it. I also had to make sure the PA-C ordered a Rocephin IM injection to prevent any infection at the spinal site. She seemed hesitant thinking the prior course of oral Bactrim would take care of any infection. I also requested narcotic pain meds for comfort when the lidocaine wears off. Remember I came in because of pain to the site. Medical Assistant Marcia was awesome. While doing the dressing change she was able to get a few Tegaderms to help protect the surgical incision. Chow Hwang PA-C the clinic STILL HAS THEM. Thank you Marcia MA. When I went to the pharmacy to pick up my meds there were no pain meds and was told that the provider has 2 more patients then will get back to you. 40min passed and still no reply. Went to the front desk and asked a friend to call the MA to find out what's taking so long and also needed my work slip. Was told the MD is not prescribing pain meds. WTHHH! Make me wait like a dumbass for nothing like my time is not worth anything. Definitely not patient oriented. What happened to Kaiser? read more

Kaiser Permanente Hilo Clinic - Medical Centers Near Me - Hilo, Hawaii

Kaiser Hilo was really good till my Dr. Alik retired he was awesome always listening to my concerns and not rushing me out the door like the others without checking my condition and scheduling tests. I felt like he was the best doctor in Hilo. Now I can't find a primary care doctor and they won't allow you to schedule appointments except same day. Bad enough this clinic is closed on the weekends and is understaffed. They really need to invest into this clinic otherwise people like me will start thinking of switching providers. read more

I've been a Kaiser Hilo member for 18 years, and I will probably be leaving in 2024. There has been a steady decline in the quality and availability of care at this facility. If I need same day care, nothing but physicians assistants are ever available, and I have not been impressed with their quality. Urgent care at a non-Kaiser facility is a better option, but the copay is higher. I have had skin cancer twice and am supposed to be seen by a dermatologist every six months, but Kaiser Hilo only manages to get me in every nine months. My dermatologist is very good, mind you. She's just not available due to administrative constraints. After one dermatology visit, I called the next day for a followup appointment in Hilo and was told the wait was nine months. I hung up and called back to ask for an appointment in Kona, and was told they could get me in in eight days! Urologists can no longer be seen at Kaiser Hilo, and when I asked why, I was told that the Kona clinic had better facilities for procedures. Why can't they do consultations in Hilo when the great majority of visits do not require procedures? Why are Kaiser's Kona members worth the investment in personnel and facilities, but Hilo members are not? It feels a lot like socio-economic discrimination to me. I filed a formal complaint about these issues over a year and a half ago. The Hilo clinic manager called me and said that they simply do not have the space to provide full services. She assured me that they were working on these issues, but nothing has changed. In the meantime, Kaiser's Medicare rating has dropped from five to four stars, making it no longer the best rated in the state. Small wonder. read more

This review is specifically in regard to the optometry department. I'm not sure what the role of the male who works at the desk near the glasses display is but he seemed very irritated that I didn't have a mask on despite 1) not being sick whatsoever and 2) there being a large sign displayed that says masks are "recommended" but not required. Kaiser also does not provide masks onsite, which would be a good idea if they are hoping for more compliance. I commuted 2 hours only to have this employee try to convince me to cancel my appointment as soon as I arrived. He went out of his way to discuss wearing a mask before taking me into my appointment, and then stopped me on my way out to mention wearing a mask again. Totally unnecessary and was a poor reflection on Kaiser, this clinic, and the optometry department. Worth mentioning, I am not an anti-masker. I wear a mask 40 hours a week at my job where it is required. I would have happily complied if this was a requirement to visit Kaiser, however, the signage clearly says it's optional. read more

30 years with Kaiser in California. I had breast cancer 10 years ago and received excellent treatment. Moved to the Big Island last February. End of March I noticed a lump under my arm, 1 1/2 inches from the original tumor in my breast. Kaiser's response was an ultrasound revealing three swollen nodes, one benign. Advised to come back in one month for another ultrasound which revealed the two nonbenign nodes have grown. Advised to wait ANOTHER MONTH for a third ultrasound. I objected. I need a biopsy NOW. I'm told one will be scheduled. Another month goes by. Nothing. The lump is now making its presence known - I'm feeling it 24/7. It's growing. Had I been in California there would have been imaging followed with, if indicated, a biopsy. Tomorrow I will call Hilo Medical Center, where I've received competent emergency care in the past, and request a biopsy at my own expense. I have no faith in Kaiser Permanente in Hawaii and do not recommend them. UPDATE: Shortly after posting this review I was informed the biopsy was scheduled and flew to the main Kaiser facility in Honolulu for an MRI and, at another facility, a PET scan. The air fares, shuttle and taxi services were free and the service and personnel excellent. The results were posted on the Kaiser ap within 24 hrs and I was immediately contacted by the cancer coordinator and scheduled to see an oncologist. By this time I'd seen Dr Baker, the family practice physician I was scheduled to see prior to the diagnosis, and was happy with her - competent, warm and genuinely caring. She is also my husband's physician and he is happy with her too. The visit with the oncologist and hematologist, Dr Shimabukuro, was scheduled on the same day as the follow up visit with her and I was connected with support services at this time as well. Dr Baker showed me the scans and we discussed the diagnosis. This was followed up by a long, unhurried visit with Dr Shimabukuro who I found competent and caring and explained treatment options and addressed my concerns. I left the office informed and feeling supported and validated. We are currently awaiting further testing results. Despite the unwelcome, albeit expected, diagnosis, I am very satisfied with the services I've received since my last review. Yes, the system was slow to schedule the biopsy and no cancer survivor should have to wait three months with swollen lymph glands 11/2 inches from the original tumor site (an obvious red flag,) but since initialized, the response has been swift and comprehensive. Every person I've met with at Kaiser Hilo and Kaiser Honolulu has been responsive, professional and caring. I'm satisfied with the services I'm currently receiving and at this point can recommend Kaiser Hilo. I would give 5 stars but because of the initial wait I will have to deduct 1 star. read more

What is the point in making an appointment if they not going to take you in at that time? This is one of the many reasons I hate Kaiser. This is absolutely ridiculous. read more

Considering we are on an island in a very remote part of the world with an island doctor shortage, Kaiser is a smart choice in health care. I find it very easy to make appointments and be seen right away, often the same day as my call for an appointment. If you say you are working, they will work with you on the phone to get an appointment when you can come. With their easy online system you can manage nearly all your health care online, prescriptions, payments, blood work, appointments, questions for your doctors. Unfortunately, some speciality treatment and tests require the free/Kaiser purchased airline ticket to Oahu (and return trip) with the free taxi vouchers, though some may be uncomfortable flying when ill. Sometimes, as I heard, Kaiser will pay for you to have a friend/relative to accompany you depending on the care you need. I've had to also drive to Kona to see a specialist twice because the specialist was not available in Hilo. Other times, they fly specialists in from Oahu to Hilo who are the great experts from a big city but you will have to wait for those appointments. The pharmacy in H is no longer open on weekends at all but they can mail your prescriptions, which are also less expensive then the pharmacy pick-up ones. The doctors that stay on board at the Hilo clinic for years, remember the patients well and are personable and on top of things. You can also get quicker appointments if you are willing to see nurse practioners, which I have found to also be effective health care professionals. I am not completely pleased with the phone consultations with nurses- such if they are wanting to determine if you have the flu and when they are very busy at flu season- so better off always asking to come in. You can get the free flu shot here. The clinic appears to be very modern and clean. No need to drive across town for blood work- you can just walk right downstairs and also get your results online usually within 48 hours. Doctors, will if need be, follow up on the phone when requested so you won't have to come in and make a copay. With limited choices in health care around here, Kaiser is a good choice. Update nov 2022: Kaiser should rethink the company doing the taxi rides from airport in Oahu to Oahu kaiser clinics. With the Kaiser taxi voucher I was in a gross and filthy cab with a broken glove box in front of me with a zip tie holding it barely closed at my knees and no working airbag. So why would Kaiser contract with such a pathetic cab company for vulnerable patients? read more

I've been very happy with Kaiser, post-Obamacare. I think I've received excellent care in a timely fashion (unlike Big Island friends with other health care providers who can't even find doctors or get referrals). They also have a pretty good website where you can log in to see all your test results and message your doctor directly (and get replies !). On the downside, premiums have risen substantially so that sucks, but I don't think that's just Kaiser, that seems to be nationwide. Also, there seems to be pretty high doctor turnover at Kaiser, so you probably won't see the same person regularly, but I've had no complaints about the people I have seen. Sometimes they appear pretty young but I guess that just tells me I'm getting old LOL. At least you figure they've just received the latest training at medical school even if they don't have a lifetime of experience. read more

BEWARE!!! This Kaiser is without a doubt the worst Kaiser I have ever been to (I have been to maybe 5 Kaisers). EVERYONE on staff is horrible except for the psychiatrist! I actually have a friend who for years worked at this location as a pharmacist and he agreed with me how poorly this whole clinic is ran. When you switch over from the mainland to Hawaii, expect one of the idiot secretaries to fuck up getting your records. It won't happen, trust me. You will end up making multiple appointments to get prescriptions for things you already have prescriptions for but Hawaii Kaiser will not recognize out of state Kaiser prescriptions.... Assume lots of time, aggravation, tears, gas, and your money to just get refills. I had to make extra doctor visits due to a shitty secretary. Secretary admitted her mistakes, but guess who has to pay for them, ME!!! On top of it on a later visit I needed some change. They will happily swipe your credit card, but they won't make change for you!!! ASSHOLES!! I was given a complain number and complained. I was told I would receive a letter or phone call within 30 days and did I get either of those things? You guessed it, I didn't. My internal medicine doctor here was awful as well. I was assigned CB (will message you the name if you message me) who is a newbie and I tried to be patient with her but it was clear she had no idea what the fuck she was doing. I have also emailed her multiple times on KP.ORG but she would get back to me half the time. At times when she was able to get me a prescription for things based on prescriptions back on the mainland I never got ANY confirmation and went through a shitload of red tape (that I am still going through). I once had to make a last minute appointment and got some doctor named Victoria or something like that. She was obnoxious and I didn't feel comfortable with her at all. At least CB was friendly. The people in the pharmacy are horrible as well with the exception of the Brett or Brent the pharmacist. I was a member of this Kaiser since January and still don't have any fucking records of me. If I end up back in Hawaii (ANY island!) I will switch my healthcare provider to any other plan offered but Kaiser. I had no problems whatsoever with So. Cal. Kaisers, but Hawaii Kaiser is a joke. AVOID, AVOID, AVOID! read more

I was told by a surgeon in San Francisco right before I moved to the Big Island that health care is different in Hawaii. I asked him what he means by different. He said, not very good. Now I know why. I need to get a MRI but Kaiser in Hilo doesn't have MRI Equipment, so they send me to a clinic outside of Kaiser. I get a bill for $220. It's not my fault that they don't have MRI equipment. A doctor at the Hilo clinic tells me that they have a room built on the property but they never did put in the MRI equipment. Just a big empty room. Then I had to get a bone scan & they send me to Hilo Medical Center & I get a bill, out of pocket for $440. Usually Kaiser flies us to Honolulu to get these things done but since Covid, they are sending us to local clinics. I filed a grievance but they deny me because it's not covered. Not only do I have a premium to pay every month, social security takes money out for my Medicare. I'm in a program with Kaiser for low income. It's called MFA (medical financial assistance) program. You have to renew every 6 months. They don't remind you. You have to do that on your own. Then when you start the process & you think all is done but someone didn't complete the process. They needed some other information but they don't bother calling you back. Then when you go to get medications, they start charging you co-pays. It's just really messed up. So, if you are moving to the Big Island, in the Hilo area, think twice about signing up with them. read more

I always received the best of care at the Hilo clinic. Everyone is highly skilled and really cares about the patient. My doctors never rush me and I feel they listen to my concerns. The staff in general are thoughtful, caring and kind. I'm very pleased with my association with Kaiser Hilo Clinic. read more

The location is convenient and staff are friendly. However this clinic is always packed and as a result, there are not enough employees to handle the number of patients thus leading to errors and things slipping through the cracks. My experience... The first time I went to this clinic was several months ago to get a refill on contact lenses. When I arrived, there were about a dozen people already waiting for the eye clinic. The wait list was so long I wasn't able to see the eye clinic employee within the one-hour lunch break I'd taken to get the refill. I went back a different time and it wasn't as busy so it worked out OK. The second time was for a general check-up. There were so many patients and too few rooms they had people waiting in the lobby even after being checked in by a nurse. The third time was sort of the straw that broke the camel's back however. I went in for a women's check-up. I was seen by a physician assistant so the wait was much shorter which was great and the overall experience with her was fine. I was given a prescription immediately after, however, and when I went to the pharmacy on the first floor and checked in, I waited almost 30 minutes. After 30 minutes I asked for a status update and it turns out the pharmacy employee had forgotten to put the prescription into the computer system. At that point I didn't have enough time to continue waiting so I went back a different day. During that same visit, I also had some blood tests ordered. A week or so later there were still no results available. I contacted Kaiser and it turns out they never had the blood tests sent to the lab -- I am not sure what happened to the tests but there was a mix-up or something -- so they said I need to go back and have more blood drawn. I would be fine doing that despite the hassle but the employee I communicated with said I may need to pay for having more tests done (the first round were covered under my insurance.) That was frustrating to hear and doesn't really seem fair because Kaiser mixed up the first round in the first place. On top of that, I sent the physician assistant a follow-up message about a medical issue I was having via Kaiser online and never heard back. It's possible I've had a few isolated bad experiences but this clinic is always filled with people and I think that's most of the problem. If I had a serious medical problem I'm not sure I'd trust having it handled here given these multiple mistakes I've experienced. read more

I understand that it is a hard time for everyone but I called them early in the morning to get a doctor's note and medicine for my gout. They tell me I need to wait for a call back. After a couple times of calling them I found out I need to wait till the end of the day for them to call back. So I have been waiting in town all day while I been in pain waiting for a dumb call because where I live has very poor cell phone reception. I should have gotten HMSA instead read more

I have been with Kaiser all my life, and am now a senior. Kaiser has come a long way and for the better. I remember the days when you had no PCP, the wait was horrendous and in my opinion a mess. Today, very different and uplifting. I have recently moved to the Big Island for about two years now and I love the Hilo clinic. Everyone, from check in to check out so pleasant and helpful. I look forward to my appointments with my specialists on their visits here from Oahu. I love Dr. Canonico and Dr. Finger, they are caring and always listen to my concerns. I am and will be a Kaiser member for life! read more

Dont know why but when making a appointment and asking the girl on the phone after she told me the date,day and time ,I simply asked if I should take my Labs she tells me are you asking or telling me? I really wasnt exspecting that answer. read more

I'm surprised by the first two reviews, which were highly negative. I'm a northern California Kaiser member. I'm also a transplanted-to-California kamaaina (local boy), visit family in Hilo regularly, and have had to visit Kaiser on a number of occasions. The doctors who've treated me have been knowledgeable, courteous, and very helpful. The reception and pharmacy staff are fine as well. The pharmacy seamlessly coordinated with its northern California Kaiser counterpart, evidenced by the fact that I was able to receive refills easily, without hassle. I've left each appointment satisfied with the service I received. The only shortcoming is the clinic's limited hours. After 4 p.m. on weekdays and anytime on weekends other than Saturday mornings, patients must be (and are) referred to Hilo Medical Center. Logistically this isn't a headache, since Kaiser and Hilo Medical Center are within a block or two of one another and have a formal business arrangement. Still, having multiple treating doctors and facilities on a short trip to Hilo is a pain in the a**. read more

I generally like kaiser but the dr. Sent me to hilo medical center ER for an MRI,I had the MRI done and they gave me antibiotics, I left the ER and one hour later I had an allergic reaction to the antibiotics the ER told me to come back they gave me 4 pills I was there for half an hour, and I received 2 $300 Bill's for that visit, is this normal?? I don't understand why I wasn't sent to hilo xray?? Why ER?Now I'm stuck with a $600 bill! Not liking kaiser read more

Been with Kaiser in Hawaii since 1998. Have lived on Oahu, Maui, and the Big Island. I have had consistent, good treatment at all facilites. I appreciate the fact that my record is accessible at any Kaiser I go to. This ensures that all Kaiser staff has my up-to-date information. I occasionally have to fly to Oahu for tests, but that has been easy and convenient. I always get a same day appointment and have sometimes had to see a nurse practitioner when the doctors are booked. I get the same great care and attention from the nurse practitioners as I do the doctors. In Hilo, it is very difficult to get oin with a private doctor. Terrible doctor shortage on the outer islands. I have not had any of those issues with Kaiser. Hope this is helpful to you. read more

My biggest gripe was calling not even 5 minutes after opening to receive an answer from a voice mail service. I leave a message. Then no one returns my call. To date no one has returned my call. Being sick and living an hours drive or more away a simple response could have saved me a trip there and much needed rest. I admit I made my post to hastily however every message I've left at other kaiser has always been responded to. That's what I base my 1 star rating on. But I'll change it to 3. read more

Great clinic just not enough help to go around. Five star service as I expect as a kaiser patient but the work load for these poor people are mad, especially since I'm sure everyone rather go here, as the hospitals especially hilo suck. Great doctors and stick to time frames read more

My husband has had multiple hospitalizations at the Hilo Medical center for life threatening infections in the last 18 months. More often than not the Hilo Kaiser has been unable to fill his prescriptions for antibiotics completely when he was released from the hospital. It is an hour drive each way from our house, and I have had to leave a very sick person home alone to make the second trek into Hilo to get the rest of the antibiotics. When I asked the clerk at the pharmacy if they track how often they are not able to fill of these prescriptions so they can keep enough stock on hand she suggested I should change to a "different carrier" by which I guess she meant change to a different insurance plan. This happening once would be a fluke, but 4 or 5 times in a year shows there is a systemic problem that needs to be addressed. The clinic is fine, the doctors and nurses are great, but the pharmacy is not meeting the needs of the patients. read more

After Kaiser in Northern California, Hilo was a bit of a shock but soldiered on for 8 years of often lackadaisical, indifferent, and occasionally incompetent care. Had to move back to the mainland to finally, after almost a year, get a diagnosis for nerve damage in both legs due to collapsed vertebrae and an operation to correct it. Phlebotomists uniformly good; pharmacy in slow motion; after initial greeting doctors never/can't look at you because they're glued to their monitors, typing, and only half listening. Nurses and doctors rushed; receptionists somnolent and often screw up billing. Making nice goes a long way but in the long run it can't counteract incompetence, indifference, and lack of knowledge. Audiologists (in house and referral) were, hands down, the most substandard AND unprofessional medical personal I've ever run into. read more

crappy service at the desk girls are to LOCAL and not professional. I went in for a cut and the wound was not properly cleaned and infection set in. The doctors have the worst bedside manner I have ever seen! They did not return messages like they said they would. The overall clinic is dirty. This place needs some sort of administration!! read more