CUSTOMER SATISFACTION PROCEDURE
We want you to be satisfied with your health care program. Please let us know when you have concerns, compliments or suggestions. Call the Information Center at (303) 338-3800 if you have questions about how to use your coverage, or if you need help finding the right health care resource.
Everyone associated with Kaiser Permanente shares the responsibility for assuring your satisfaction. Discuss any concerns with your Physician or other professionals of your health care team. If you are not satisfied with your Physician, request another. You may also ask for a second opinion within Kaiser Permanente by scheduling an appointment with another provider.
Most of your concerns can be resolved with the help of your health team; however, circumstances may arise that require additional review. The Colorado Region provides a Customer Satisfaction Procedure, described below, to all members.
If you are not satisfied with the services received at one of our Medical Offices, or if you have a concern about the personnel or some other matter relating to services and wish to file a complaint, you may do so:
By sending a written complaint to a Customer Service Representative at any of the Medical Offices locations or to the Customer Service Department in the Kaiser Permanente Administrative Services at 2500 South Havana Street, Aurora, CO 80014-1622; or
By coming to the Customer Service Department at any of the Medical Office locations or at Kaiser Permanente Administrative Services; or
By telephoning the Customer Service Department at (303) 338-3800 or TDD (303) 338-3820.
After you notify us of a complaint, this is what happens:
1. A Customer Service Representative reviews the complaint and makes a complete investigation verifying all the relevant facts.
2. All parties involved with the complaint, including you, are then interviewed.
3. The Representative makes an evaluation and a recommendation for corrective action, if any.
4. When you file a written complaint, we will respond to you in writing usually within 10 business days unless you are notified that additional information is required.
5. When you make a verbal complaint, a verbal response is usually made to you within 24 hours.
You may appeal Health Plan's decision regarding your complaint within 60 days after you receive notice of our decision. Your appeal must be in writing and addressed to:
Kaiser Foundation Health Plan of Colorado
Supervisor of Customer Service Department
2500 South Havana Street
Aurora, CO 80014-1622
Your written appeal will be reviewed by the Customer Service Supervisor who will either respond to you in writing or refer your complaint for review and response by the Health Plan Review Committee. You will receive a written response within 60 days of receipt of your appeal.
We want you to be satisfied with our services, our facilities and our Physicians. Your using this Customer Satisfaction Procedure gives us the opportunity to correct any problems that keep us from meeting your expectations and your health care needs. If you are dissatisfied for any reason, please let us know by visiting one of our Customer Service Representatives at any of our Medical Offices or by calling our Customer Service Department at (303) 338-3800.