[*Laurie*]

In January 2014 I signed up for Kaiser (medical insurance). I saw a psychiatrist a few times, then in May my p-doc was deployed to the mid-east. Kaiser cancelled my appointment with him and gave me an appointment with another p-doc.

Very LONG and extremely frustrating story short: I have not seen a psychiatrist since May 2014. Kaiser makes an appointment, and they cancel it. EVERY TIME. Oftentimes, they call the night before the appointment OR on the very same day to cancel. The Kaiser Psychiatric department where I live recently went on strike...the Psych dept. is a MESS. I have been told by a number of MD's and nurses that Kaiser Psych is having serious problems with staffing and other issues.

After ANOTHER appointment was cancelled in January I called Member Services and filed a claim. Member Services got right on the issue; they listened carefully to my complaint, contacted Psychiatry, and I was given a telephone appointment with a p-doc I've never met. After that, someone from Member Services called (also sent a letter) stating that I have been assigned to a new p-doc and my appointment was on Friday, February 13th.

The night before the scheduled appointment (this was last Thursday night) Kaiser called, said I had been mistakenly assigned to a p-doc who "couldn't see me", and that the appointment was cancelled. That was at least the 12th appointment they've cancelled. The nurse who left the message said I should call back and reschedule. I don't want to waste my time with rescheduling just so they can cancel on me again. Something is terribly wrong with their Psych department. So far I haven't had a problem getting med refills - but I fear that will happen next.

Does anyone have any idea of what I should do now? I mean, I will call Member Services again come Monday, but it seems I need to go to a higher authority. Any ideas?

[CANDC]

There is a 2/15 deadline for applying for healthcare under the affordable care act. That is Sunday. If I had this kind of experience I would have changed to blue cross blue shield or tufts.

The choice is yours. In my opinion this has gone past the point of being reasonable long ago.

[*Laurie*]

I agree completely, CANDC. The problem with changing my health insurance provider is that I am pleased with my other Kaiser MD's. It's only Psychiatry that seems to have a major problem. I've heard of people contacting an "ombudsman"...I'm wondering if anyone here has done anything like that - also, if anyone else who has Kaiser is having problems with their Psych department?

[jaynedough]

Sorry this is happening to you. Don't know if this will help, but in the state I live in, there's a Bureau of Insurance that supposedly helps with this stuff. There's also the possibility of writing to the president of the company and obviously cc'ing it to the state board of medicine (or vice versa). Or, maybe go through the Better Business Bureau.

Is it possible for your primary care provider to get involved?

What's going on is unconscionable and may even be malpractice (please don't take my word on that).

I hope this gets resolved. It's not fair to you.

[*Laurie*]

Hi jaynedough, Thank you for your suggestions. My primary care provider did jump right in and contact Kaiser's Psych department and they responded right away...then screwed everything all up again.

Someone suggested that I find and contact a local mental health advocacy agency. If there is such a thing, I'm going to give that a try.

I am sure this is malpractice, but go battle a monster corporation... the whole thing is appalling.