Kaiser Permanente (Kaiser) has more than 10 million members spread out over 7 regions.  3.9 million are in Northern California, while 4.2 million are in Southern California.  The remaining 2 million members are in the other 5 regions.

Due to an outdated Kaiser policy, a Kaiser member (patient with Kaiser medical insurance) is limited to the services they can receive while in a different Kaiser region.

Kaiser is known nationwide for having top technology, a robust electronic medical record system, and trend-setting marketing (e.g. Thrive).  Yet, surprisingly, they are quite antiquated by restricting members who seek medical care outside of their assigned Kaiser region.  The member does not set the region; Kaiser does.

On the back-end, Kaiser Permanente has divisions and entities not commonly known to most members.  This is commonplace for many companies; however, those other companies have miraculously found a way for their customers to enjoy all services no matter where they are.

For example, think of all the rewards program, clothing stores, gas stations, and restaurants that have multiple locations, yet offer their customers the same access no matter the location.  Anthem and Blue Cross don't have these types of restrictions.  You can buy something at JCPenney in Oregon and return it with your receipt to a different location in Washington (i.e. those traveling) without any problems.

The process for seeing a Kaiser doctor out of your home region is a difficult one.  You have to first call Member Services to request that a new Kaiser medical record number be created (since the existing number can not be used in other regions).  Then you have to explain to the Call Center representative why you are seeking care in another Kaiser region and why your health issue can't wait until you return to your assigned Kaiser region.  The same explanation then has to be given to the clinic receptionist when you check in for your appointment.  On top of that, the pharmacy clerk cannot access your prescription coverage amounts from your assigned region, so sometimes you have to pay the full retail price upfront or you might be able to pay zero but then get a nasty collection bill later on.

Then there is the whole issue of accessing your medical records.  HealthConnect and EPIC are the systems used for the Kaiser electronic medical records, but most doctors either cannot access or are not trained in how to view your medical records when in a different Kaiser region.  It's like having a Tesla with no battery charge.  And forget it completely if your college-aged student wants to go to school covered by a different Kaiser region - they (and you) will deal with the rigorous hassle of explaining that (complicated) issue to Kaiser.  It's as if they've never heard of such a thing.

Dear Bernard Tyson, CEO of Kaiser Permanente,

Please update your policy about "visiting" other Kaiser regions.  This is 2016, not 1906.  Be the forward-thinking company you claim to be.  Erase the lines between the Kaiser regions.  Connect all regions together.  Have one medical record number per member (no matter the region).  Make ALL medical records in the Kaiser computers accessible throughout all regions.  Please provide us with the continuity of care (and technology) that we know you are capable of.  

Sincerely,

Kaiser members everywhere (not just those in "one" region)