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April 2024 by Sami Wagner
PHARMACY REVIEW: I work at an ALF. Our clients cannot always leave the house on their own and there is often only 1 staff member at the house, so picking up medications at the pharmacy isn’t easy. The fact that clozapine is only available for pharmacy pick-up has caused him to miss a dose of this critical medication. It can only be ordered as a one-month supply, it can’t be ordered until a certain date, and the labs can’t be more than 2 weeks old when the medication is filled. This is a scheduling nightmare when staff must take the client to get his labs drawn and pick up his medication, because there must be coverage at the house while staff is out. One month, staff was unable to coordinate the pick-up of the medication and it caused the client to miss a dose of his medication. Another month, his labs were “too old” (a little over 2 weeks old) when I requested the refill and he had to get ANOTHER CBC drawn about 2 weeks after he just got one. The pharmacy refused to use the 2-week-old CBC results even though the client is 100% compliant with his monthly blood draws and his ANC has been stable.Last month, this client’s labs were not drawn for reasons not in our control (I didn’t even know the lab didn’t draw the required CBC with his other labs until the day he was on his last dose of the medication). I requested a refill over a week in advance. A few days before he was going to run out of his supply, I checked on the refill. It was still pending. I asked in-person at the pharmacy, and they said it was waiting on his doctor’s approval. Come to find out, this was a lie, and the refill was actually waiting on the lab results. The client received a call about this issue stating that the labs were the reason the medication wasn’t being filled, but he’s at an ALF and is not the best about reporting when he receives those calls. There was no message in his portal, which I check frequently. The pharmacy didn’t tell me this was the case when I went in person (on the same day he received the call, unknown to me, but clearly known to the pharmacy if they called him). The only communication was a phone call, on a Friday, when he was going to run out of his medication on Sunday. There would’ve been no time to get the labs drawn and get the medication filled by this time anyway. He missed 2 doses of this critical medication due to this situation.This month, the staff member who took him to his lab draw was adamant about the CBC being drawn. The lab tech didn’t see an order, so I put one in. The lab tech advised the staff member that she’d call me if the order didn’t go through and never called me. I assumed that the CBC had been drawn. That’s on me for trusting Kaiser. I called the pharmacy when I saw that the refill was still pending on Wednesday, learned that it was because of the CBC not being drawn (they actually told me this time), and notified staff that this client needed to be taken AGAIN for labs. He’s been stuck 4 times in the last 2 months and has missed doses of his medication because of Kaiser’s mistakes and lack of communication.Kaiser has no idea what customer service even means, let alone how to practice it. All of these issues could’ve been avoided if there had been communication about what was going on before it was too late. If these clients had to navigate the Kaiser I’ve experienced, I’m not sure they’d be able to do it without missing doses of medication or just giving up entirely. I work with clients with SPMI; they need their medications and they struggle when doses are missed. I told my husband about the clozapine ordeals and he suggested I go to the health department. I’m just beside myself at how difficult it is to deal with Kaiser and how many issues I’ve had with them in my short time caring for these clients. I’m a nurse and I have trouble avoiding missed doses. Imagine someone with low health literacy trying to do this. Kaiser cares more about volume than the people they serve, and that’s disgusting.
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January 2024 by Gena S.
I was seen by Dr. Yan worse visit ever was very rude didn't listen to my concerns and rushed out of my visit.
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December 2023 by Margaret Serna
Can never speak to anyone it's ridiculous, or you are on hold forever..
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May 2023 by Kitira H.
The pharmacists and customer service team are rude and act as though you are bothering them. The pharmacy is the reason I changed insurance.
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April 2023 by Luis Gonzalez-Montero
Was given the complete wrong medication by Julie (Anime Pins) after waiting patiently on a Friday. On a Friday where it looks like the DMV in there. Literally got a whole bottle of pills with someone else’s name and prescription. What if I would have blindly taken that medication?Now I know what this random woman (not naming) in Westminster/Thornton is taking for medication, a complete HEPA violation. After telling the pharmacist (Julie) about their mistake there was zero accountability from them and not even an “I apologize for the mistake”. How could a pharmacist not check the prescriptions before handing it to the member?Also, why is not everyone on a window during peak hours? Why is staff member at window 5 only calling names that they feel like and allowing people who actually were in line to get cut in front of?The administration of this pharmacy is a joke and I can bet my liver and kidneys that I will never be back to this pharmacy. I just moved from Downtown Denver to Thornton and will just continue to go to the pharmacy at Franklin downtown. It’s sad I can’t trust my new local Kaiser Pharmacy.Please whoever in a nice office is reading this look over the Pharmacy staff and please ensure that systems are in place so this doesn’t occur again. Perception is everything and make sure to have everyone in blue coats at a window. Just overall as a whole Kaiser has lost its allure of a good provider, a heritage lost.
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January 2023 by Kolleen raitz
Every time I call I wait 15-20 minutes to get on the phone with anyone. The automated system can’t understand plain English. Terrible communication between pharmacists. Kaiser is hands down the worst insurance one can have.
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January 2023 by Em K.
Good luck trying to get a hold of anyone in the pharmacy. They literally never answer their phones. It's immensely frustrating.
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November 2022 by Jessica Rodriguez
I need my medication and they didn't refresh forms so turned me away saying I needed doctors authorization. I didn't get my medicine on time and had to wait and be late to work the next day.
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November 2022 by Nick S man
Says till 5 on sunday. Door says 4!! Why they close so early? Come on kaiser get it together!!
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September 2022 by Jacob S.
Scheduled my appointment in mid-July for the first week of August. The day before I was called by the office and told that my healthcare provider called out sick. Rescheduled my appointment for middle August. Was told the appointment was "miss-scheduled". They changed my appointment to early that morning. That didn't work for my schedule so I had to reschedule again for mid-September. They called me this morning and told me that the doctor called in sick today and I'd have to reschedule again. I have been waiting months for a simple annual physical that this office seems unable or unwilling to provide. Seek healthcare elsewhere.
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May 2022 by Christa Constancio
This is the absolute worst pharmacy I've ever been to. I am on Accutane which requires monthly blood tests and monthly pregnancy tests, there is a seven day window after the pregnancy test to pick up the medication. After that window you'd have to redo your pregnancy test, ask your dr. to reapprove you in the gov website and then redo the questions in the gov website yourself. Of the four medication fills I've attempted, I've only gotten one fill hassel free. They have made me miss multiple doses of my medication and are now asking me to wait six days to fill my medication which would make me miss more doses (12 to be exact). A couple of the pharmacists have really terrible customer service as well. If you can avoid this pharmacy, that's what I suggest. Absolutely terrible.
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May 2022 by Heather Neylon
Everyone here is always polite and attentive and works very hard to meet my needs and answer questions.
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April 2022 by Sandra M.
I love Kaiser! Everything in one building is so convenient. I always come back to this insurance plan.
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December 2021 by Tom S.
This is the biggest joke going. The automated phone/appointment system is unusable. Impossible to get anyone to talk to, wait time of 45 minutes to 1.5 hours. My doctor is ok, but everything else about the insurance sucks. Cost is at an all time high and Value is at an all time low. The health insurance is not even worth the paper that the policies are written on. Update 12/10/21: I did in fact send multiple messages via Kaiser's system. The response is that I will have to wait up to 30 days for a response. This is a failure in EVERY customer service and quality metric. It just reinforces the complete incompetency of the systems. This isn't even a good clown show. Please note: my interactions with people have not been negative and I don't want to cast that light on any individual personally. Update 12/10/21: This will be the final update for this review. Again, no progress at all. I have some facts, if it will help someone else in a similar position making a choice about their healthcare. I pay close to $100 a week out of pocket, which is subsidized by my employer. In addition, $45 copay, $65 after bus. hours. Urgent $100. Emergency and Hospital are percentages. Deductible is 2500/5000. No out of pocket max. This isn't even the worst option. I can't opt out until October. So, if you have a choice - do everything you can to stay out of this system.
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October 2021 by Brenda Rodriguez
Checked in, lady took my medical number and wrote down the info told me to wait for my name on the board. Waited for over 40 minutes and I finally decided to get in line and ask why it’s taking so long to find out she never checked me in!!? This was around 3pm. Check your ppl in! We are not here cause we want to but because we need to!!
