Frequently Asked Questions

Do not attempt to access emergency care through this website. If you think you or your family member have a meAdical or psychiatric emergency, call 911 or go to the nearest hospital.

An urgent care need is one that requires prompt medical attention, usually within 24 or 48 hours, but is not an emergency medical condition. This can include:

  • Minor injuries and cuts
  • Backaches
  • Earaches
  • Sore throats
  • Frequent or severe coughs
  • Upper respiratory symptoms
  • Frequent urination or a burning sensation when urinating

For urgent care appointments you can call us 24/7 at 1-866-454-8855. You may also be able to schedule same or next day appointments schedule online, or on the My Doctor Online app.

Specialty care is care from doctors with extensive training in specific areas of medicine. It includes treatment of injuries and ongoing conditions of all types. Examples include:

  • Cardiology
  • Obstetrics-gynecology (OB/GYN)
  • Oncology

For most specialty care, you’ll need a referral from your doctor. Some types of specialty care don’t require a referral, including OB/GYN, optometry, and mental health.To make an appointment for specialty care that doesn’t require a referral, call the Appointment and Advice Call Center at 1-866-454-8855 or schedule online. If you’ve been referred for specialty care by your doctor, you may be able to schedule your appointment using the My Doctor Online app.

Members struggling with mental, emotional, and addiction issues can access a broad range of care options. You can start by talking with your doctor. They can connect you with the care and support you need. You can also call the Mental Health Department at your facility. You don’t need a referral to access mental health services.

Need help now? If you think you or your family member have a psychiatric emergency, call 911 or go to the nearest hospital.

Learn about mental health services and see a list of department phone numbers

You can schedule eye exams without a referral from your doctor. Visit our optical services website to make appointments, order and pick up your glasses and contacts, find office locations, and more.

See Vision Essentials website

Interpreter services in 150 languages, including sign language, are available during all hours of operation.We can also provide you and your family with any special assistance needed to access our facilities and services.

Call our Member Services Contact Center 24/7 at 1-800-464-4000 for help. Learn more about our interpreter services.

You can have prescriptions delivered to your home within 2 to 3 days, at no additional cost. You can order your prescriptions through our:

  • Online pharmacy center
  • My Doctor Online (MDO) app
  • Pharmacy Call Center at 888-218-6245

If you need your prescription urgently, or it can't be ordered online or with our MDO app, please call the Pharmacy Call Center at 888-218-6245 for alternate delivery options.

Please note that social distancing guidelines are in effect at our facilities. If your prescriptions must be picked up at the pharmacy and you have a cough, fever, shortness of breath, or other symptoms, please send a family member or friend to pick up your medications for you if possible.

You can also request to receive text alerts to notify you on the status of your prescription. Sign up by calling our Pharmacy Call Center at 888-218-6245.

You can get in-person care at any Kaiser Permanente medical facility in the country, in-network urgent care facility, or CVS MinuteClinic® in states without Kaiser Permanente facilities.

You do not need a referral for these in-person care options, but you will have a cost depending on your plan benefits. Call Member Services at 1- 800-464-4000. They can help you find the closest in-network care option, whether you're traveling within the United States or internationally.

At Kaiser Permanente, we believe in getting healthy and staying that way. That's why we offer an array of wellness resources and put a priority on preventive care, so you can avoid problems before they start. From your annual wellness visit and recommended screenings, to a proactive health risk assessment questionnaire, to access to health coaching 24/7, we provide you with a variety of clinical help so that you can be your healthiest self. We also have tobacco cessation programs, classes and support groups, and a whole lot more. See the Healthy Resources page for details.

For more answers to Frequently Asked Questions please visit our How Do I? page.