Review Insights · App Store
Kaiser Permanente
Kaiser Permanente · 1,034,378 ratings · ★ 4.8
4.8
★★★★★
1,034,378 ratings
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Top complaints - extracted from 44 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"kaiser"
18 negative reviews mention this · 41% of all complaints
★★★★★ "Never the same. Kaiser is constantly updating their app for no reason as soon as you get used to it they change it and it becomes confusing again. Find something, stick with it." - Berg Boss
2
"slow"
7 negative reviews mention this · 16% of all complaints
★★★★★ "Not impressed. Slow to load. Hard to navigate" - xcxvbdhvf
3
"care"
7 negative reviews mention this · 16% of all complaints
★★★★★ "Overwhelmed. Lately, the overall experience I’ve had at Kaiser has not been the fabulous healthcare that I’ve loved and trusted for MANY of the past years. The new influx of an enormous amount of new patients has created chaos in trying to get an appt, …" - Taurus truths
4
"medical"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Wasting. Kaiser is just wasting my time. I’m very disappointed with the fact that Kaiser wants to ask me for permission to share my medical information with anyone. And this is to suit them not to suit me. My medical information is my own private in…" - 951 pig
5
"times"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Mistakes. Sometimes the app prompts me for payment when no co payment. Other times I have to call pharmacy due to app. Glitch 👎 too often" - Guitarjohnn
6
"does"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Uses 1.5GB. For such a simple app that doesn't use audio or HD graphics, I just have to ask: Why does it use so much space for data?! Does the app need to cache this much data?" - absant
7
"doctor"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Re-thinking kaiser since returning. The app won’t load, it says I have a bill due but I can’t click on it, I was dismissed when presenting my menopausal symptoms and was told to deal with it, have been bounced around by doctors to have another leave the office so I’m doctor l…" - cant think of a name not taken
8
"doesn"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Uses 1.5GB. For such a simple app that doesn't use audio or HD graphics, I just have to ask: Why does it use so much space for data?! Does the app need to cache this much data?" - absant
📋 All 44 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Never the same
Kaiser is constantly updating their app for no reason as soon as you get used to it they change it and it becomes confusing again. Find something, stick with it.
Wasting
Kaiser is just wasting my time. I’m very disappointed with the fact that Kaiser wants to ask me for permission to share my medical information with anyone. And this is to suit them not to suit me. My medical information is my own private information. How dare you ask me to sign this HIPAA so that you can release it no, I do not agree with you. Shame on your company for even asking I feel sorry for people who do not read it and
Mistakes
Sometimes the app prompts me for payment when no co payment. Other times I have to call pharmacy due to app. Glitch 👎 too often
Trash
Never get results I need
this app is so dumb and it doesn't work
horrible connection no matter how good your own wifi is, so many bugs, resets all the time. i can't even make in appointment. i regret choosing kaiser as my insurance i didn't know it would be like this.
Complicated Unnecessarily?
After more than 30 years with online Kaiser, I dread each update that does NOT improve efficiency for the user!
App is absolutely useless
This app is absolutely terrible and useless just get rid of it at this point nothing works anymore it’s a complete bloody mess you can’t access anything this useless fix it and make it simple to use again.
Can’t view appt.
I wanted to view appointments but it does not allow me to view. I called the support number to get support but I kept on being redirected and no one was able to help. Still can’t view my appointments.
Overwhelmed
Lately, the overall experience I’ve had at Kaiser has not been the fabulous healthcare that I’ve loved and trusted for MANY of the past years. The new influx of an enormous amount of new patients has created chaos in trying to get an appt, follow up with the dr/nurse in a timely manner, wait times at certain appts is not practical, and the staff (drs, nurses, support …. all seem exhausted and things are falling through the cracks. This is not only being a concern for me and my health, but for my adult daughter’s health. She will need to seek her own insurance prior to turning 26. She stated she will not stay with Kaiser due to an error in her medical chart that has yet to be resolved as of current. Another careless action on the part of Kaiser. I’m sad to say, this will fall on deaf ears and nothing will change in the immediate future.
Re-thinking kaiser since returning
The app won’t load, it says I have a bill due but I can’t click on it, I was dismissed when presenting my menopausal symptoms and was told to deal with it, have been bounced around by doctors to have another leave the office so I’m doctor less again, I’m referred to all these doctors but nobody has solutions just another referral. Highly disappointed with my choice to com e back as I’ve had no help with medical care this year
Your site
Your site is unwieldy, annoying to use, and I particularly dislike you for forcing me to use the Mail option for prescriptions. I could say a lot more negative, but I won’t
Touch log in broken
After using fingerprint to open, the app cycles a few seconds then shuts down completely.
App very clunky and buggy
The messaging part of the app does not allow me to copy the text that I have typed. It lets me copy, but then there’s nothing on the clipboard. And, it does not tell me that I’m over the character limit when I try to send. It just fails.
Refills
Can’t stand that I have to get a doctors approval for every refill!! It takes an extra 2-3 extra days to get my meds. Refills used to be automatic of asthma medication - utter nonsense
Prescription
Kaiser makes it simple to refill prescriptions. It tells you when last ordered and how many tablets were received. Within a few days, the order is sent to me. The process is appreciated and kudos to Kaiser!
Kaiser app
This app is entirely slow, does not work, get stuck at loading screen when trying to make an appointment. Terrible wait times as well. At urgent care waiting 3+ hrs to be seen.
Difficulty Using this Portal
It is so user-UNFRIENDLY! Also, I can’t believe I can’t call my doctor’s office directly to speak with the nurse! You’ve made it extremely difficult to communicate with our medical team! Other people talk about how easy it is for them in other plans. This is really the only complaint I have about Kaiser as I’ve received great medical care from Dr. Park and his team.
Problem with order & chat
Keep getting problem with order notifications yet there is no problem. Also no response from chat
These upgrades are not helping
Zero stars was not an option. ROMI is horrible
Unfair practice
I was told by the HR department of where I work to get a medical leave of absence notice for my pain I'm suffering due and the constant anxiety attacks I'm getting. Ever since I fractured a rib at work my anxiety is out of control. I'm 75 years old and on social security and need supplement income to make ends meet. I was planning on taking a personal leave of absence, but HR said I wouldn't get paid if I did so. That's why HR suggested medical leave of absence so I could get partial pay. So I did message my doctor and someone from his work team denied my request.
kaiser makes WAY too much money to have such a poorly functioning app
I can never schedule appointments. I will be stuck on a page “loading“ forever until i just give up and call to schedule over the phone. It's hit or miss if the app itself will even open sometimes. It is practically useless. I use it solely to order my monthly medications, otherwise, it is too frustrating and a total waste of time to attempt to navigate.
Too many clicks
This site is clunky, too many clicks, and not well organized. Many times you can’t get into the site for your video calls. No options if your situation doesn’t meet their specifications. I only use it because Kaiser FORCES it on you with how they try to make computers give most of their customer service. This company is failing its customers.
The app barely works
I’m honestly getting tired of spending 30 mins trying to schedule appointments because the app never wants to load, it takes forever for the next page to appear once you click on something & by the time it lets you select a time the appointment is gone
Not good
This is one of the worst apps I’ve ever used - it is incredibly slow and sometimes it just completely freezes and I can’t get to anything that I need. Major updates needed.
KP is a nightmare
Kaiser is by far the worst healthcare experience I’ve had in my life. Never elect them if you are choosing an ACA plan. Their phone systems are designed to never let you talk to a human. The providers who are employed directly by KP will deny you care to save money.
You idiots
Kaiser sucks!!!
EKG results
I wanted my results asap as I have concerns about bradycardia since another provider told me I could not do a surgery. Here we are 3 weeks later and you provide me with my results. The process in Downy area is slow and have no sense of urgency. Pls go to Harbor city instead.
App sucks
Incredibly slow and not user friendly, do better, Kaiser. Invest some of your multi millions into things that benefit members instead of outrageous salaries for executives. Pay your staff living wages and invest in member services.
Can’t send messages on app or website
Can’t send a message to any doctor , because the button is greyed out.
GREAT UPDATE!!!!!!!
GREAT UPDATE!!!!!!!
Bad doctors and bad patient care
I come from San Diego in Kaiser down. There is great. I moved up here three years ago and I have never had more difficulty having any type of healthcare. The doctors up here don’t care the administrative staff up here has zero follow up. My dog gets more follow up calls after visits.
Very complicated prescription renewal
I do NOT understand why the app cannot remember my daughter’s prescription or remind us to reorder. I have set up a reminder but NEVER get one (she has to remember). And when I try to reorder her prescription does not show up - this is NOT HELPFUL! I think parents of minors should have easy access to their children’s prescriptions and I should not have to hunt down the number every time I need to reorder. Please make this easier.
Test results
I shouldn’t have to start all over again when I get in and out of test results. When I close one, I should just continue from where I left off
Finding my doctor
This app doesn’t let you type in the doctor by name
Woke medicine
Kaiser no longer allows parents to have access to their child’s medical information via their websites as of age 12 . My child is not old enough to make his own medical decisions at that age. Who makes him go to the doctor/urgent care? I do his parent!
Neglect
Kaiser facility tend to neglect pt illnesses, I never experienced feeling safe with them because they do not care about our discomfort, they focus and how much money they can get from any individual that get in their facility, this place hurt me badly, they trowed away my complaint, they’re careless and heartless
Insurance denied
Weight loss insurance denied
Not impressed
Slow to load. Hard to navigate
Uses 1.5GB
For such a simple app that doesn't use audio or HD graphics, I just have to ask: Why does it use so much space for data?! Does the app need to cache this much data?
Too many bugs
App needs a major adjustment. Takes forever to open or to do anything very frustrating!
Labyrinthine Searches
Despite all the seemingly useful functions, I have found all search functions fail because of the labyrinth of “options”. The lack of a one-stop function wher guidance can be sought amid the myriad of dead ends would be beneficial - especially for the elderly who are intimidated by the tech minefield.
It’s great when it works
Great app and easy to refill your meds or make an appt until it completely stops working. It will get stuck at login and the wheel of death just spins for an eternity and never logs in. I’ve deleted the app and reinstalled it so make times to get out of the loop. It takes me days to get it working again. It’s often extremely slow once it’s back to working as well.
Kaiser app
Hard to find things. Lots of scrolling down. Brief bullet type points leading to desired destination much more intuitive.
I used to work in Silicon Valley High Tech, this website often is frustrating to use. Should look at other much easier to use websites as examples.
I used to work in Silicon Valley High Tech, this website often is frustrating to use. Should look at other much easier to use websites as examples.
App and record
Could not view test done at Maryland clinic. Only California records are variable to me.
It’s worse.
I don’t know what they’re doing but the app is so slow when logging in.
Want to read your past visit summary, which is just a 5 page pdf file? Good luck. You can see the first page but not the other pages. And it doesn’t use my full screen. Just a smaller rectangle of the screen shows the report forcing me to pan document so I can read the first page. Want to read page 2 and beyond? Nope.
It didn’t behave like this before. No idea why it took such a bad step backwards.
Also stop asking to use my location data all the time. I will not set it to “Always”. Ever. You can use my location data when I am using the app and that’s it. Stop telling me how wonderful life will be if I just allow you to track me at all times.
Want to read your past visit summary, which is just a 5 page pdf file? Good luck. You can see the first page but not the other pages. And it doesn’t use my full screen. Just a smaller rectangle of the screen shows the report forcing me to pan document so I can read the first page. Want to read page 2 and beyond? Nope.
It didn’t behave like this before. No idea why it took such a bad step backwards.
Also stop asking to use my location data all the time. I will not set it to “Always”. Ever. You can use my location data when I am using the app and that’s it. Stop telling me how wonderful life will be if I just allow you to track me at all times.
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)