2016–2017 Your Guidebook to Kaiser Permanente Services, Diablo and Napa/Solano

100 Pages·2016·1.19 MB·English

Diablo and Napa/Solano | 2018
Your
Guidebook
to Kaiser Permanente Services
kp.org/eguidebook
Welcome to your Kaiser Permanente Guidebook
Welcome to your go-to source for facility information, health resources, and more. Being at the
center of your health care starts with taking advantage of all that Kaiser Permanente has to offer.
Read on to see what this book has in store for you.
Table of Contents
Facility Directory .................................................................................................................... 2
Your Care .............................................................................................................................. 44
Choose your doctor — and change anytime .......................................................................... 44
Getting care ........................................................................................................................... 45
Care away from home ............................................................................................................ 46
Get ready for your visit ........................................................................................................... 46
Timely access to scheduled appointments ............................................................................. 47
Getting your prescriptions ...................................................................................................... 48
Managing chronic conditions .................................................................................................. 51
Health Resources................................................................................................................. 52
Create your online account on kp.org .................................................................................... 52
Healthy living resources ......................................................................................................... 53
Your immunization information ............................................................................................... 54
Preventive care guidelines ..................................................................................................... 54
The Fine Print ....................................................................................................................... 63
Emergency services and coverage ........................................................................................ 63
Protecting your privacy and security ...................................................................................... 64
Your rights and responsibilities .............................................................................................. 64
Policies and procedures ......................................................................................................... 69
Your medical treatment .......................................................................................................... 76
Guide for members with disabilities ....................................................................................... 79
DHCS physical accessibility survey ....................................................................................... 85
Help in your language ............................................................................................................ 86
Glossary................................................................................................................................. 93
The information in Your Guidebook to Kaiser Permanente Services is updated from time to time and is current as of October 2017. Plan
hospitals, Plan physicians, and other Plan providers, and the services available at Plan facilities, are subject to change at any time without
notice. If you have questions about Your Guidebook, please call our Member Service Contact Center at 1-800-464-4000 (English and more than
150 languages using interpreter services), 1-800-788-0616 (Spanish), 1-800-757-7585 (Chinese dialects), or 711 (TTY), 24 hours a day, 7 days
a week (closed holidays). Or visit kp.org/facilities for the latest updated information.
1
Facility Directory

Area Locations Park Shadelands Medical Offices………..18
320 Lennon Ln.
Walnut Creek, CA 94598
Antioch Medical Center……………………..3
Emergency DHCS survey results: Basic and medical
4501 Sand Creek Rd. equipment access (P, E, EB, IB, R, T)
Antioch, CA 94531
Pleasanton Medical Offices……………….21
DHCS survey results: Basic and medical 7601 Stoneridge Dr.
equipment access (P, E, EB, IB, R, T) Pleasanton, CA 94588
DHCS survey results: Basic and medical
Delta Fair Medical Offices…………………..7
equipment access (P, E, EB, IB, R, T)
3400 Delta Fair Blvd.
Antioch, CA 94509 San Ramon Medical Offices………………25
2300 Camino Ramon
DHCS survey results: Basic and medical
San Ramon, CA 94583
equipment access (P, E, EB, IB, R, T)
DHCS survey results: Basic and medical
Fairfield Medical Offices…………………..10 equipment access (P, E, EB, IB, R, T)
1550 Gateway Blvd.
Vacaville Medical Center…………………..27
Fairfield, CA 94533
Emergency
DHCS survey results: Basic and medical
1 Quality Dr.
equipment access (P, E, EB, IB, R, T)
Vacaville, CA 95688
DHCS survey results: Basic and medical
Livermore Medical Offices………………..11
equipment access (P, E, EB, IB, R, T)
3000 Las Positas Rd.
Livermore, CA 94551
Vallejo Medical Center……………………..32
DHCS survey results: Basic and medical Emergency
equipment access (P, E, EB, IB, R, T) 975 Sereno Dr.
Vallejo, CA 94589
Martinez Medical Offices…………………..13
DHCS survey results: Basic and medical
200 Muir Rd. equipment access (P, E, EB, IB, R, T)
Martinez, CA 94553
Walnut Creek Medical Center…………….38
DHCS survey results: Basic and medical
Emergency
equipment access (P, E, EB, IB, R, T)
1425 S. Main St.
Walnut Creek, CA 94596
Napa Medical Offices………………………16
3285 Claremont Way DHCS survey results: Basic and medical
equipment access (P, E, EB, IB, R, T)
Napa, CA 94558

DHCS survey results: Basic and medical

equipment access (P, E, EB, IB, R, T)
DHCS survey results legend:
P = Parking E = Exam Room
EB = Exterior (outside) Building R = Restroom
IB = Interior (inside) Building T = Exam Table/Scale
See page 85 for further explanation of abbreviations.

2
• Cardiopulmonary Testing
Location Details By referral only
Hours: M–F, 8 a.m.–4:30 p.m.
Antioch Medical Center Information 925-813-3210
Emergency
• Case Management
Hospital and Medical Offices
Information 925-372-1522
4501 Sand Creek Rd.
Antioch, CA 94531 • Chemical Dependency Services
3454 Hillcrest Ave.
kp.org/diablo
925-813-6500 Antioch, CA 94531
Office hours: M–F, 8:30 a.m.–5:30 p.m.
• Administration
Phone hours: M–Th, 8 a.m.–8:30 p.m.;
Hours: M–F, 8 a.m.–4:30 p.m.
F, 8 a.m.–5:30 p.m.
Information 925-813-6505
After-hours advice/Appts./Cancel/Info.
• Admitting 925-777-6300
Information 925-813-6970
• Chemotherapy/Infusion
• Adult Medicine By referral only; by appointment only
Hours: M–F, 8:30 a.m.–12:30 p.m. Hours: M–F, 8 a.m.–5 p.m.
and 1:30–5 p.m.; Cancel/Info. 925-813-3920
Sa, Su, 9:30 a.m.–1:30 p.m. For ambulatory members 16 and older.
Advice (24 hours)/Appts./Cancel
• Chronic Conditions Management
925-813-3100
By referral only
• Advice Nurse Hours: Call for hours
Phone hours: 7 days, 24 hours Asthma 925-372-1522
Adult Medicine 925-813-3100 Chronic Obstructive Pulmonary Disease
Family Medicine 925-813-3600 (COPD) 925-372-1524
Pediatrics 925-813-3300 Congestive Heart Failure 925-372-1522
Women’s Health (Ob-Gyn) Diabetes 925-372-1524
925-813-3400 MultiFit (Cardiac Rehabilitation)
925-372-1524
• Appointment and Advice Call Center
PHASE (Prevent Heart Attacks
Advice (24 hours)/Appts./Cancel
and Strokes Everyday) 925-372-1524
925-813-3100
• Chronic Pain Management
• Audiology
By referral only
By referral only
Information 925-313-4770
Hours: M–F, 8:30 a.m.–4:45 p.m.
Information 925-813-6070 • Discharge Planning
Hours: M–F, 8 a.m.–4:30 p.m.
• Behavioral Medicine
Information 925-813-3720
By referral only
Deer Valley Medical Offices, 2nd Floor • Durable Medical Equipment
Hours: M–F, 8:30 a.m.–5 p.m. (Northern California)
Appointments 925-813-3100 Phone hours: 7 days, 8:30 a.m.–5 p.m.
Information 1-877-317-6230
• Cardiology
By referral only • ECHO (Echocardiography)
Sand Creek Medical Offices, 4th Floor By referral only
Hours: M–F, 8:30 a.m.–5 p.m. Hours: M–F, 8:30 a.m.–5 p.m.
Appts./Info. 925-813-3830 Information 925-813-3830
3
• EEG (Electroencephalography) • Hearing Aid Center
By referral only 710 S. Broadway, Ste. 209
Hours: M–F, 8:30 a.m.–5 p.m. Walnut Creek, CA 94596
Information 925-813-3840 Hours: M–F, 8:30 a.m.–12:30 p.m.
and 1:30–5 p.m.
• EKG (Electrocardiography)
Information 925-295-HEAR
By referral only
(925-295-4327)
Sand Creek Medical Offices, 4th Floor
See Audiology for hearing evaluation.
Hours: M–F, 8:30 a.m.–5 p.m.
Information 925-813-3830 • Hematology
By referral only
• Emergency
Sand Creek Medical Offices, 4th Floor
Hours: 7 days, 24 hours
Hours: M–Th, 8:30 a.m.–5 p.m.
Advice Nurse (24 hours) 925-813-3100
Appts./Info. 925-813-3900
• Family Medicine
• HIV Services
Hours: M–F, 8:30 a.m.–12:30 p.m.
By appointment only
and 1:30–5 p.m.
Pre-testing and post-testing counseling
Advice (24 hours)/Appts./Info.
Information 925-813-3560
925-813-3600
• Home Health Care
• Gastroenterology (GI)
Hours: M–F, 8 a.m.–4:30 p.m.
By referral only
Information 925-313-4600
Hours: M–F, 8:30 a.m.–12:30 p.m.
and 1:30–5 p.m. • Hospice
Appts./Info. 925-813-3700 Information 925-813-6399
Volunteers 925-229-7816
• Gift Shop
Hours: M–F, 9 a.m.–6:30 p.m.; • Infusion
Sa, Su, 10 a.m.–3 p.m. See Chemotherapy/Infusion.
Information 925-813-6370
• Injection Clinic/Immunizations
• Gynecology Adult
See Women’s Health Center (Ob-Gyn). Hours: M–F, 9 a.m.–noon
and 1:30–4:30 p.m.
• Head and Neck Surgery
Information 925-813-3100
By referral only
Hours: M–F, 8:30 a.m.–5 p.m. Child
Advice/Appts./Cancel 925-813-6070 Hours: M–F, 9–11:30 a.m.
and 1:30–4:30 p.m.;
• Health Education
Sa, 9:30 a.m.-1 p.m.
Hours: M–F, 8:30 a.m.–4:30 p.m.
Information 925-813-3300
Information 925-813-3560
• Labor and Delivery
• Health Information Management
See Women’s Health Center (Ob-Gyn).
Hospital medical records
Hours: M–F, 8:30 a.m.–5 p.m.
Information 925-813-7850

4
• Laboratory • Nutrition
Hours: M–F, 7 a.m.–6:30 p.m.; See Health Education.
Sa, Su, 8 a.m.–5 p.m.
• Obstetrics-Gynecology
Holiday hours: Thanksgiving, Christmas,
See Women’s Health Center (Ob-Gyn).
and New Year’s Day, 8 a.m.–2 p.m.;
please call for other major holiday hours • Occupational Health Center
Information 925-813-3200 (Kaiser On-the-Job®)
Call requesting practitioner for test Sand Creek Medical Offices, 3rd Floor
results or check most lab results online Hours: M–F, 8:30 a.m.–12:30 p.m.
at kp.org. and 1:30–5:30 p.m.
Appts./Info. 925-813-3770
• Mammography
Medical treatment for work-related
See Radiology/Diagnostic Imaging.
injuries and illnesses.
• Member Services Office
• Oncology
Sand Creek Medical Offices, 4th Floor
By referral only
Office hours: M–F, 9 a.m.–12:30 p.m.
Sand Creek Medical Offices, 4th Floor
and 1:30–4:30 p.m.
Hours: M–Th, 8:30 a.m.–5 p.m.
Member Service Contact Center Appts./Info. 925-813-3900
Phone hours: 7 days, 24 hours;
• Ophthalmology/Optical Center/Optometry
closed holidays
See Vision Essentials by
English 1-800-464-4000
Kaiser Permanente.
Spanish 1-800-788-0616
Chinese dialects 1-800-757-7585 • Orthopedics
TTY 711 By referral only
Hours: M–F, 8:30 a.m.–12:30 p.m.
• Mental Health
and 1:30–5 p.m.
See Psychiatry/Mental Health.
Advice/Appts./Cancel/Info.
• Minor Injury Center (MIC)/ 925-813-3450
Musculoskeletal Medicine
• Patient Financial Services
By appointment only
Hours: M–F, 8:30 a.m.–4:30 p.m.
Hours: 7 days, 8:30 a.m.–12:30 p.m.,
Business Representative 925-813-3284
1:30–5 p.m. and 6–10 p.m.
Patient Financial Advisors 925-813-3114
Information 925-813-3100
Please call for an appointment for • Pediatrics
injuries requiring prompt treatment. Hours: M–F, 8:30 a.m.–12:15 p.m.
Illnesses are treated by appointment in and 1:15–5 p.m.;
Adult Medicine, Pediatrics, or Women’s Sa, Su, 9:30 a.m.–1:30 p.m.
Health Center (Ob-Gyn). Advice (24 hours)/Appts.
925-813-3300
• Nephrology
By referral only • Personal Physician Selection
Hours: M–F, 8:30 a.m.–5 p.m. (Member Outreach)
Appts./Info. 925-813-3860 Information 1-800-792-3992
Website kp.org/mydoctor/choose
• Neurology

By referral only
Sand Creek Medical Offices, 4th Floor
Hours: M–F, 8:30 a.m.–5 p.m.

Appts./Info. 925-813-3840
5
• Pharmacies • Radiology/Diagnostic Imaging
Deer Valley Pharmacy Radiology
Hours: M–F, 8:45 a.m.–5:30 p.m. Hours M–F, 7:30 a.m.–9 p.m.
Info./Refills by phone [phone]
CT Scan, Mammography,
Sand Creek Pharmacy MRI, Ultrasound
Hours: 7 days, 24 hours Hours: same-day appointments may be
Info./Refills by phone [phone] available
Mail-order Pharmacy Bone Density, Fluoroscopy
(24 hours) 1-888-218-6245 Hours: By appointment only
Online refills kp.org/refill Appts./Info. 925-372-1960
• Physical Therapy • Release of Medical Information
By referral only (Medical Secretaries)
Sand Creek Medical Offices, 3rd Floor Hours: M–F, 8:45 a.m.–4:45 p.m.
Hours: M–F, 8:30 a.m.–5 p.m. Information 925-817-5661
Appts./Info. 925-813-6420 Email [email protected]
Website kp.org/diablo/romi
• Podiatry
By referral only • Social Services
Hours: M–F, 8:30 a.m.–5 p.m. Hours: M–F, 8 a.m.–4:30 p.m.
Appts./Info. 925-813-3350 Information 925-813-3720
• Presurgery Center • Spiritual Care
Hours: M–F, 6 a.m.–5 p.m. Information 925-813-3270
Information 925-813-6793
• Urgent Care
• Psychiatry/Mental Health By appointment only
3454 Hillcrest Ave. Adult Medicine 925-813-3100
Antioch, CA 94531 Family Medicine 925-813-3600
Office hours: M–F, 8 a.m.–5:30 p.m. Pediatrics 925-813-3300
Phone hours: M–Th, 8 a.m.–8:30 p.m.; Women’s Health (Ob-Gyn)
F, 8 a.m.–5:30 p.m. 925-813-3400
After-hours advice/Appts./ Call to request same-day appointments.
Cancel/Info. 925-777-6300
• Urology
• Pulmonary Function Testing (PFT) By referral only
See Cardiopulmonary Testing. Hours: M–F, 8:30 a.m.–12:30 p.m.
and 1:30–5:30 p.m.
• Pulmonology
Advice/Appts./Cancel 925-813-6000
By referral only
Hours: M–F, 8:30 a.m.–5 p.m.
Appts./Info. 925-813-3210

6
• Vision Essentials by Kaiser Permanente Delta Fair Medical Offices
Sand Creek Medical Offices, 1st Floor 3400 Delta Fair Blvd.
Ophthalmology Antioch, CA 94509
Office hours: M–F, 8:30 a.m.–12:30 p.m. kp.org/diablo
and 1:30–5 p.m. 925-779-5000
Phone hours: M–F, 8:30 a.m.–4:45 p.m.
Some services are available at the following
Appts./Info. 925-813-3330
locations:
Optical Center Delta Square Shopping Center
Eyeglasses, contact lenses 3624 and 3670 Delta Fair Blvd.
Hours: M–F, 8:30 a.m.–6 p.m.;
• Administration
Sa, 8:30 a.m.–5 p.m.
Adobe Building
Appts./Info. 925-813-3370
Hours: M–F, 8:30 a.m.–5 p.m.
Contact lens refill 1-888-586-2020
Information 925-779-5105
Website kp2020.org
• Adolescent Medicine
Optometry
See Pediatrics.
Hours: M–F, 8:30 a.m.–12:30 p.m.
and 1:30–5:30 p.m.; • Adult Medicine
Sa, 8:30 a.m.–12:30 p.m. and 1–5 p.m. Diablo Building
Appts./Info. 925-813-3280 Office hours: M–F, 8:30 a.m.–12:30 p.m.
and 1:30–5 p.m.
• Volunteer Services
Injection hours: M–F, 8:45 a.m.–noon
Adult and student volunteer
and 1:30–4:30 p.m.
Information 925-813-6362
Advice (24 hours)/Appts./Cancel
• Women’s Health Center (Ob-Gyn) 925-779-5090
Hours: M–F, 8:30 a.m.–12:15 p.m.
• Advice Nurse
and 1:30–5 p.m.
Phone hours: 7 days, 24 hours
Advice (24 hours)/Appts./
Adult Medicine/Pediatrics/Women’s
Cancel 925-813-3400
Health (Ob-Gyn) 925-779-509
Labor and Delivery
• Allergy
Hours: 7 days, 24 hours
Adobe Building
Information 925-813-6820
Hours: M, W, Th, 9–11:45 a.m.
and 1:30–4:45 p.m.;
Tu, 9–11 a.m. and 1:30–4:45 p.m.
Information 925-779-5187
• Appointment and Advice Call Center
Advice (24 hours)/Appts./Cancel
925-779-5090
• Behavioral Medicine
By referral only
Adobe Building
Office hours: M–F, 8 a.m.–5 p.m.
Phone hours: M–F, 8:30 a.m.–5:30 p.m.
Appointments 925-779-5090

7
• Bone Density • HIV/STD Education, Testing,
By appointment only and Results
Available at Antioch Medical Center By appointment only
Appointments 925-372-1960 Information 925-779-5147
• Case Management • Home Health Care
Information 925-372-1522 Information 925-313-4600
• Chemical Dependency Services • Hospice
3454 Hillcrest Ave. Information 925-229-7801
Antioch, CA 94531 Volunteers 925-229-7816
Office hours: M–Th, 8 a.m.–8 p.m.;
• Injection Clinic/Immunizations
F, 8 a.m.–5 p.m.
Adult
Phone hours: M–F, 8:30 a.m.–5:30 p.m.
Diablo Building
After-hours advice/Appts./Cancel/Info.
Hours: M–F, 8:45 a.m.–noon
925-777-6300
and 1:30–4:30 p.m.
• Chronic Conditions Management Information 925-779-5198
Hours: Call for hours
Child
Asthma 925-372-1522
Nuevo Building
Chronic Obstructive Pulmonary Disease
Hours: M–F, 9 a.m.–noon
(COPD) 925-372-1522
and 2–4:30 p.m.
Complex Chronic Conditions
Information 925-779-5090
925-372-1522
Congestive Heart Failure 925-372-1522 • Laboratory
Diabetes 925-372-1524 Diablo Building
MultiFit (Cardiac Rehabilitation) Hours: M–F, 7 a.m.–5:30 p.m.
925-372-1524 Information 925-779-5153
PHASE (Prevent Heart Attacks and Check most lab results and make
Strokes Everyday) 925-372-1524 appointments online at kp.org.
• Chronic Pain Management • Mammography
Information 925-313-4770 See Radiology/Diagnostic Imaging.
• Dermatology By referral only • Member Services Office
Nuevo Building Diablo Building
Hours: M–F, 8:30 a.m.–12:30 p.m. Office hours: M–F, 9 a.m.–12:30 p.m.
and 1:30–5 p.m. and 1:30–5 p.m.
Advice/Appts./Cancel/Msgs.
Member Service Contact Center
925-817-5600
Phone hours: 7 days, 24 hours;
• EKG (Electrocardiography) closed holidays
By referral only English 1-800-464-4000
Diablo Building Spanish 1-800-788-0616
Hours: M–F, 9 a.m.–1 p.m. Chinese dialects 1-800-757-7585
Information 925-779-5162 TTY 711
• Gynecology • Mental Health
See Women’s Health Center (Ob-Gyn). See Psychiatry.
• Health Education • Nutrition
Adobe Building Information 925-779-5147
Hours: M–F, 8:30 a.m.–4:30 p.m. Registered dietitian by physician referral
Information 925-779-5147 only.
8
• Obstetrics-Gynecology • Radiology/Diagnostic Imaging
See Women’s Health Center (Ob-Gyn). Mammography, Ultrasound, X-ray
Diablo Building
• Optical Center/Optometry
Office hours: M–F, 9 a.m.–12:15 p.m.
See Vision Essentials by
and 1:30–5:15 p.m.; mammography and
Kaiser Permanente.
ultrasound same-day appointments may
• Pediatrics/Adolescent Medicine be available
Nuevo Building Appts./Info. 925-372-1960
Office hours: M–F, 8:30 a.m.–12:30 p.m.
• Release of Medical Information
and 1:30–5 p.m.
(Medical Secretaries)
Injection hours: M–F, 9 a.m.–noon
Adobe Building
and 2–4:30 p.m.
Hours: M–F, 8:30 a.m.–12:30 p.m.
Advice (24 hours)/Appts. 925-779-5090
and 1:30–5 p.m.
• Personal Physician Selection Medical record requests 925-817-5661
(Member Outreach) Email [email protected]
Information 1-800-792-3992 Website kp.org/diablo/romi
Website kp.org/mydoctor/choose
• Vision Essentials by Kaiser Permanente
• Pharmacies Optical Center
Delta Square Pharmacy Eyeglasses, contact lenses
Delta Square Shopping Center Nuevo Building
3670 Delta Fair Blvd. Hours: M–F, 8:30 a.m.–12:30 p.m.
Hours: M–F, 9 a.m.–5:30 p.m. and 1:30–5 p.m.
Appts./Info. 925-779-5225
Diablo Pharmacy
Contact lens refill 1-888-586-2020
Hours: M–F, 8:45 a.m.–6:15 p.m.
Website kp2020.org
Info./Refills by phone [phone]
Optometry
Mail-order Pharmacy
Nuevo Building
(24 hours) 1-888-218-6245
Hours: M–F, 8:30 a.m.–12:30 p.m.
Online refills kp.org/refill
and 1:30–5 p.m.
• Physical Therapy
Advice/Appts./Cancel 925-779-5223
By referral only
• Volunteer Services
Nuevo Building
Hours: Days and hours may vary
Hours: M–Th, 8:30 a.m.–4:30 p.m.;
Information 925-779-5168
F, 8:30 a.m.–noon
Appointments 925-779-5154 • Women’s Health Center (Ob-Gyn)
• Psychiatry/Mental Health 3624 Delta Fair Blvd., Building E
Hours: M–F, 8:30 a.m.–12:15 p.m.
3454 Hillcrest Ave.
and 1:30–5 p.m.
Antioch, CA 94531
Advice (24 hours)/Appts./Cancel
Office hours: M–Th, 8 a.m.–8 p.m.;
925-779-5090
F, 8 a.m.–5 p.m.
Phone hours: M–F 8:30 a.m.–5 p.m.
Advice/Cancel 925-777-6300

9