New look, same great care

Throughout the COVID-19 pandemic, Kaiser Permanente’s dedicated staff and physicians have provided critical care to our patients through virtual visits and in-person services. While member feedback tells us many people prefer the convenience and efficiency of virtual visits, we are gradually increasing the number of appointments in our medical offices to connect our members to care that can only be completed in person. This includes nonurgent procedures, treatment for ongoing or chronic conditions, and health screenings and immunizations to prevent life-threatening illness.

We encourage all members to get the care they need, whether an urgent visit to the emergency department or an important lab test that may be tempting to postpone, as a critical part of staying healthy during this challenging time. Safety is our first priority, and we’ve expanded our rigorous safety practices with enhanced cleaning and sanitizing protocols, social distancing measures, and new requirements for screening and masks.

So, while many things will be familiar, our members will see some important differences from the beginning to the end of a visit. These include:

• Symptom screening for all members and visitors before entering a Kaiser Permanente facility.
  
• Physical distancing in lobby and waiting areas and near restrooms and elevators, as well as one-way hallways and new directions for foot traffic in some areas. We have removed furniture and added clear signage and visual cues to encourage appropriate behavior and avoid confusion.
  
• Many more hand-sanitizing stations, and no more magazines, flyers, or family area toys.
  
• Continual cleaning and sanitizing of our facilities before, during, and after hours of operation. This includes special attention to high-touch areas such as waiting rooms and restrooms, which are receiving additional disinfection.
  
• Masks are required for anyone who enters our buildings — both clinical and nonclinical areas.

We have been here for our members throughout the pandemic and we are here for them now. We will continue to expand innovations that we adopted as the pandemic spread — including the use of drive-through testing, pharmacy mail-delivery and curbside pickup, digital member-facing tools, and telehealth appointments.

Together, these important innovations and changes will ensure Kaiser Permanente continues to be a safe place to receive care for all members, including those most vulnerable to COVID-19, and will also help keep our nurses, staff, and physicians safe now and in the event of a potential surge.