The Los Angeles Times reported today that Kaiser Permanente, the state’s largest health maintenance organization, paid clerks in its call centers to limit time spent on phone calls with members as well as bonuses for reducing the total number of doctors appointments scheduled. Kaiser has responded that the bonus program is no longer in use and was an effort to improve member service. A report commissioned by the health care provider and obtained by the Times also noted concern expressed by registered nurses employed by the company related to the delay in appointments. The over 500 responding nurses indicated that unlicensed clerks are making evaluations related to medical conditions, a situation that is being investigated by state HMO regulators, according to the Times article. The extensive page one article reported “one of Kaiser's own physicians found problems at the Vallejo call center. Dr. Harvey Kayman, a doctor at the pediatric call center from December 1999 until April 2000, wrote in a report the month he left that the center needed a ‘complete revision of the mission, goals and objectives ... so that it no longer functions as a barrier, but an agent of communication.’ ” For the complete article with quotes by additional concerned health care professionals please go to The LA Times website.

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From CNN.com - HMO rewarded clerks limiting doctor visits. Read the article Back to Newsroom