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I have been a member of Kaiser since the 90s. My 2 year old grandson is now a member.

Earlier in the week he developed a cough appeared fine. On Saturday evening he began to cry non stop. I called to find out where the urgent care is. I was informed it closed at 4.

It was now 7. I left my information to receive a return call from the advise nurse I was told that I would receive a return call in 1 hour. As I waited my grandson became worse. I took him to the ER in Downey Ca.

There were many children there with the same symptoms. I asked the receptionist is this the only place to take children after hours? He was very nice and said yes. I said this isn't an emergency by definition.

He said I know but this is the only option. There is a $150.00 co pay to use the ER for my grandson. While we waited out of the 5 families sitting near us we were the only ones that had a co payment. All the others told us they are on some kind of medi cal plan and pay nothing.

I have news for you Kaiser kids get sick after 4pm on the weekends just like adults. Your lack of services is disgusting. You are contributing to the abuse of emergency room services by not offering urgent care services. This child has never been to the ER before so he is not a frequent abuser.

The advise nurse returned my call 2 hours later after I was in the ER with my grandson. The reason I am writing this is the receptionist advised me to complain.

He said it will never change until members speak up. So Monday morning I will start with member service and continue to escalate this issue until there is a policy change.

Reason of review: Poor customer service.

Location: Bellflower, California

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