Kaiser Permanente Honolulu Medical Office, United States

The telephone customer service representative was extremely helpful. She was friendly and professional and resolved all my issues immediately.

This was my worst experience with a healthcare facility. I went in for a knee injury and was quickly turned away, but they still operated on me—their decision. The surgery resolved nothing and instead left me with two complications. I have now been on crutches for 11 months. Soon after surgery, I had an electromyography/nerve conduction velocity study to confirm nerve damage, but even after the results confirmed it, they still did nothing. The nerve damage is permanent, by the way, and will require lifelong treatment. In addition, a few days after surgery, I went to the emergency room with a suspected deep vein thrombosis (DVT). They performed only a routine ultrasound above the knee, where the surgical incision was, and the nurse on duty for 24 hours said they do the same for everyone and would not conduct further testing based on my condition. So I was just a number; they did not care at all. A week later, after I pushed hard for a more detailed ultrasound, the clot was found to have spread to the middle of my thigh. Their physical therapists did not know how to manage my condition because my original injury had not been treated, and I also had nerve damage and a deep vein thrombosis. I endured two and a half months of endless physical therapy. Do not use their orthopedics, pain management, or physical therapy services. I strongly recommend finding another healthcare facility for complex cases. Kaiser Permanente handles only routine cases and treats everyone like a number. Thankfully, I have now found an excellent and attentive doctor.

You need an appointment for urgent care.

Emergency care requires an appointment.

This hospital is absolutely terrible. All the doctors and nurses are arrogant and rude, and especially aggressive toward patients who are unwell and not fluent in English. They act only for their own convenience, seem rushed, and show no concern for patients. Worse, they diagnosed me with the flu based purely on assumption and were ready to prescribe medication before the test results were available. The results ultimately proved the doctor's diagnosis wrong, revealing how careless and unprofessional they were. I will cancel my membership and never return to this hospital. If you value your human rights and your life, I strongly recommend avoiding it.

In January 2025, I scheduled an evaluation at Kaiser Permanente Honolulu to determine whether I needed ENT surgery because of ongoing breathing problems. What followed was frustrating and disappointing: First, the doctor prescribed a CPAP machine but never followed up on my use of it or reviewed any of my sleep data. I even sent messages through the hospital portal and was completely ignored. Second, I was told that only one doctor in the entire state within the Kaiser Permanente network could perform the septum surgery I needed, and that he came to the hospital only once a month. Throughout the year, I repeatedly sent messages asking about the surgery and whether I was on the waiting list. Almost every message went unanswered. Kaiser Permanente eventually told me they would contact me when there was an update, but they never did. In August 2025, I decided to change health insurance. I never received any treatment, surgery, or even basic communication. Choosing this hospital network to address an actual medical condition was a complete waste of time, money, and energy. Kaiser Hawaii is fine for annual physicals and vaccinations, but if you need responsive, reliable medical care, especially urgent or specialist care, it is best to avoid it.

Kaiser Honolulu is amazing! I had been feeling worse and woke up this morning with difficulty breathing, congestion, postnasal drip, and a cough... I called for an urgent appointment. They saw me quickly and promptly examined me. They did a thorough evaluation, including an ECG and chest X-ray, which I really appreciated! I received a nebulizer treatment at the hospital and am now home with prescribed medication and an inhaler for sinusitis. I truly appreciate that they listened carefully to what I described. I am glad they ran tests to make sure there was nothing more serious!

The staff are very friendly, welcoming, and helpful.

Kaiser Permanente made the rotation process for my grandmother's family's private health care very convenient. Dr. Go I Frida was extremely helpful in identifying the care I needed and guiding me in the right direction.

Our family has belonged to Kaiser Permanente for more than ten years and always had excellent experiences until my wife's recent appointment with Dr. Matthew Chen at Kaiser Honolulu. What followed was among the most frustrating and disrespectful health-care experiences we have had, and we feel others should know. My wife came with simple questions about laboratory and previous test results. Rather than responding patiently and clearly, Dr. Chen was cold from the outset. Most shockingly, he repeatedly insisted that she needed a professional interpreter—at least four times—after she clearly declined each time. This persistent, unpleasant interruption derailed the visit, prevented substantive answers, and conveyed that her communication was not valued. My wife speaks fluent English. Other Kaiser doctors have communicated with her without any such concern. Repeatedly pressuring a patient who has declined an interpreter is not considerate; it is disrespectful, presumptuous, and deeply unwelcoming. Her English was never the issue. Dr. Chen's clinical note afterward was even worse: lengthy, inaccurate, offensive, and worded inappropriately for a formal medical record. When my husband called to follow up, he encountered the same cold, condescending manner. Dr. Chen questioned whether he understood basic medical terms and, after he confirmed that he did, demanded that he define them. The resulting telephone note was likewise distorted, misleading, and out of context. Dr. Chen attributed every concern, objection, and disagreement to a language barrier. We are both highly educated professionals. That explanation is false and insulting. Most tellingly, my wife had initially been ready to move on. Although she left feeling dismissed and disrespected, she did not intend to pursue the matter. Dr. Chen's own note changed that. Instead of documenting the encounter objectively and professionally as a legal medical record requires, he used it to defend himself with distortions and inappropriate language. It had the opposite effect: rather than preventing a complaint, the note became the complaint. We later found reviews from other patients describing the same experience: coldness, dismissiveness, rushed visits, poor communication, and patients feeling neither respected nor heard. We had reached these conclusions before reading them. Their consistency speaks for itself. Kaiser has many excellent physicians, and we have been proud members for over a decade. In our experience, Dr. Chen is not among them.

Over the past two years, I have had five joint replacements at Kaiser Permanente in Honolulu: both shoulders, both ankles, and one hip. I feel alive again! I am 79 years young, but arthritis had left me unable to do anything. Kaiser's orthopedic surgeons are amazing, and I am extremely grateful for their work. I feel as though I am back in my forties or fifties. If you need joint replacement surgery, do not hesitate. Reclaim your youth and enjoy life!

Every healthcare professional I have met at Kaiser Permanente's Honolulu office has been outstanding. They are friendly, kind, compassionate, knowledgeable, and highly skilled. I feel very fortunate to be in their care at this stage of my life.

I was visiting the island from the Mid-Atlantic and developed sinusitis. I quickly had a telephone consultation and collected medication from the pharmacy. Kaiser Permanente is amazing! I love avoiding urgent care and unknown viruses. Fast, efficient, high-quality care! I truly love this health system.

Excellent, caring, professional service! Thank you, Kaiser Permanente, for taking such thoughtful care of me again! 🥰

Peggy helped me develop a solution to my broken glasses and was excellent. Kind, effective and intelligent service with flexible accommodation of client’s needs. wonderful workplace environment, such a warm and inviting room to step into! glasses were bent out of shape all hamajang and now they look good as new

The doctor was very kind and personally called me with my X-ray results.

I was very ill and went to the urgent care center, only to discover that it was not urgent at all. You need an appointment, so when I was at my sickest, they would not treat me.

The dermatology department is excellent. Dr. Zhang is highly professional, skilled, and kind.

The staff were very friendly, the wait time to be served was very short, and they were very polite and professional.

The hospital is very clean, and the staff are very friendly. Appointments are scheduled close together without long waits. Patients receive reminder calls about upcoming appointments, and doctors follow up by phone and refer them to the appropriate specialist for the care they need. They genuinely care about patients.

Their urgent care service is by appointment only. I wish I had known in advance.

Thank you for answering my question. I will follow the doctor's advice.

Excellent in every way. Medical assistant Mqlia was efficient and friendly. The vaccination was painless. Dr. Soles was very attentive, listened carefully to my concerns, and provided practical advice and follow-up.

I received exceptional care at their urgent care center today. They fit me into their busy schedule without an appointment and provided attentive care. Kaiser has always been excellent, but on Oahu they are truly exceptional!

Very caring and thorough.

I accompanied someone there and witnessed everything firsthand: The computer system directed us to X-ray. The X-ray department said that was incorrect and that we should see a doctor. We had to tell the assistant where to obtain the X-rays instead of having someone arrange them. After the X-rays, the doctor did not conduct a thorough examination or ask about medical history, though they appeared knowledgeable. It was one of the worst examinations I have seen. Multiple X-rays had identical diagnostic reports, including the foot and knee. Most reports were clearly copied and pasted and referred to other X-rays. The remote radiology reader did a terrible job and did not even identify the correct body part based on the other reports. What is going on at Kaiser? Are these people really doctors? Without me there as an advocate, the situation would have been even worse. I recommend this hospital only if health is not your priority.

Laboratory Hours

I had an excellent experience at KP. Everything about this clinic was convenient for me, and I am glad they are my insurer. Everything was good, and everyone was personally gentle with me. I had a quick blood test. I am very healthy. My doctor, Joel David, treated me well. The only issue was that the entrance was somewhat confusing on my first visit. I walked straight in for the laboratory test. I do not know whether parking is convenient because I walked there. That was my experience.

I receive attentive care every time I visit Kaiser Permanente Honolulu Medical Clinic! Thank you to Dr. Fan and the entire staff for consistently providing patients with exceptional expertise, service, and support! Have a wonderful day, and thank you!

The prescribed medication was incorrect. I had a lot of mucus, but the doctor prescribed only a medication for dry cough.

Honestly, this is a good practice. However, I am very frustrated by how they charge you. You pay to park there even though you are already paying to see the doctor, and I often exceed the departure time because their pharmacy is understaffed and takes another 20 minutes after a 30-45-minute appointment. It is ridiculous; parking there is simply a scam.

Dr. John Waite in urgent care was outstanding! He has the best personality and makes you laugh during difficult moments. He listened with great empathy and made me feel very comfortable. I was there alone as a single mother, and although he did not know it, my anxiety was at its peak. He made me laugh many times throughout the exam, which I truly needed. Nurse Gary was also wonderful. I am glad the urgent care team at the Honolulu clinic creates such a pleasant atmosphere because it reduces the stress of being there!

My review concerns the ophthalmology department on the sixth floor, particularly Christopher Lum. A complete waste of time. My main takeaways from the visit: - No answers. - A careless nurse jabbed my eye hard, no doubt moving too quickly to get through the long line of patients and not taking the time to handle someone else's eyes carefully. Honestly, it felt like she was playing whack-a-mole with my eyes. - A doctor who seemed asleep at the wheel. I had to repeat everything over and over. I kept thinking, "Am I going crazy here? The words coming out of my mouth sound like English... They make sense to me. But this guy doesn't seem to be taking in the information...." He seemed unable to remember anything I said for more than a minute, if that. Maybe he simply wasn't listening? He kept recommending the same eye drops even though I had already told him I had a severe reaction to them. He kept returning to "try preservative-free drops." I thought, "Oh my God... how many times do I have to tell you that is exactly what I tried?" Apparently five times. Five times was how often I had to tell him. How could he not understand what I was saying? Then I asked whether the difference between my right- and left-eye prescriptions could cause constant eye strain because one eye has to compensate for the other all day, and he actually told me, "I don't know...." I thought, "Oh my God, the American Academy of Ophthalmology website—which your hospital profile says you belong to—says it absolutely can." He said, "Well, we can schedule you with one of our optometrists another day to check your prescription." I told him, "When I made the appointment, they said they would do that during this visit." He replied, "We can't do that now because we dilated your eyes." I answered, "Exactly... so why didn't you do it before dilating my eyes, to rule it out as a possible cause of my ongoing eye pain?" I especially liked when you then asked, "Do you have any other questions today?" I thought, "You mean besides the many questions you still haven't answered?" Of course, a good question is, "What exactly was the point of coming here?" I got more reliable, useful information from legitimate online sources than from our entire visit. To quote the movie Office Space, "What would you say you do here?" I remember a line from a movie saying you don't have to be a good actor to recognize a bad actor. I think that applies to any profession. I don't need to be a doctor with a medical degree to recognize someone else who lacks motivation. As an intelligent person, I can recognize indifference in others: lazy, careless indifference. This now seems to be considered "normal." So now I have to find another ophthalmologist covered by my health plan, spend time online finding one with better reviews than this hack, determine whether my insurance will cover a second opinion, and take a day off work for the visit. Our healthcare system has become a baffling joke. You enter a medical office believing these people were trained to help you and chose the profession because they wanted to help others. But honestly, this is often my experience. It is like going to a bad mechanic. Not only can they not diagnose the problem—or even admit there is one; being unable to keep your eyes open at work and going home with a migraine every day is totally normal, right?—but there is a good chance you will leave with a new problem you did not have when you arrived. After all that, the only thing I left with was pain in my left eye. She was going to jab one of my eyes hard; I wish she had jabbed the right one, but she jabbed my good eye instead. Amazing.

Just a terrible, sick joke. We went to urgent care because every time my partner schedules a Kaiser primary care appointment, it is postponed by a month to a time during the workday, and he simply cannot see a primary care physician. After waiting two hours in the lobby, we were finally called for the appointment but told that we had to go to the laboratory for tests. What tests? They had not even seen us. We had not spoken to anyone, and they did not really know why we were there. Why not send us to the laboratory at any point during the 2 hours we waited before the appointment rather than waiting until the appointment time to start the laboratory work? Then they wanted my partner to undergo 19 different laboratory tests without first speaking to him. He would pay 20% coinsurance, so as far as we knew, we might receive a bill anywhere from $300 or $400 to $400, with an out-of-pocket maximum of $2,500, when all he actually needed was testing of testosterone and vitamin levels. My goodness, they even wanted to test him for syphilis without knowing why he was visiting. We wasted an enormous amount of our day off together because no one involved in the process seemed to have any practical common sense.

Norma and Heather Napua Salvador in Obstetrics and Gynecology were both very courteous, efficient, and professional!

Because in-person appointments make me anxious, I tend to use Kaiser's virtual options. However, I needed an X-ray and had to visit the Honolulu clinic. This was my first visit to this location, and overwhelming, irrational anxiety left my mind in a fog. When I entered, the friendliest woman standing near the check-in kiosk greeted me immediately. She quickly determined exactly what I needed and pointed me in the right direction, then immediately helped my boyfriend find the completely different area he needed. Communication with her was quick and informative, but I never felt rushed or left confused. I then approached the X-ray area, where another friendly woman greeted me, further easing my anxiety. She was kind, quick, and efficient. Her manner brightened the entire room. I did not think it could get any better, but then an excellent radiologic technologist brought me back and patiently guided me so we could obtain the images we needed. She never made me feel like cattle during the imaging and made light conversation that helped me feel much more comfortable. The clinic was busy when I visited, but the staff were calm and performed very well. I was thrilled with the care I received. With care like this, I would feel much more confident about in-person visits. For me, it is not only about a particular person, doctor, or nurse, but the entire experience from start to finish. Honestly, this visit exceeded my expectations! This service rivals Disney's cheerful staff! Thank you to the three lovely women and to Kaiser for maintaining this standard of care. * I made a mistake and did not get their names. I hope Kaiser can identify them and recognize their excellent work. This was before 11 a.m. on Tuesday, January 14, 2025.

Great place. They came out to the emergency room, helped me into a wheelchair, checked me in quickly, and took me to a room. A doctor saw me within 5 minutes and immediately ordered blood tests. X-rays and an ultrasound were performed right away, the results came back quickly, and I received antibiotics and medication. I was discharged in record time. The staff were courteous and helpful. Kaiser Hawaii knows how to run a hospital. Thank you!