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I am a current Kaiser subscriber. (member?/customer?) Even despite the simplicity for which Kaiser is clearly striving, I had a tough time figuring out how it was supposed to work at first.

I was accustomed to urgent care without a phone call. I tried to apply that experience to Kaiser. I found a Kaiser facility, via their web site, that claimed to offer urgent care during certain hours. I even double checked the definition of "urgent care" on wikipedia. I arrived at listed opening hour. The security guard I found there didn't know anything about it, except that no one else would show up for another hour. Then I wandered around trying to figure out where "urgent care" was, but there was some confusion about it. Eventually, I got to a desk somewhere. I was told to call for an appointment, which I did from there. All in all I spent three or four hours waiting and shuffling around between different desks. It was a very frustrating experience.

Eventually, I found out that everything in Kaiser starts with a phone call. But I don't think I was ever told that. What you're supposed to do, as far as I can tell now, is just call the number on your card any time you want to do anything.