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HMSA has waived co-payments for COVID-19 treatments and services. This coverage change remains in effect during the period of Hawaii’s emergency declaration—through May 15, 2020. Click HERE for HMSA Coronavirus and COVID-19 alert information.

HMSA announced steps to help members prepare for COVID-19 in a press release dated March 10, 2020. These steps include:
• Waiver of prior authorizations for diagnostic tests and covered services medically necessary for members diagnosed with COVID-19;
• Covering the cost of medically necessary diagnotic tests for COVID-19;
• Waiver of early refill limits on 30-day prescriptions;
• Expanding telehealth and nurse/provider hotlines.

HMSA also wants members to know that HMSA’s Online Care® is available to anyone in Hawaii. Providers are available 24/7. To get started, register and download the app on a smartphone or other mobile device or visit


April 8, 2020—Another KP update for employees and members on self-care:

As the situation around the coronavirus and COVID-19 continues to unfold, many employees are understandably experiencing feelings of fear, uncertainty, and anxiety. We offer a broad range of self-care tools that can help, and many are available to all employees — not just Kaiser Permanente members.  Along with information about resources available through your employee assistance program (EAP) and health plan, please share the attached list of self-care tips with your employees. It’s a simple way to remind them to take good care of themselves emotionally as well as physically — and show your support during this difficult time.

How to Manage Anxiety and Stress PDF
KP Coronavirus (COVID-19): How to Get Care PDF

April 2, 2020—KP sent out an email to KP members as follows:

The latest updates on coronavirus

As the situation around coronavirus and COVID-19 evolves, we’re working diligently to help our members stay healthy and informed—and keep you aware of updates that could impact your employees. 

Helping members understand how to get care and support is more important than ever in times of crisis. So is keeping them informed about what to expect as we implement changes to protect the health of our members, care teams, and communities. Here’s everything we shared with your employees this week regarding coronavirus:

Get help with self-care using apps and other online tools
Right now, it’s especially important to care for the whole you — mind, body, and spirit. Whether you’re looking for help with sleep, stress, or relationships, we have many digital tools for your mental health and wellness.  

Available at no cost to our members, the myStrength app offers a personalized program with interactive activities, in-the-moment coping tools, inspirational resources, and community support. And it has new features specifically designed to help you cope with fear or anxiety about the coronavirus. Get started at

How to get care without leaving your home
Your health and safety are our top priority. We encourage you to use our convenient telehealth options to seek care:

• By e-visit: Members can now schedule an e-visit regarding potential coronavirus symptoms using or the Kaiser Permanente app. Members will be asked questions about their symptoms to help us determine the best option for care.

  1. Log in, scroll down to “Common Symptoms and Questions,” then select “Coronavirus.”
  2. KP app: Go to “View Appointments,” then tap on “New Appointment” > “Start an E-visit” > “Continue” > “Coronavirus.” 

• By phone or video: Consider a phone or video visit (where available). Members who have flu-like symptoms and are 18 or older can also speak with a care team member to get care and advice and get treatment for symptoms if necessary.  

• By contacting our Appointment and Advice Call Centers on Oahu: 808-432-2000; Maui/Molokai/Lanai: 808-243-6000; Hawaii Island: 808-334-4400; and Kauai: 808-246-5600; to speak with an advice nurse. For TTY, call 711. 

• By emailing your doctor with nonurgent questions and concerns. Sign in to or the Kaiser Permanente app to get started. 

• You can also refill most prescriptions with mail order. Sign up for our mail-order service at or call 808-643-7979 (TTY 711), 24 hours a day, 7 days a week.  

As a reminder, the following locations have temporarily stopped providing in-person care. This will help us increase the availability of video and phone visits and protect our members, staff, and community.   

  • Kihei Clinic  
  • Waimea Clinic  
  • Hawaii Kai Clinic  
  • Kahuku Clinic  
  • Kailua Clinic  
  • Kapolei Clinic  
  • Nanaikeola Clinic 

Our Honolulu Medical Office, Hilo Clinic, Kona Medical Office, Koolau Medical Office, Lahaina Clinic, Lihue Clinic, Mapunapuna Medical Office, Moanalua Medical Center, Maui Lani Medical Office, Wailuku Clinic, and Waipio Medical Office will remain open to continue serving our members’ in-person care and pharmacy needs. Ala Moana Behavioral Health also remains open.  

Kaiser Permanente After-Hours Care will remain open at Moanalua Medical Center, Monday through Friday from 5 to 10 p.m. and weekends and holidays (including Kuhio Day) from 8 a.m. to 10 p.m.; and at Maui Lani Medical Office, Monday through Friday from 5 to 8 p.m. and weekends and holidays (including Kuhio Day) from 8 a.m. to 5 p.m. Our affiliated Urgent Care partners on Maui, Hawaii Island, and Kauai are available as well.  

Policies on limiting visitors 

Given the current situation, our hospitals and medical centers are implementing visitor restrictions to protect your health and the health of your loved ones. In general, visitors are not allowed at Moanalua Medical Center. Hospice/end-of-life care, PICU, NICU, labor and delivery, and postpartum care patients will be permitted one visitor (in good health) over the age of 14. Children under the age of 14 will not be allowed in inpatient rooms in the hospital. A member traveling from a neighbor island may bring one visitor (caregiver) with them. In addition, one visitor can assist you with care when you have an appointment. People who are sick with a cough or cold will not be allowed in the hospital’s patient care areas. 

Prescriptions and pharmacy call center 

Our pharmacies are experiencing a high volume of refill requests and calls at this time. We apologize for this inconvenience. To support physical distancing, we encourage members to use mail order for all nonurgent prescriptions. Most prescriptions can be filled by mail, and we’re working as quickly as possible to make sure you receive your mail order within 7 days. You can use the Kaiser Permanente app to receive shipment notifications that will help you track your order.   

Remember, you don’t need to be tested if you aren’t showing symptoms 

We’re prepared to test patients for COVID-19 if they meet the guidelines set out by the  Centers for Disease Control and Prevention  and your local public health agency. Testing isn’t recommended for people with mild or moderate symptoms, and you don’t need to be tested if you aren’t showing symptoms.  

COVID-19 tests are only available when medically necessary, so please don’t come into a Kaiser Permanente facility for testing unless a doctor refers you. If you’re concerned that you or a family member are showing symptoms of COVID-19, please contact us before coming in. 

If you’re having trouble paying for coverage, we want to help  

We’re deeply committed to making sure our members and the communities we serve have access to the care they need. If a Kaiser Permanente member loses coverage due to job loss, we can help them learn about their options. Whatever their care needs, our team can help members navigate the complexities to find the coverage they want and need so there’s no disruption in their Kaiser Permanente care. For more information, please visit

Personal protective equipment 

We’re working around the clock to make sure our facilities and staff are ready to provide high-quality care for our members. We’ve been carefully managing our resources, ensuring we have adequate access to protective equipment and medical supplies needed for the screening and treatment of patients with potential and confirmed COVID-19 infections. As we screen more and more patients, our supply needs will increase. We have the supplies and equipment we need today to safely care for our members and protect our staff, and we’re planning for the coming weeks and months to ensure those supplies remain available. You can help us continue to care for our most critically ill patients by using e-visits and phone and video appointments (where available).


We’re developing a national donation network to ensure equitable distribution of critical supplies across Kaiser Permanente and other care providers. In most cases, we respectfully ask that people avoid bringing donations directly to our medical centers, so our care teams can focus on receiving patients with urgent health care needs. If you’re interested in donating, please email We’ll contact you with further instructions. For more information about donating COVID-19 supplies, visit

Taking Care of Your Health

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