‘Thank God they’re still alive’: Kaiser therapists claim its new screening system puts patients at higher risk by delaying their care

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Ilana Marcucci-Morris is worried about the patients she treats and how long it took for them to arrive in her office. At Kaiser Permanente’s psychiatry outpatient clinic in Oakland, California, she says she increasingly finds herself assessing people experiencing severe mental health issues whom she believes should have been sent to the emergency room weeks earlier. For those who do make it to their appointments, she thinks: “Thank God they’re still alive.”

It wasn’t always this way, according to Marcucci-Morris, a licensed clinical social worker. Licensed professionals used to almost always be the first point of contact for patients with behavioral health issues at Kaiser, she said. She has noticed a change since January 2024, after the healthcare giant introduced a new screening process for first-time patients. The new system introduced clerical workers who are not licensed practitioners, who ask scripted “yes” or “no” questions to assess the severity of patients’ conditions and how urgently they need to be seen. Around the same time, Kaiser also rolled out a different way to screen some patients: e-visits, essentially online questionnaires patients take before getting scheduled with a licensed health care professional.