Kaiser keeps canceling appointments while I’m trying to get persistent back/leg numbness evaluated. What are my options in Oregon?
Hi folks. I’m currently fuming in a Kaiser urgent care and am trying to prepare myself if I need to take action once (if) I’m seen today.
I’m a Kaiser Northwest member in Oregon and I’m trying to figure out whether I should file a grievance, contact a regulator, or pursue another route. I’m getting increasingly frustrated because I’m actively scheduling the care I’m being told to get, but Kaiser cancellations keep extending the timeline.
Context: I’ve had back pain and flares off and on for the past 2 years after what I suspect is a herniated disc injury (what I’m trying to get evaluated). I’ve been to Kaiser urgent care a few times for back spasms and sciatic pain, usually prescribed muscle relaxers and steroids. I’ve had x rays and blood panels that rule out complications related to those areas. This year my back pain has flared the worst and longest and recently I’ve developed a new, concerning symptom of numbness and tingling down my left leg. I’m a horse back rider and gym goer who has been left unable to ride, work out, and, at times, be mobile at all.
Timeline: Spring 2026 - September 2026 I had a significant flare of ongoing low-back/sacral pain after riding. I’ve already been doing PT, including with an outside/home PT.
Sept. 11: I was scheduled for my second Kaiser PT visit, which I understood was part of the pathway toward getting an MRI if symptoms persisted. Kaiser canceled the appointment 2 days prior. Rescheduling pushed things farther out. My PCP later told me my outside PT could potentially count if there were visit notes.
Late September: My symptoms changed. The pain became predominantly left-sided and started traveling from my low back/glute/hip down the back of my left leg. I then developed numbness/tingling in my left foot/toes, which subsequently began involving my calf. The numbness has remained mild, and I still have normal strength, walking, ankle/toe movement, etc., but the sensory change has persisted.
Sept. 29-ish: I contacted my PCP about the new symptoms. She said it sounded like it could be sciatica and that, because of the new numbness/tingling, I should have an in-person evaluation and possibly earlier imaging. She also said it was fine to see another Kaiser provider because her next availability wasn’t until mid-November.
Oct. 2: I successfully scheduled an appointment earlier in the week with another Kaiser primary-care provider for the recommended evaluation. Kaiser canceled that appointment the morning of the visit (today). There were no other primary-care appointments available that day.
I called Kaiser and explained that I really needed the new numbness/tingling evaluated. I was told I could check again when schedules reset or use urgent care.
I went to a Kaiser-affiliated urgent care instead for its proximity and its website promising Kaiser members could be seen there. They evaluated me, ordered bloodwork and recommended PT/follow-up, but because they are outside Kaiser they told me referrals/imaging would ultimately need to go through Kaiser.
So I then drove to Kaiser Urgent Care. I’m currently sitting here waiting after being triaged because this is now the only way I’ve been able to obtain the in-system evaluation my PCP recommended.
I’m not arguing that I’m definitely entitled to an MRI or that I know what the diagnosis is. My concern is access to evaluation. I have repeatedly scheduled the care Kaiser/ my PCP recommended, Kaiser has canceled appointments, replacement availability has been weeks away, and my symptoms have progressed while I’m trying to navigate the delays. And I’m worried my symptoms will continue to progress as they have with the leg numbness.
Has anyone dealt with something similar with Kaiser Northwest/Oregon? Would this be appropriate for a formal Kaiser grievance? Is there an Oregon agency that handles timely-access complaints for Kaiser plans? And is there anything specific I should be documenting or asking Kaiser for?
TIA and for any guidance you may have. This has been so frustrating >.<
Update: thank you all for your help! After urgent care yesterday I ended up seeing a doctor who started to tell me it would be better to try and get evaluated by my PCP. When I explained the timeline of cancellations, next appointment times, and the progression of my symptoms, he went ahead and got me a referral for an MRI along with pain management medication in the meantime. I’m remaining hopeful I can get this scheduled in a timely manner and will utilize the resources and advice y’all provided if it comes to that. Thank you so much!