Kaiser Permanente
09/17/2025 | Press release | Distributed by Public on 09/17/2025 09:40
More than a call
When Doretha Taylor went to the Kaiser Permanente Los Angeles Medical Center for an eye checkup, she left the appointment with support she hadn't expected.
At the time, Taylor faced eviction from her apartment.
Even though the landlord promised to give her a year to move, she was pressured to leave early. She felt stressed and unsure of what to do.
After her appointment, Taylor received a prescription along with instructions from her doctor. One message in her visit summary stood out: "If you or someone you know needs help with basic needs like housing or food, we can help."
Taylor called the toll-free number in the message, hoping to find support. She was thrilled to reach someone who could help.
"I was overwhelmed," Taylor said. "But when Daytana answered the phone, I felt like I mattered. She listened and cared."
Beyond a visit to the doctor
I was overwhelmed. But when Daytana answered the phone, I felt like I mattered. She listened and cared. Doretha Taylor
Daytana Latta is a resource specialist with the Kaiser Permanente Community Support Hub. She helps people when they need support with social health - things like having a safe place to live, enough food, and financial security. Kaiser Permanente believes these things are important to being healthy.
Latta clearly remembers talking to Taylor. "She reminded me why I do this job," Latta said. "It's not just about giving answers. It's about being there for someone when they need help."
Help is a phone call away
The call center opened in 2020. It's one of the first places people can go when they need help outside of a doctor's visit or medical center. It gets thousands of calls a day. Specialists like Latta are trained to connect callers to local resources and to listen with understanding.
"Each call is a chance to build trust," Latta said. "Sometimes we solve problems. Other times, we just need to be kind."
For Taylor, that kindness meant everything. "Daytana didn't rush me. She explained things clearly and even checked in later to see how I was doing. That's real care."
Kaiser Permanente supports the call center with training and a database of community-based organizations that can help people live healthier lives. The organizations provide things like legal aid, financial counseling, and access to food. But the most important part is the human connection.
With Latta's help, Taylor got legal support and found a new place to live. "I'm really happy in my new home," Taylor said. "I was so stressed, but I got through it thanks to Daytana and the help she gave me. I feel lucky I found out about the call center. I want other Kaiser Permanente members to know it's there for them, too."
For the communities that Kaiser Permanente serves, the call center is an important way to connect people to care and compassion.
"People might forget what you say," Latta said. "But they remember how you made them feel. I want every member to feel important."
Good health requires more than just health care
If you or someone you know needs support, visit the Kaiser Permanente Community Support Hub to explore the community resource directory or to speak to a community resource hub specialist.
Call 1-800-443-6328 (TTY 711), Monday through Friday, 8 a.m. to 5 p.m. We can help connect you to resources that fit your needs.
Kaiser Permanente published this content on September 17, 2025, and is solely responsible for the information contained herein. Distributed via Public Technologies (PUBT), unedited and unaltered, on September 17, 2025 at 15:40 UTC. If you believe the information included in the content is inaccurate or outdated and requires editing or removal, please contact us at [email protected]