I'm an external therapy provider with a large group based out of Pasadena. I started with them in 2024 and had a single five-minute meeting with one of the Kaiser reviewers- Christine Butler, LMFT (License #112941). I then didn't hear from her for about 13 months until I met with her again in June 2025 at 9 a.m.
The meeting lasted about 10 minutes, and she did virtually all of the talking, mostly about TPI survey completion rates. She made demeaning comments, such as saying there were "10,000 other providers" and that if my survey completion rate didn't improve, I would be on their "naughty list."
Shortly afterward, I sent her a very professional email following up on some of the things she had requested and addressing the comments she had made during our meeting. I told her that I was willing to work with her and accept feedback, but that there was no need to be demeaning. She never responded.
Over the next 11 months, I received a few automated invitations to schedule reviews with her. Each time, I scheduled right away, only to have the meetings canceled on her end without any explanation. I saved screenshots of the cancellations.
In May 2026, I had a Kaiser patient reach out to me wanting to schedule an intake. When I attempted to schedule the appointment, I discovered there was a block on my account. Our administrator reached out to Kaiser's group email at [SCAL-BH-Panel@kp.org](mailto:SCAL-BH-Panel@kp.org), and someone named Cristina Torres, LMFT (License #50498), responded by sending a bunch of made-up garbage to my practice.
I have all their emails for anyone that asks, including one in which she accused me of attending the meeting with Christine Butler a year earlier while intoxicated, discussing drug use, talking about trying to get clients to use drugs, being unable to be redirected, etc. Really outrageous garbage.
The administrator for my practice immediately challenged their claims, provided emails showing that I had politely followed up with Christine regarding what she had requested, provided screenshots of the canceled meetings, requested an eligibility letter, and asked for a meeting with Kaiser's leadership.
Kaiser didn't meet with my group for over two months and offered numerous excuses, such as waiting for advisement from their "KP team," dealing with "unforeseen circumstances," and being busy and suggesting that we try scheduling through their scheduler. I have all of these emails.
Some of the people responding from that SCAL email address include Artem Aghourian, Cristina Torres, Carolyn Adams, and Elizabeth Hamilton.
When my group finally met with Kaiser in July, the meeting was with Artem and Cristina. My group reported to me that Kaiser retracted everything they had previously claimed, as though none of it had ever happened. Artem reportedly told them that they should have interviewed me, but that it was a "long time ago" and was essentially "he said, she said." They apologized and said they were restoring my referrals immediately.
Soon afterward, Cristina Torres reached out to me wanting to schedule a "care review." I politely asked her about the made-up claims she had sent to my practice, what the resolution was, how they had conducted a review without ever asking me anything, and what their grievance procedure was.
She wouldn't answer any of my questions and instead had Artem email me. Artem tried to get me into a video call to answer my questions. I explained that I needed my questions answered in writing first because they had made allegations involving potentially criminal conduct, and I didn't feel safe proceeding without a documented resolution. My concern was that they could do the same thing again.
He eventually responded that Kaiser "investigations of reviews" were internal. Carolyn then tried to get me to schedule another "care review," and I again requested that my questions be answered first. Nothing was answered.
I felt I had no choice but to file complaints with any appropriate organization or agency that could review their conduct.
Kaiser recently sent out a new provider handbook that does not list any provider rights or grievance procedures. My concern is that, without clear protections or a grievance process, someone could make allegations against a provider at any time, leaving that provider with no apparent way to challenge the claims or obtain a written resolution.
Providers, please protect yourselves. Bring a witness to these meetings or record them where legally permitted.
Has anyone else had experiences like this with these individuals or other Kaiser "reviewers"? What do other providers think of the TPI surveys? To Kaiser they are the holy grail with which they base their entire treatment paradigm around. I don't think they're good clinical questions. More importantly I've never had a client think it was a useful tool. Therapy is collaborative so if I client doesn't fine an outcome measure or intervention useful then it usually isn't.