| February 21, 2002 | 03 00050 61 02022101 |
Ms. Vickie Travis
tomnvic@earthlink.net>
The Kaiser Papers
http://home.earthlink.net/~tomnvic
| Subject: | Medical Mistakes and the Kaiser Papers |
Dear Ms. Travis,
Thanks very much for your letter today asking about listing on The Kaiser Papers website a record on September 27, 1999 that relates difficulties I encountered at Kaiser.
The Kaiser Papers, which you have sponsored, show some common experience, though clearly far more grievous tragedy has befallen you and your family on the loss of your father. I extend deepest condolence on your loss, and share your strong desire to reduce the high cost of medical mistakes. I, also, agree with several of the steps you suggest patients, families and agents can take to improve the quality of care in every setting.
However, I do not support boycotting Kaiser, just as I do not support boycotting Microsoft, Enron, Harvard, Ernst & Young, Boeing, the Peace Corps, the Red Cross, and other large institutions. My feeling is we need to strengthen performance everywhere, because too many people are having too many problems.
Many at Kaiser who provide treatment, administration and management are professionals of outstanding caliber, who share your desire for good patient care. Some people in every organization are incompetent and lazy. Some have just given up and are indifferent. They feel nobody cares about good management because it is difficult to improve big organizations. All of us are both responsible and at risk of error due to limited time and span of attention that causes bumbling to escalate into colossal loss. Your family has paid a tragic price, and everyone benefits from your courage to speak out in holding Kaiser accountable, since accountability encourages improvement to strengthen communication in the doctor/patient partnership.
THE WELCH COMPANY
Rod Welch
rowelch@attglobal.net