440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700

November 30, 1999

03 00050 61 99113001

Ms. Jeanne Bradley
Administration Department
Kaiser Permanente
Permanente Medical Group, Inc.
Park Shadelands
320 Lennon Lane
Walnut Creek, CA 94598

Subject:   Communciation Metrics Meeting with Tom Driscoll
Corrections to the Record on August 2, 1999
Feedback Essential Metric of Communication
Kaiser Policy Requires Feedback

Dear Jeanne,

Thanks for correcting the record, and for following up on scheduling a meeting with Tom Driscoll, as we discussed today.

One idea to review with Tom is how to implement Kaiser's policy for feedback in communication, where strong social dynamics and limited time restrain this essential process. The purpose of policy, as with regulation and law, is to accomplish action that saves time and money, but is blocked by short-term perspective on immediate events. Recent reports on the high cost of medical mistakes gives this issue visibility and urgency. Training, tools, support and continual review of policy implementation, is the only way to reduce mistakes, improve care and earnings.

Please let me know what you think.



Rod Welch