CONTACTS 

SUBJECTS
Kaiser Patients Dissapointed by Service Want Help
Kaiser Patient Asks for Help Solving Problems Working with Kaiser
Kaiser Medical Management Inquiry on Kaiser Record, Vickie Travis

0805 -
0805 -    ..
0806 - Summary/Objective
0807 -
080701 - Follow up ref SDS 6 0000, ref SDS 3 0000.
080702 -
080703 - Received the following letter via email.....
080705 -        ..
080706 -       Dear Rod
080708 -        ..
080709 -       I read your on line "diary" but was not able to get to your home
080710 -       page.  What was the reason for this diary? I am a Kaiser patient
080711 -       and very unhappy with their care. Does your diary relate to
080712 -       something like this?
080714 -        ..
080715 -       Thanks
080717 -        ..
080718 -       Cynthia
080721 -
080723 -  ..
080724 - Submitted an email with a link to this record answering Cynthia's
080725 - question on how a diary helps medical treatment, per above.
080726 - ref SDS 0 OU6G
080727 -
080728 -    1.  Answering Cynthia's question about how to get to the home page
080729 -        on Com Metrics, click on.....
080731 -              ..
080732 -             http://www.welchco.com
080734 -         ..
080735 -        A diary or journal verifies and preserves understanding on
080736 -        important information from daily communication.  Writing
080737 -        exposes gaps in understanding that were not evident at the time
080738 -        events occurred.  This improves memory to guide future work so
080739 -        that things are done correctly.  The goal of accurate
080740 -        understanding to avoid mistakes leads to the idea of
080741 -        "Communication Metrics," as explained in POIMS. ref OF 4 1105
080743 -         ..
080744 -        The Schedule Diary System (SDS) is a software program that
080745 -        makes capturing a greater share of daily work fast and easy, as
080746 -        related in a recent letter to IBM a few days ago. ref SDS 5
080747 -        646V
080749 -         ..
080750 -        Communication Metrics supports Kaiser's Healthwise Handbook
080751 -        which says that communication is an important ingredient of
080752 -        good treatment, reported on 990625. ref SDS 1 0806  Since
080753 -        limited time prevents doctors from following all of the steps
080754 -        for good communication, just as it does for engineers,
080755 -        salesmen, and CEOs, as reported the same day, ref SDS 2 7753,
080756 -        patients can help their cause by helping to ensure good
080757 -        communication, as shown by the record of a recent visit to
080758 -        Kaiser on 030220. ref SDS 4 0001
080760 -         ..
080761 -    2.  SDS is not an immediate solution for everyone because it takes
080762 -        time to learn this capability, just like it takes time to learn
080763 -        to drive a car, or learn to use a VCR, computer, etc.
080765 -         ..
080766 -        On the other hand, anyone can use conventional methods with pen
080767 -        and paper or wordprocessing, like Microsoft Word, to make a
080768 -        list of issues to discuss with the doctor prior to a visit, and
080769 -        then write a short report after the visit on important points
080770 -        and questions.  In most cases, this accomplishes a lot of what
080771 -        is needed to help doctors and medical staff avoid inadvertant
080772 -        errors.
080774 -         ..
080775 -        The record on 020221 lists steps recommended by others which
080776 -        patients have tried in order to improve treatment. ref SDS 3
080777 -        KK6H
080779 -         ..
080780 -    3.  Our experience working with Kaiser has been positive, and the
080781 -        Kaiser staff has been professional and effective, as related in
080782 -        the record on 020221. ref SDS 3 WJ5V  While we have had good
080783 -        luck, we have, also, found that where performance of a
080784 -        particular doctor has not worked for us, Kaiser management has
080785 -        supported changing doctors by calling the advice nurse.
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