CONTACTS 

SUBJECTS
1000 Char Limit Kaiser Email Prevents Clear Concise Complete Communi

1803 -
1803 -    ..
1804 - Summary/Objective
1805 -
180501 - Follow up ref SDS 6 8U5L.
180502 -
180503 - Notified Kaiser of opportunity to improve patient care with better
180504 - communications by eliminating 1000 character limit on email to the
180505 - doctor. ref SDS 0 OX5J  Recommended expanding page width to provide
180506 - precision access to doctors that meets requirements for accuracy in
180507 - ISO management standards under the locality principle. ref SDS 0 223Y
180508 - Kaiser responded citing links to NWO on clear, concise, complete
180509 - communications, which demonstrates benefits of precision access.
180510 - ref SDS 0 217L  Kaiser further maintains there is no intent to limit
180511 - communications, and notes that limitations streamline messages.
180512 - ref SDS 0 214Q  Kaiser's letter encourages customers to "be healthy,"
180513 - which requires clear, concise, complete communications that can be
180514 - supported with improvements to the email system. ref SDS 0 215P
180515 -
180516 -        [On 070115 Kaiser submitted issues with email productivity
180517 -        to technical and management teams. ref SDS 7 OX5J
180519 -         ..
180520 -        [On 070116 Millie received a letter from Manny advising that
180521 -        Kaiser is reviewing the issue. ref SDS 8 455M
180522 -
180523 -
180525 -  ..
1806 -
1807 -
1808 - Progress
1809 -
180901 - On 061218 Millie reported poor productivity to the doctor using Kaiser
180902 - email system, ref SDS 6 8U5L, citing initial review on 060106.
180903 - ref SDS 4 AO5K
180905 -  ..
180906 - Millie submitted ref DIT 1 0001 to Kaiser's email system webmaster,
180907 - confirming the scope of the problem...
180909 -         ..
180910 -    1.  The 1000 character limit prevents clear, concise, complete
180911 -        communication, ref DIT 1 0001, as explained in NWO. ref OF 14
180912 -        JZ5N
180914 -         ..
180915 -    2.  Is there a way to overcome this limit to save lives, time, and
180916 -        money? ref DIT 1 223V
180918 -         ..
180919 -    3.  The length of the string supported in Kaiser's email seems to
180920 -        cause precise access to fail, illustrated by the above link,
180921 -        and the following explaining the crictial role of intelligence
180922 -        support in the doctor patient partnership for avoiding medical
180923 -        mistakes. ref OF 13 PX6J
180925 -         ..
180926 -    4.  Kaiser is making good progress toward an effective 'paperless
180927 -        office' model, however, without precision access, the email
180928 -        system is not effective.
180929 -
180930 -           [On 070115 Kaiser submitted issues with email productivity
180931 -           to technical and management teams. ref SDS 7 OX5J
180933 -            ..
180934 -           [On 070116 Millie received a letter from Manny advising that
180935 -           Kaiser is reviewing the issue. ref SDS 8 455M
180937 -            ..
180938 -           [On 070223 Kaiser asks if changes Kaiser made have solved
180939 -           the problem. ref SDS 9 H93I
180941 -  ..
180942 - Kaiser's information management team appended additional
180943 - identification data to Millie's letter...
180944 -
180956 -
180957 -
180958 -
180959 -
180960 -
1810 -

SUBJECTS
1000 Char Limit Customer Email to Kaiser Doctor Not Intended Hinder

3303 -
3304 - 1526
330501 -  ..
330502 - Kaiser Recommends Calling the Doctor for Effective Communications
330503 -
330504 - Millie received ref DRT 1 0001 from Mario at Kaiser answering Millie's
330505 - letter earlier today, per above. ref SDS 0 OX6H
330507 -  ..
330508 - Kaiser assigned a case number...
330509 -
330510 -        (KMM8686718V54124L0KM)
330511 -        Case ID number: 10236157
330513 -  ..
330514 - Kaiser's web master, Mario says to Millie...
330515 -
330516 -    1.  Thank you for your inquiry. ref DRT 1 0001
330518 -         ..
330519 -        Thank you for the links to the NWO site.  This is very valuable
330520 -        information that I'm sure would create a much more efficient
330521 -        way of communicating complex issues in a clear an concise
330522 -        manner. ref DRT 1 218U
330524 -  ..
330525 - Kaiser's letter quoting sources at specific links with anchors
330526 - demonstrates benefits of precision access, which currently is
330527 - frustrated by Kaiser's email system for doctors that has a fixed,
330528 - narrow page width, reported on 060106. ref SDS 4 5U8L
330530 -  ..
330531 - Since links are represented correctly in the letter to the webmaster,
330532 - but fail in correspondence with the doctor, these are separate
330533 - systems.  If patient email communication with the doctor is brought
330534 - into alignment with the larger page width provided in letters to the
330535 - webmaster, this would provide precision access to the doctor, as
330536 - demonstrated by Mario's letter today, thus, solving part of the
330537 - problems reported on 060106. ref SDS 4 5U8L
330539 -  ..
330540 - Kaiser's letter to Millie continues...
330541 -
330542 -    2.  The following was pulled directly from the website :
330543 -
330544 -        a.  Clear and concise. The less you write, the less chance for
330545 -            misunderstanding or misinterpretation.  The clearer you
330546 -            are, the more likely the message will be understood and
330547 -            acted upon. Don't offer an opinion if it isn't essential.
330548 -            Stick to the facts.
330549 -            (PMI seminar, Asilomar, CA July 15, 1996), ref OF 14 JZ5N
330551 -             ..
330552 -        b.  As seen, authorities recommend concise communication for
330553 -            clarity on responsibilities, liabilities and entitlements.
330554 -            Added length for complete context on authority, background,
330555 -            commitments, and rationale help induce and guide successful
330556 -            action, but reduces clarity that can lead to failure of
330557 -            notice, because there is not enough time on the job to read
330558 -            everything.  Clear and concise communication seems like the
330559 -            remedy for 'information overload. ref OF 14 PQ8G
330561 -         ..
330562 -    3.  The 1000 character limit is not meant in any way to hinder
330563 -        communication between yourself and your provider.  Due to
330564 -        system requirements as well as the multitude of requests
330565 -        received by our members, we must streamline our messaging
330566 -        process to efficiently handle each request we receive.  Should
330567 -        you require the need to add additional information, it is
330568 -        advised that you contact your doctor's office directly through
330569 -        the appointments/advice line.  Contact phone numbers can be
330570 -        found online under our facility directory. ref DRT 1 214Q
330571 -
330572 -           [On 070116 Millie received a letter from Manny advising that
330573 -           Kaiser is reviewing the issue. ref SDS 8 455M
330575 -  ..
330576 - Kaiser's explanation that 1000 char limit is a system requirement to
330577 - streamline messages conflicts with Marios' letter approxomately 3K,
330578 - 200% greater than 1K limit imposed on the customer.  Similarly,
330579 - correspondence from the doctor routinely exceeds 1K, illustrated by
330580 - the letter received from the primary care physician for the meeting on
330581 - 061208. ref SDS 5 D64Q
330583 -  ..
330584 - Kaiser's proposal for patients to call the doctor or the advice nurse
330585 - conflicts with limitations on human memory, reported in Professor
330586 - George Miller's paper reviewed on 990303. ref SDS 1 5328  Meetings and
330587 - calls are essential components of communication that comprise 90% of
330588 - daily work.  However, productivity to save lives, time, and money
330589 - requires confirmation of conversation with feedback using writing that
330590 - increases accuracy several orders of magnitude.  Directing patients to
330591 - use conversation creates a recursive loop that compounds error, which
330592 - is already a big problem in medical practice, reported on 990912.
330593 - ref SDS 2 0001
330595 -  ..
330596 - Example of error relying on conversation proposed in Kaiser's letter
330597 - today is reported on 041230. ref SDS 3 XQ84
330599 -  ..
330600 - "Streamling" cannot excuse mistakes that cost lives, time, and money.
330601 - Kaiser can increase efficency by improving email, as reported on
330602 - 060106. ref SDS 4 1O8F
330604 -  ..
330605 - Kaiser's letter concludes...
330606 -
330607 -    4.  Be healthy. Live well. Thrive.
330609 -  ..
330610 - Kaiser's proposal for the patient to "be healthy" is the purpose of
330611 - membership supported by effective communications following guidance in
330612 - Kaiser's Healthwise Handbook.  Review on 990625 shows Kaiser calls for
330613 - doctor patient partnership, which conflicts with arbitrary limitations
330614 - on communication, reviewed on 060106. ref SDS 4 5U7I
330615 -
330616 -            [On 070115 Kaiser submitted issues with email productivity
330617 -            to technical and management teams. ref SDS 7 OX5J
330618 -
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330620 -
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3307 -