CONTACTS 

SUBJECTS
Kaiser Email Improvements Doctor Patient Communications Internet Tec

2203 -
2203 -    ..
2204 - Summary/Objective
2205 -
220501 - Follow up ref SDS 14 0000. ref SDS 13 0000.
220502 -
220503 -
220504 -
220505 -
220507 -  ..
2206 -
2207 -
2208 - Progress
2209 -
220901 - Background reporting issues using Kaiser's electronic mail (email)
220902 - system is reported in the record on 070113, ref SDS 13 OX5J, notifying
220903 - of issues originally listed on 060106. ref SDS 5 AO5K   More recently,
220904 - on 061227 Millie requested support clear, concise, complete
220905 - communication with the doctor. ref SDS 11 OX5J
220907 -  ..
220908 - Millie received ref DRT 1 0001 from Manny at Kaiser's Tier 2 Web
220909 - Support department, and following up notice from Kaiser yesterday on
220910 - 070115 that this matter was submitted for resolution. ref SDS 14 4Q4I
220912 -  ..
220913 - Letter from Kaiser says...
220914 -
220915 -    1.  Hello from Kaiser Permanente Internet technical support.
220916 -        Thanks for letting us know that you've experienced a problem
220917 -        with Kaiser's Member web site, KP.org.  This issue has been
220918 -        assigned to the Internet technical support group for
220919 -        investigation.
220921 -         ..
220922 -    2.  We are currently looking into the problem. You will be updated
220923 -        with additional information as it becomes available.
220925 -         ..
220926 -    3.  Thank you for your patience.
220927 -
220929 -  ..
2210 -
2211 -
2212 - 1607
2213 -
221301 - Millie submitted ref DIT 1 0001 to Kaiser responding to Manny's
221302 - letter, ref DRT 1 0001, received earlier today, per above. ref SDS 0
221303 - 455M
221305 -  ..
221306 - Letter to Kaiser says...
221307 -
221308 -    1.  Thanks for timely response to issues on Kaiser's email.  This
221309 -        was initially reviewed on 060106, when my doctor notified that
221310 -        Kaiser expanded support for timely, accurate communications.
221311 -        At that time review showed five (5) issues. ref SDS 5 1O8F,
221312 -        ref DIT 1 0001
221313 -
221314 -            [On 070223 Kaiser asks if changes Kaiser made have solved
221315 -            the problem. ref SDS 15 H93I
221317 -         ..
221318 -    2.  The "cookies" problem may be difficult politically for people
221319 -        to grasp why timeliness is critical to accuracy for better
221320 -        care.  The other issues should be easy fixes. ref DIT 1 VG6G
221322 -         ..
221323 -    3.  Please keep me posted on progress. ref DIT 1 4H6L
221325 -         ..
221326 -    4.  Thanks again for taking matters that strengthen the
221327 -        doctor/patient partnership. ref DIT 1 EH6O
221328 -
221329 -
221331 -  ..
2214 -
2215 -
2216 - 2221
2217 -
221701 - Case 78351027 Review Physician Training Local Configuration
221702 -
221703 - Millie received ref DRT 2 0001 from Manny at Kaiser responding to the
221704 - letter earlier today, ref DIT 1 0001, clarifying scope, and shown
221705 - above. ref SDS 0 4Q3Y
221707 -  ..
221708 - Letter from Kaiser says...
221709 -
221710 -    1.  Hello from Kaiser Permanente Internet technical support.
221711 -        Thanks for letting us know that you've experienced a problem
221712 -        with Kaiser's Member web site, KP.org.  This issue regarding
221713 -        signing on to our site has been documented in case 78351027.
221714 -        ref DRT 2 0001
221716 -         ..
221717 -    2.  I am escalating this problem to the region to determine if the
221718 -        physician you're making reference to is able to provide you
221719 -        with the proper information and support for your condition.  I
221720 -        have also asked the region to determine if this is a training
221721 -        issue or a configuration setup with the local machines on the
221722 -        physician not being able to view the provided links.
221723 -        ref DRT 2 KI6F
221725 -  ..
221726 - There are five (5) problems to investigate listed in the record on
221727 - 060106, as noted in the letter to Kaiser earlier today, per above.
221728 - ref SDS 0 FF5I
221730 -  ..
221731 - Precision access is the 3rd issue listed on 060106. ref SDS 5 5U8L
221733 -  ..
221734 - Manny's approach looking to possible physician training and local
221735 - machine configuration seems misplaced.
221737 -  ..
221738 - The problem begins with limitations on the width of the page that is
221739 - fixed in Kaiser's system for the patient to send an email to the
221740 - doctor.  The fixed width is too narrow to enter a link address, as
221741 - reported on 060106. ref SDS 5 5U8L  This limitation does not occur
221742 - sending messages in an email to Manny, because the page width of a web
221743 - browser program is flexible.  Similarly, page width in letters to
221744 - Kaiser's web master while fixed, is much greater than the width of the
221745 - page for sending a letter to the doctor, and so links to the web
221746 - master work okay.
221748 -  ..
221749 - Letter from Kaiser continues...
221750 -
221751 -    3.  I would like you to know that I am working on this technical
221752 -        issue at this time and forwarding your comments about
221753 -        strengthening doctor patient communications, indicated by your
221754 -        email response to the proper group for review. ref DRT 2 UI6M
221756 -  ..
221757 - Manny's support for doctor patient communications fits Kaiser's
221758 - Healthwise Handbook, reviewed on 990625. ref SDS 2 NP5I
221760 -  ..
221761 - Letter from Kaiser continues...
221762 -
221763 -    4.  In the meantime please contact your local Kaiser facility by
221764 -        telephone for any necessary services. ref DRT 2 4J7I
221766 -  ..
221767 - Millie meets regularly with the primary care physician, and uses the
221768 - email system within current limits.  Hopefully, Manny's work will
221769 - bring helpful improvements, as noted today. ref SDS 0 YA4K
221771 -  ..
221772 - Telephone calls have not been effective, except for emergencies.  An
221773 - example is getting instructions for going to the Emergency Room,
221774 - illustrated by the record on 060607, ref SDS 7 PR5R, and again a few
221775 - months ago on 061027. ref SDS 8 EX4P
221777 -  ..
221778 - Letter from Kaiser continues...
221779 -
221780 -    5.  You will be updated with additional information as it becomes
221781 -        available. ref DRT 2 XK7M
221783 -         ..
221784 -    6.  Thank you for your patience. ref DRT 2 6L8F
221785 -
221786 -
221788 -  ..
2218 -
2219 -
2220 - 0025
2221 -
222101 - Millie submitted ref DIT 2 0001 to Kaiser responding to Manny's letter
222102 - earlier this evening, received above. ref SDS 0 EF7L
222104 -  ..
222105 - Letter to Kaiser says...
222106 -
222107 -    1.  Very pleased Kaiser is looking at precision access to support
222108 -        the doctor patient partnership.  As noted in the letter earlier
222109 -        today, there are 5 matters for review listed on 060106.
222110 -        ref SDS 5 1O8F, ref DIT 2 0001
222111 -
222112 -            [On 070223 Kaiser asks if changes Kaiser made have solved
222113 -            the problem. ref SDS 15 H93I
222115 -         ..
222116 -    2.  Your initial approach to investigate doctor training and local
222117 -        system configuration may be misplaced for reasons set out in
222118 -        the record reviewing your letter. ref SDS 0 IP5L, ref DIT 2
222119 -        WS6F
222121 -         ..
222122 -    3.  The above string works fine in this letter to you, because the
222123 -        width of the page is flexible, and because even if wrapped,
222124 -        executing the link reads it as a continuous string.  Similarly,
222125 -        when sending a letter to Kaiser's web master the page is also
222126 -        fixed, as with sending a letter to the doctor.  However, the
222127 -        page width is much greater emailing the web master, and so
222128 -        links work fine; whereas links fail sending the same string to
222129 -        the doctor.  So, this is a matter of modifying Kaiser's patient
222130 -        email system, or abandoning it and using regular email like
222131 -        this.  There is no evident issue of doctor training or local
222132 -        system configuration discussed in your letter. ref DIT 2 OS6L
222134 -         ..
222135 -    4.  Again, thanks for taking charge of this issue. ref DIT 2 QT7N
222136 -
222137 -            [On 070223 Kaiser asks if changes Kaiser made have solved
222138 -            the problem. ref SDS 15 H93I
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