CONTACTS 
0201 - Kaiser Permanente - Shadelands       925 906 2200
020101 - Walnut Creek, CA
020102 - Mr. Mark Mangrai; 925 906 2209
020103 - mark.Mangrai@tao.ncal.kp.org
020104 - Patient Assistance

SUBJECTS
Medical, Kaiser
Exam 990910 Knee Treatments
Medical History, Xrays Not Submitted for Meeting
Glucosamine Chronditrin
Report Omits Medical History, New Therapies
Glucosamine Chronditrin
Sel -evident Benefits

1009 -    ..
1010 - Summary/Objective
1011 -
101101 - Follow up ref SDS 77 0000, ref SDS 76 0000.
101102 -
101103 - Mark said he talked to Craig today, per my request in the letter,
101104 - ref DIP 16 2257, sent yesterday, ref SDS 77 3966, and learned that
101105 - Craig has received my letter, ref DIP 15 0001 on his report,
101106 - ref DRP 15 0001, for the meeting on 990910, ref SDS 66 0001, which was
101107 - submitted via email yesterday. ref SDS 77 0001
101108 -
101109 - Mark indicated that Craig now seems comfortable using web mail
101110 - methodology, and will respond.
101111 -
101112 - This addresses objections Craig raised on 990910. ref SDS 66 9130
101113 - ..
101114 - I asked Mark if he reviewed Craig's report?
101115 -
101116 - Mark said Patient Assistance does not have access to medical reports
101117 - issued by doctors.  He said it takes too much time for him to obtain
101118 - this information from Kaiser's management system.
101119 -
101120 - I explained the report is linked in the letter to Craig, ref DIP 15
101121 - 0001, so Mark can get it by clicking on the link.
101122 -
101123 - While we talked, Mark clicked and got the report.  He said this is
101124 - "pretty neat," which aligns with Jeanne Bradley's comment on 990802.
101125 - ref SDS 55 0406
101126 -
101127 - Mark feels web mail is a lot faster than the way they are doing things
101128 - now, and is a definite improvement on the Call Message system he
101129 - wanted me to use last week. ref SDS 75 2479
101130 -
101131 - This aligns with Jeanne Bradley's support Com Metrics at Kaiser on
101132 - 990915. ref SDS 71 2255
101133 -
101134 -    [On 990930 sent Jeanne a letter thanking her for suggesting that
101135 -    Mark be contacted. ref SDS 78 0001]
101136 -
101137 -
101138 -
101139 -
1012 -

SUBJECTS
Patient Assistant
Questions, Suggestions
Medical History, Xrays Not Submitted for Meeting
Medical Chart Missing Information
Syed Doesn't Like Email
Click Links Objectionable, Takes Time
Call Centers Error Pronem, Awkward

1610 -
161001 -  ..
161002 - Report on Medical History and Xrays Not Delivered to Boulris
161003 -
161004 - Follow up ref SDS 77 3966, ref SDS 75 0001
161005 -
161006 - Mark had reviewed my letter, ref DIP 16 0001, submitted yesterday.
161007 -
161008 - Discussed pending issues per Mark's request on 990924. ref SDS 75 0001
161009 -
161010 - Mark will investigate two pending issues listed in the letter,
161011 - ref DIP 16 1870, sent yesterday, ref SDS 77 2318, from the prior
161012 - letter, ref DIP 14 2255, on 990921. ref SDS 73 0477
161013 -
161014 -     Mark will report why medical history was not submitted to Doctor
161015 -     Boulris in compliance with Kaiser's Team Care policy reported on
161016 -     990625. ref SDS 41 6970
161017 - ..
161018 - Mark will discuss with Syed advantages of web mail, per record
161019 - on 990924, ref SDS 75 9964, and suggest changing assignments on
161020 - Primary Care Physician, if clicking to get information is too great a
161021 - burden, ref DIP 16 3570, per Mark's concern on 990924. ref SDS 75 8137
161022 -
161023 - Mark asked about using email without links to the web?
161024 -
161025 - He feels Syed will do that.
161026 -
161027 - We reviewed the difference between web mail and email.
161028 -
161029 - Mark feels email does not support facile alignment and access to key
161030 - information that is evident in the web mail he received today, as
161031 - noted above dicussing the report issued by Dr. Boulris. ref SDS 0 2501
161032 -
161033 - Trying to add "intelligence" to conventional email would take a lot of
161034 - extra work and time.  It is really impossible to replicate web mail
161035 - with regular email, but email works fine to deliver web mail.
161036 -
161037 - Email is inherently error prone because it is a stream of conscious
161038 - process, similar to speech.  The goal is to reduce these mistakes
161039 - because they cost a lot of money, as reported in the recent article
161040 - published on 990912. ref SDS 67 0001
161041 -
161042 - Mark said he does not know why Syed objects to clicking on links in
161043 - email to get timely, accurate information.
161044 -
161045 - I explained some people have an emotional aversion to using the
161046 - Internet, similar to using a speaker phone.  They somehow feel
161047 - insulted.   Once they get a little experience, they discover the
161048 - advantages outweigh any percieved worries, as reported on 990712.
161049 - ref SDS 47 5837
161050 -
161051 - Mark will suggest that Syed try reviewing the letter to Doctor
161052 - Boulris, and if he remains concerned about this method, Mark will
161053 - inquire to get someone else for the Primary Care Physician.
161054 -
161055 -     [On 991006 Mark's report does not show that he asked Syed to try
161056 -     using web mail. ref SDS 79 0002]
161057 -
161058 - I suggested that Mark send the letter to Doctor Boulris to Doctor Tom
161059 - Connolly, because he is known to support email communication.  Tom
161060 - cannot take another patient, per discussion with is wife, Sylvia, on
161061 - 990625, ref SDS 41 2541, however, he may be able to suggest someone
161062 - who is willing to work with web mail.
161063 -
161064 -
161065 -
161066 -
161067 -
161068 -
161069 -