CONTACTS 
0201 - Kaiser Permanente - Shadelands                                                                                                                                     O-00000718 0403
020101 - Walnut Creek, CA                                                                                                                                                 O-00000718 0403
020102 - Ms. Jeanne Bradley; Coordinator
020104 - Administration Department                                                                                                                                        O-00000718 0403
0202 - Kaiser Foundation Health Plan, Inc.                                                                                                                                O-00000725 0701
020201 - Mr. Tom Driscoll; Director of Operations
020203 - Call Center                                                                                                                                                      O-00000725 0701

SUBJECTS
Medical Practice Requires Records
Risk Communication Main Factor of Management Success
Risk Management Communication Main Task of Managers, Largest Risk
Telephone Game Shows Meaning Drift, Need to Maintain Shared
Common Administration
Team Care in Medical Practice
Kaiser Medical Group
Imploding Not Enough Time to Think
Medical Mistakes Require Review
Medical Management Needs SDS

1512 -
1512 -    ..
1513 - Summary/Objective
1514 -
151401 - Follow up ref SDS 28 0000, ref SDS 27 0000.
151402 -
151403 - Talked to Darlene.
151405 -  ..
151406 - Tom is in a meeting.
151408 -  ..
151409 - I explained background planning for Tom to call today about efforts to
151410 - reduce medical mistakes, per my letter, ref DIP 11 0001, confirming a
151411 - discussion with Tom on Monday, 991206. ref SDS 27 2208
151413 -  ..
151414 - Darlene said everyone in the office heard about the announcement on
151415 - Tuesday, 991204, of a national effort to reduce the high cost of
151416 - medical mistakes, which was cited in my letter ref DIP 12 0001 to Tom
151417 - linked to this record and the article published by Reuters.
151419 -  ..
151420 - Darlene will ask Tom to call back later today or Monday.
151421 -
151423 -  ..
1515 -
1516 -
1517 - 1543 Tom called back
1518 -
151801 - He left a message which for some reason I did not get, since it was
151802 - right after I called his office at 1542.
151804 -  ..
151805 - Maybe that was when Millie called about weekend plans.
151807 -  ..
151808 - Tom says he received the letters on...
151809 -
151810 -     1.  Our telecon 991206. ref DIP 11 0001, per ref SDS 27 1891
151811 -
151812 -     2.  National initiative to cut medical mistakes. ref DIP 12 0001
151814 -  ..
151815 - He does not mention having learned about "meaning drift" and the need
151816 - for alignment to avoid mistakes.  In particular he does not mention
151817 - reviewing the letter on 990924, ref DIP 2 1680, explaining how to
151818 - reduce medical mistakes. ref SDS 9 0001
151820 -  ..
151821 - He mentioned the pilot program on the clinical inbox system at the
151822 - Santa Clara facility.
151824 -  ..
151825 - Tom advised his department does not need Welch support, and could not
151826 - benefit from partnering on Communication Metrics.
151827 - ..
151828 - He seemed to indicate continued communication would be useful.
151830 -  ..
151831 - Submitted ref DIT 1 0001 linked to this record showing understandings
151832 - from Tom's call.  Cited....
151833 -
151834 -     Letter on reducing medical mistakes, ref DIP 2 0001, shown at,
151835 -     ref DIT 1 0001 reported 990924. ref SDS 9 0001
151836 -
151837 -     Telecon on 991206, ref DIT 1 7600, on pending issues from medical
151838 -     history set out on 991206. ref SDS 27 0330
151840 -      ..
151841 -     Robert Pearl's letter on 991015, ref DIT 1 5610, reviewed on
151842 -     991028. ref SDS 13 0800
151844 -      ..
151845 -     Cite "emergency" exception, ref DIT 1 5610, to good medical
151846 -     management, explained in the letter on 990924. ref DIP 2 3876
151848 -      ..
151849 -     Covey, ref DIT 1 5610, to diagnosis before prescribing, from work
151850 -     on 921205. ref SDS 1 2231
151852 -      ..
151853 -     Drucker, ref DIT 1 5610, on need for analysis, reported 931130.
151854 -     ref SDS 3 3077
151856 -      ..
151857 -     Not enough time to think, ref DIT 1 5610, reported 970910.
151858 -     ref SDS 4 3479
151860 -      ..
151861 -     Drucker again, ref DIT 1 2990, on need to apply technology to
151862 -     support cognitive science, reported 991025. ref SDS 12 8925
151864 -      ..
151865 -     Kaiser policy on doctor/patient partnership, ref DIT 1 2990,
151866 -     reported 990625. ref SDS 5 4185
151868 -      ..
151869 -     National initiative to reduce medical mistakes. ref DIT 1 2990,
151870 -     reported by Reuters, ref OF 4 0001, on 991207. ref SDS 28 0889
151871 -
151873 -  ..
151874 - Asked for help on three issues...
151875 -
151876 -   1.  Who is responsible for developing procedures to accomplish
151877 -       Kaiser's doctor/patient communication policies?
151878 -
151879 -   2.  Who is responsible for obtaining feedback from customers (here
151880 -       patients), on improving procedures to help doctors and patients
151881 -       become better partners?
151883 -        ..
151884 -   3.  Who is responsible for developing procedures for improving the
151885 -       quality of Team Care called out in Pearl's letter on October 15?
151886 -
151887 -
151888 -
151889 -
151890 -
151891 -
151892 -
151893 -
1519 -