“Complaints often go to people who have no clout,” Billingsley added, “and then you haven’t addressed anything.”

This quote is interesting. Kaiser never had an interest in resolving member complaints. Member Services should have had an advocacy role but Kaiser didn’t employ it that way. Instead, the grievance process was utilized as a warning flag that there was eminent danger to the organization. Contrary to what this article implies, complaints actually do go to someone with “clout” - the spin committee who try to pass responsibility off entirely or widdle it down to the lowest common denominator ie. the nursing staff in my case. And when the DMHC pointed out that there is a systemic problem at Kaiser, it is not necessarily in the grievance process/Member Svcs it goes far beyond that and is rooted in the culture of the organization - self-preservation at all costs.

When you read this article, the State has identified the problems as lack of internal over-sight ie. peer review and QA. They are saying that the fox is guarding the hen house and effectively rubber stamping “issues” or practicing defensible medicine knowing that they have the power and the resources to stop people cold. Instead of admitting that there is a problem with the actual quality of the practice/delivery of medicine for whatever reasons, Kaiser comes back and with solutions that address the customers experience or perception of the problem. Now, we have someone in charge of fixing the problems in No Cal- Ed Glavis (can anyone comment on his tenure at Kaiser - how many hats has he had within the organization??? Seems to be around for ever) - so now the CSAs will be reporting to him — garbage in, garbage out.

Common processes, data systems, enhanced training of staff, reports, resolution centers … how will this change the fundamental problems that aren’t simply administrative in nature. I am expecting that the release of the DMHC report and sanctions will be major and hope that if Kaiser is allowed to internally monitor itself that there will be an enhanced auditing system in place that will help members/patients ensure that they are getting factual based answers and not just spin.

Please widen the probe across seas to our Region…