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Commentary - How contacting the CEO of Kaiser is supposed to work.

This morning, Jan 13, 2016, Tom Forrest, CEO of Tom Forrest, LLC, which owns and several other companies contacted us.  He had blogged about his interaction with Bernard Tyson, the current CEO of Kaiser, a part of Kaiser Permanente, but separate from the Permanente Medical Group.  

On March 16, 2015 Mr. Forrest blogged:

"I think it is interesting that I had to speak with Bernard Tyson the CEO of Kaiser Permanente in order to have my billing problems corrected. I suppose is it a sign of the modern times we live in today that I would be blogging about changing my doctor, and the reasons why that medical doctor change was needed."

I will say I have Kaiser and that I have been having many terrible problems with Kaiser since 1-1-2014.

Kaiser lost eight months of my payments and has been sending me collection and termination letters, and no one at Kaiser would help me for months until I finally phoned the CEO Bernard Tyson.  Yes this gentleman returned my phone call and promised to help me and he is keeping his service commitment to me.  Of course I am very happy the CEO helped me and this is a huge plus for Kaiser in my mind.  I am now loyal to Kaiser for life because I like Bernard so much.  Sometimes a super CEO like Bernard Tyson has to step in and help solve problems.

The sad part of this story is the Kaiser CEO returned my phone call, yet my own physician for over ten years refused to return my phone calls."

We have all been raised to believe that contacting the CEO of any company is what we are supposed to do when confronting a serious problem that employees are either ignoring or do not know what to do about but are unwilling to seek help or advice up the chain of command.

For several years people have also been misinformed that the position of CEO was now nothing more than a glorified political position where social prominence was the leading criteria to fill the position.  I suppose that misinformation was put out to stall the public from letting a company head learn about the wrongdoing or incompetence of employees.

So no matter what social publication or public political meeting reporting about any CEO, the purpose still is for that person filling the position of CEO to oversee the business they represent and they do need to know what the employees are doing and how they are treating the patrons of the company they represent.  The CEO can then work with that information, can put the patron's problem in the hands of someone competent to handle it properly and can personally take an interest in it until it is fixed.

CEO's are not ignoring patrons.  However, if the CEO or his staff sends the problem to the proper department and it is still ignored or no assistance is forthcoming, it is time to contact the CEO again and let him know the problem continues.  Again, request the CEO's intervention.  You need to do this until you satisfy yourself that the CEO has been made aware of the problem and has done something about it.  That is still part of the job of the CEO in any part of this world no matter what anyone tells you differently.

In the case of Kaiser and the Permanente, for business or insurance matters Bernard Tyson is the correct CEO to contact. For medical matters, involving medical care or lack of, then people need to track down the head of the Permanente.  We do not provide that information to the public as the Permanente has never been approachable nor provided that information to the Kaiser Papers.  You can though tweet Robert Pearl, CEO of the Permanente at  @robertpearlmd .

Just maybe if the public tweeted him enough he would notice that there are some serious problems that need to be addressed.