RBMB-Your Medical Records Aren’t As Safe As You Think

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And I’m not even talking about hacking of a computer, this is all human error.  Hopefully this article will spur most of you to double check where you’re sending personal information about an injured employee.  Get into the habit of reviewing and updating your phone and fax numbers for medical clinics and the state workers compensation board on a regular basis.

I’m still not sure why or what changed but the fax landline number that I’ve had for 32 years has been receiving for the last seven years full sets of information on employees who have been injured on the job. The last one was this week and now I have Mr Smith’s dob, home address, work address, SSN, his injury and other personal information that if I was dishonest, would also be hurting Mr. Smith financially as well as from his accident if I assumed his identity.  I called the medical office to let them know the information didn’t get to where it was suppose to go but to my home instead.  The clerk was perplexed and asked me again the patient’s name and birthdate.  Still not getting it he told me he needed to check with his office manager.  After being on hold for five minutes I hung up. Hopefully there were able to figure it out with the info I gave them.

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To make it worse, The state of California doesn’t seen to care either.  When this happened last August I tried to inform workers comp I was getting personal information.  She thanked me and was ready to hang up when I said, don’t you want to know who sent it and what it was about nor did she ask if I still had the information or destroyed it?

So folks, you’re going to have to take it upon yourselves to make sure this doesn’t happen to you.  FYI, when I do get this info and after reporting it to the sender, I take the time and shred it at no charge to anyone.  You’re welcome. 

 

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Supermarket Sweepstakes: Part 1

Sometimes I just wonder what’s behind a corporations business strategy or if they really have one at all.  I live in Vallejo, California and it is a town of just over 115,000 and proud to say it is the most diverse city in the United States of America, (numbers are rounded up – 32% white/european, 22% African American, 25% Asian/Filipino and 23% Latino).   When Safeway placed three stores of various sizes in this town Mare Island was still an active Naval Base and the demographics at that time were higher in white/european and African American.  The base closed in 1996 which changed everything.  Safeways newest store in the area, is about 6 years old and is very close to me in the town of American Canyon, 2.8 miles from my door,

The Vallejo flagship store is on Admiral Callahan Lane in a fair sized strip mall that is old and ugly and has several vacant store fronts.  It’s a large store but was built with narrow aisles and gets seriously congested quickly when it’s busy and they don’t have a Safeway gas station.  Even though It is only 1.8 miles from my door I really don’t like going there because it’s right off a freeway exit/entrance and always hard to get in and out of the strip mall plus as I mentioned earlier, the congestion in the store.  The Safeway on Georgia Street is tiny, old, dirty looking, poorly lit inside and I only go there as a very last resort since they do have a gas station.  In fact if you read the Google reviews the only positive mentioned is to go for the gas, otherwise people have said the service there is poor to fair and It is.  One of the few times I’ve gone inside, was a Saturday evening to grab only a carton of buttermilk for Sunday morning pancakes.  What should have taken only a few moments took forever as two employees chatted with each other about their Halloween plans ignoring the growing line of 7 poor souls just trying to quickly purchase one or two items.  They also have very little parking and it’s tough getting in and out of the place when the gas station is full with long lines that they don’t try to control at all.  From my observation the only thing keeping that store open is the gas station.

I’ve been to the Safeway in Glenn cove only a few times and I find it  nice but it is the furthest away from me and not worth the trip.   However I do  find the store in American Canyon the most convenient to go to, especially since it is the newest of their fleet and was built with nice wide aisles and a good size parking lot along with a gas station.

You would think that with such a large visible store located on Highway 29 in American Canyon, the gateway to Napa and the wine country would be the proud flagship of your company.  That is why I am having issues with what Safeway is doing with this store and the opportunity they’re  fumbling away.   They must have had a customer appreciation program going on during the summer.  My wife and I must have hit the magic level of spending since as we finished the transaction the manager came over to personally thank us for shopping there and gave us a card with their direct number at the store.  What ever I needed, I can call and they’d help me get it.  So I asked her why they stopped carrying Aunt Jemima lite pancake syrup?  Her eyes glazed over and she replied, we don’t carry that anymore?  I’ll look into it.  I never heard back then and I never got an answer when on another day we must have hit another plateau as another manager thanked us again.  I asked why are you no longer stocking Libby’s corn beef hash?  The silence was deafening.  Don’t have your managers ask, if we could find everything we needed if you really don’t want to hear the answer.  Then recently, as a warehouse professional I took particular exception with a manager who told me it was the warehouses fault that there were out of Silk Vanilla light.  This was the second time it happened within a month.  Does anyone read the “shorts” report?

It’s obvious that Safeway is spending money on training managers on how to properly demonstrate public displays of affection to customers for spending their hard earned bucks there, but the real troubling issue is the overall lack of training and awareness demonstrated by managers and their employees in the areas of food safety and cleaning maintenance in this store.  A few years ago this great store developed a pigeon problem and the pigeon poop began to pile up on the store side walk.  We watched it steadily grow larger and deeper each time we shopped to the point it was a carpet of bird waste.  You couldn’t avoid it as you had to drive your cart through it or walk in it to get into the store and then wind up tracking it in.  If you didn’t know, pigeon poop can contain up to 60 different deseases including salmonella, E.coli, Cryptococcosis, meningitis or respiratory histoplasmosis (which can permanently affect the lungs), to name a few.  It was not being addressed by the store and finally it was reported to the Napa County health department whose response to the matter was fantastic and immediate.  I’m not sure what if any bonus program the managers get working at Safeway or what criteria is used, but you would hope that it would be partly based on overall presentation of the store and not just dollars taken in.  I also wonder how much food safety training do they receive and what is passed onto the working staff?  Have you seen a container of milk sit at the register, aging while waiting to be put back?

Unfortunately, signs of neglect continue to rear up of late.   In the dairy section, on the top flow rack where the low fat milk is kept, the rollers don’t operate properly.  They are caked up with dried milk and don’t roll so the milk containers don’t advance forward as they’re taken and you have to step up on the cooler doorway to reach the milk.  I’ve had to help frustrated seniors twice in the last six months to get to a container.  They also seem to have a big issue with expiration dates finding many containers of Fage yogurts and lucerne  sour cream that were two weeks out of code.  There also have been several times the produce department has had more  empty plastic bag dispensers than ones with bags and you get to play the game of “where’s a bag?”  The deli counter service is inconsistant.  Some days you could die waiting for someone to notice you and some days they’re on the mark.  I’ve found training has been an issue here as well with employee’s not understanding their Friday special pricing or the product.  The bakery is also beginning to show signs of inconsistency lately as some days they have kaiser rolls and some days not.

Service is also slowly deteriorating as witnessed on a recent Saturday in the early afternoon.  They had only two registers open and each had developed long lines of at least 5 customers.  From where one line of customers were standing they could see into the managers office, since the door was open.  The  two managers were doing some sort of paper work and talking to each other as the first page for help up front went out and then the checkers paged for help a second time and again still no response.  Customers were looking around wondering what was going on and began making comments amongst each other, “Did they let everyone go?  This is ridiculous, why don’t they have more registers open?  The managers must have felt the stares coming from the line because suddenly the white shirts finally emerged to open two more registers.  They also used to have a Starbucks in the store as well but closed it down, which made sense, since there is a regular Starbucks in the same strip mall.  They don’t seem to know what to do with the empty space though and currently looks really tacky with large displays of boxes of boxes of stuff.  I personally would have made it a cart holding area especially for those northern California rainy,nasty days.  Nice to drive a dry cart around and keep the floor dry.

Retention of customers is usually number one priority for any thriving business with finding new customers at #2.  Safeway has only demonstrated that they have become stagnant and have given up on innovation.  I don’t see them capitalizing on their location so close to wine country.  They have a great opportunity to blow up their deli and market pre-made picnic meals for people to pick up on their way to Napa for the day or even pre-made wine tasting snacks to take so you get a little food in you when hitting the wineries.  Along with continuing the reduction of brands that I prefer, at this store, which by the way I have been able to find at Raileys and this has re-introduced me to their store and it’s values which has definitely begun changing my shopping and spending habits.  Safeway wants you to believe that you can get everything you need at their store, but this is really not true since you’re more  limited each day to fewer choices and then if they have it in stock.  They want you to believe their club card savings, and gas discount rewards are enough savings to motivate you to keep coming in and over look a store, operated sloppy to reduce operational costs to support those programs.  I Strongly recommend they train their store managers to do a Gemba walk or some kind of walk around to check what’s happening in the store and pay attention to it.  With everyone looking for better pricing and service, they have many other places to go even if it means split shopping.  Safeway is betting to much on you believing they are a convenient store,  but it’s not convenient when you don’t have what I want.

How about where you live?  Have you noticed changes in service and quality?  Would really like to hear your stories.

Security should never be a 3-Ring Circus!

     In light of the gentleman who swam to J.F.K. airport.

     When it comes to the security of your facility, it should never be treated like a three-ring circus.  If you’re not going to consistently enforce the rules you worked so hard on developing and the hours of  training, why bother in the first place? 

     I just recently took a trip to New York City for a visit with family.  We ate in China Town and took in a Yankee game, things I enjoyed doing while I grew up here, but it was also obvious that it’s not the same NYC.  There is a heavy police presence in Manhattan with streets I used to drive down now closed off, uniformed officers walking everywhere, cameras and bunkers with observation towers.  There are truck check points at all the tunnels and bridges.  Seeing Manhattan as a fortress is great for peace of mind but what I observed at the airports just shattered all that!

     When did the Belt parkway entrance to JFK become a cell phone lot?  Along the shoulder of the parkway was a line of parked cars that extended about a mile long.  There were passenger vehicles, town cars, limos, vans and a few trucks.  Some had their emergency flashers on and most not, one or two even used imagination by raising their engine hoods trying to give the image of distress.  I was flabbergasted!  That someone with ill intent could can get that close an aircraft.  I waited awhile just to see what the deal was and in those 30 minutes not one car was made to move.  But this was still nothing to what I would see at La Guardia later on.

I had volunteered to help out by picking up my brother-in-law up at La Guardia airport. The circus there began ON the airport grounds.  Right before the terminal, on the airport proper,  two lanes feed into one.  The right lane was not moving because it was a line of cars that had stopped and parked to wait!   Was this a another flash mob cell phone lot?  This was beginning to tie up traffic as people who were trying to get to the terminal legally were now having to merge sooner.  About 30 feet away was a police kiosk where 4 officers were busy chatting on their cell phones and with each other while totally ignoring the back up.  It was twenty minutes before a police car appeared behind the cars and hit his siren a few times to make the cars move.  It wasn’t moving fast since there was also a traffic light that had to be dealt with.   The patrol car was rightly persistent and kept hitting the siren until he finally gave one long blast that finally got the attention of the Kiosk bound officers and they snapped into action by waving the cars through the light and getting it cleared up.  Well, I was curious so I followed the cars that were forced to move.  They actually looped around the area, were joined by new cars arriving at the airport and stopped again in the right lane as before.  What a circus!

The Point?  Security in Manhattan is fantastic.  Officers walk the areas, engage with people and the bridges and tunnels are under constant surveillance.  From what I observed, security was active and vigilant.  However, for what ever reason, budget or manpower, security is lax at the entrances to or actually on the airport with cars being allowed to stop and stay with no challenges by security.  When you institute a security plan at your facility, take a good look at it from a distance.  Use as many different sets of eyes as possible to get different points of view.  There are security consultants and companies that are willing to help.  If your facility is near water in the U.S. then you have received great guidelines from Home Land Security.   Are there lapses?  Do you have everything covered?  What good is having great security making sure no one who shouldn’t can come in through the main entrance but they can still walk in through a dock side door that’s never locked.   That’s where training employees to casually engage persons who may not belong in your facility helps.  As simple as “may I help you?” Any security system is not going to work if you don’t consistently enforce it. That’s always when the proverbial OOPS happens and Murphy’s law comes into play.  At one company, we had empty rail-cars delivered for loading at night.  They were suppose to be checked as they entered the facility, but the guard became lazy and complacent and just waved it in that evening.  Imagine our surprise in the warehouse when we found a homeless person come off the rail-car and roam the warehouse.  Vigilance should not just be a bullet point on someone’s presentation to you!   What ever your system;  card key, dog patrols, guards, video cameras on the dock and around the building, it works only If you stay vigilant!