KAISER PERMANENTE NURSES who answer advice and triage calls say their duty of care for patients is being increasingly threatened by workplace surveillance.
Seven current and former nurses told CalMatters that those who spend more than 15 minutes on a call with a patient routinely face criticism from Kaiser management or get called into performance evaluation meetings. Call time, they said, factors into monthly performance scores they receive.
In addition to tracking call length, they said Kaiser uses software that tries to predict on a daily basis whether they’re being unproductive or failing to answer calls quickly. Artificial intelligence systems have also been used to rate their empathy and tone of voice.