I told you of my recent experiences with the dentist in my last two episodes.
Thanks Cashy and Son for your comments.
You are both spot on.
Sub standard service, from whatever quarter is never acceptable.
It should always be 'called out'.
Sometimes it is not easy to do this...especially so,with health care providers because you know that you are going to be using their services again at some point in the future.
You feel that if you call them out on their failings, they will remember this and somehow will 'get their own back'.
This is far from what really happens.
Comments/complaints are a good opportunity to review what is being done....the how, the why....and of course the who.
During my working life, it fell to me to investigate complaints....and to follow up on comments that were not quite complaints, but were criticisms of the service my team had provided.
No one ever reviews their service as the result of a compliment....and my team got lots of those.
But on the occasions that we fell short, I had to ask the team where we had gone wrong.
I always tried to couch these questions in term that did not threaten, but made the team see this as an opportunity to improve what we were doing.
In many cases, the situation had arisen as a result of poor communication....something not being explained...or being explained, but in terms that the recipient did not understand.
We dealt with very emotive situations, pregnancy, miscarriage, women's health issues....so frequently the emotional climate was a barrier to good communication.
Of course it is upsetting to be told that what you delivered fell short....but it is essential to do it if you want to see something good come out of a negative situation.
So if you get short changed....tell them, tell them tell them
Thanks Cashy and Son for your comments.
You are both spot on.
Sub standard service, from whatever quarter is never acceptable.
It should always be 'called out'.
Sometimes it is not easy to do this...especially so,with health care providers because you know that you are going to be using their services again at some point in the future.
You feel that if you call them out on their failings, they will remember this and somehow will 'get their own back'.
This is far from what really happens.
Comments/complaints are a good opportunity to review what is being done....the how, the why....and of course the who.
During my working life, it fell to me to investigate complaints....and to follow up on comments that were not quite complaints, but were criticisms of the service my team had provided.
No one ever reviews their service as the result of a compliment....and my team got lots of those.
But on the occasions that we fell short, I had to ask the team where we had gone wrong.
I always tried to couch these questions in term that did not threaten, but made the team see this as an opportunity to improve what we were doing.
In many cases, the situation had arisen as a result of poor communication....something not being explained...or being explained, but in terms that the recipient did not understand.
We dealt with very emotive situations, pregnancy, miscarriage, women's health issues....so frequently the emotional climate was a barrier to good communication.
Of course it is upsetting to be told that what you delivered fell short....but it is essential to do it if you want to see something good come out of a negative situation.
So if you get short changed....tell them, tell them tell them