Thursday, May 31, 2007

I agree with Pat Conroy

'I've always found paranoia to be a perfectly defensible position. '
- Pat Conroy
--------------------------------------------
Actually the version I am more familiar with and I had posted on my office wall in the NHS was as follows:
'I'm NOT paranoid ... I KNOW the b*****ds are out to get me'

This train calls at xbhsgfyutu2bfbb.....and kkkkklpk

I return to one of my favourite rants on customer service today.

Two simple questions;


1 Why do rail companies install obviously inefficient technology for ‘in-train’ announcements that means passengers can’t hear the announcement?

2 When the technology is good and the sound quality is perfect why do the people speaking talk so fast or so incoherently that passengers again cannot understand the message?

Please, please, please, this is really not complicated is it???!!!!

Two simple solutions;

1 – Have a manager from the rail company sit in the carriage as a ‘passenger’ to listen to what paying passengers have to put up with!

2 – Someone tell the staff very kindly to talk slowly and clearly.

Now that really wasn't too complicated was it?

SO WHY THE HELL HAS IT BEEN LIKE THIS FOR SO MANY YEARS???!!!!

Phew I feel so much better for that.

Wednesday, May 30, 2007

Be humble, you are still learning

‘A man can counterfeit love, he can counterfeit faith, he can counterfeit hope and all the other graces, but it is very difficult to counterfeit humility.’ D. L. Moody.

I studied relatively late in my career for my MA Management (Healthcare). I was 43 when I returned to study at Plymouth University Business School in 1996. This was a three year commitment – I did the course on day release from my job - and balancing the responsibilities of a family, a senior management position in healthcare and a significant learning requirement meant I had to learn many skills about priorities.

It was during this time that one of the most influential individuals ‘arrived’ in my life.

I had known Professor George Giarchi (pictured above) for a few years prior to 1996 through some work that we had done together in support of family carers. George had always struck me as an inspirational sort of character if a little eccentric. He was not my idea of a traditional teacher.

In the first of my 3 years I was told by my lecturers to start searching for an academic supervisor for my third year major research project and the 20,000 word dissertation that would be required. George was one of our lecturers in the first and second year for subjects such as ethics. One day in year one I asked George if he would be my supervisor for the third year including the research and the dissertation and he had no hesitation in saying yes. I was relieved and delighted at having identified someone so early in my course. I was particularly pleased it was George who was held in the highest esteem by all my peer students – there was plenty of envy that I had obtained George’s commitment so early in our course!
As I began my major research at the end of year two I made a plan in partnership with George to schedule our regular supervision sessions throughout year three. We agreed to meet once every six weeks for an hour.
As I began this journey I got to know George much better with each session. His academic knowledge is awesome. He has written many books and has lived a fascinating life. Above all else he remains a humble man. I used to visit George in his basement office at the University – completely unpretentious. His room including the floor was full of reports and files. I remember one day asking him if he knew of a particular author and George promptly disappeared among his precious and valued boxes scattered all over the floor and emerged with a reference muttering words to the effect ‘Ah yes I remember he wrote something in 1968 that will be interesting … I was staggered that from this apparently disorganised pile of paper came something that was so precious to me.’ I often smile at George’s eccentricities.

One day I asked him why he had a large red ‘L’ plate on white background nailed to his office wall. George explained “The letter ‘L’ is on display just to remind me I am still learning.’

One another occasion I remember George telling me: ‘I learn more from my students than they ever learn from me.’

In the case of some people I have known in my career these two examples would not have been authentic behaviour. With George you just need to look into his eyes and listen to his words to appreciate this is authentic.

In the time I have known George which is probably over 20 years there has never been one second when I have heard George utter one word of self praise. He always defers to his students and can even be self deprecating. He is 76 going on 18 and a better role model does not exist.

Tuesday, May 29, 2007

Trust Me I'm a Patient

In the next month or so in various parts of England, Annie and I will be delivering 4 more of our highly successful inter-active workshops called Trust Me I’m a Patient.

This is an exciting and creative way for healthcare staff to see change through the eyes of others - especially patients.
Click here for more details.

Trust Me I'm a Patient is a facilitated workshop that last for between two and three hours.
It enables all participants to play a different role to their normal role in a scenario we re-create similar to those everyday scenarios faced by healthcare managers in the real world. For example the closure of three GP Surgeries and their replacement with a new purpose built health centre in the out of town shopping centre. The issues of public and patient involvement are then played out.

Feedback to date has been good and we have delivered the workshop to almost 550 participants.

It is great to receive bookings for more workshop as words gets around that role play and drama is an effective way of learning.

It is even more encouraging that hard pressed NHS managers who are struggling to balance their budgets are finding money to invest in this creative way of developing their staff.