In my mail today I got something that made me think a lot about how estabished business regresses over time, as its processes take over and make a casualty quality of customer service.
‘Hello I’d like some information on a patient, Mrs Tiptree.
She was admitted last week with chest pains and I just want to know if her condition has deteriorated, stabilised or improved?’
‘Do you know which ward she is in?’
‘Yes, ward P, room 2B’
‘I’ll just put you through to the nurse station.’
‘Hello, ward P, how can I help?’
‘I would just like some information on a patient, Mrs Tiptree, I was wondering if her condition had deteriorated, stabilised or improved?’
‘I’ll just check her notes. I’m pleased to say that Mrs Tiptree’s conditioned has improved. She has regained her appetite, her temperature has steadied and after some routine checks tonight, she should be well enough to go home tomorrow.’
‘Oh that’s wonderful news, I’m so happy, thank you ever so much!’
‘You seem very relieved, are you a close friend or relative?’
‘No, I’m Mrs Tiptree in room 2b.
Nobody tells you f**k all in here ‘
Does this sound familiar? More to the point and tragically, this is not only about the much maligned British National Heath Service. Just take a look around you. It is quite endemic in many businesses.