Category Archives: Management

Audit, Inspection and Scrutiny: the three ugly sisters?

This popped into my inbox today:

“The need to drive up the quality of care for patients, whilst delivering efficiency and productivity, is a key principle for the NHS. As pressure on NHS finances continues to build, UKAS accreditation is increasingly being used as an effective way for purchasers and commissioners to demonstrate that they can achieve ‘more for less’.”

I felt a stirring of irritation. This blog is the result……….

I know organisations have to behave commercially and tick boxes in order to thrive. I spend part of my working life encouraging and supporting charities and NFPs to do exactly that, but without losing their heart and soul to it. It is possible. But as an old nurse (registered about a century ago) and vehement supporter of the NHS original principles of free at the point of need and paid for by the entire community I am increasingly dismayed by the passionless, sterile performance of the people tasked with – and paid handsomely for – managing “public” health services. I have seen patients become the enemy, clinical standards side-lined in favour of improvement on the balance sheet, kindness become irrelevant, and buzzwords and trends take the place of clinical and compassionate behaviour. Health and social services are scrutinised, inspected, audited, governed, examined, professionalised more than ever before and we still have Winterbourne, elder abuse, Southern Health (pauses to spit), frequent reports of casual abuse and cruelty (that we know of), and we will all know those “care” homes with a good CQC rating which pong and employ people you would not want to sit next to on the bus. We will all know of supported living services that are little more than one person institutions with little or no meaningful activity and engagement – or to put it another way, that warehouse people in units of one, creating the illusion of choice and a Life but deliver isolation and fear. We have seen Southern Health reduce victims and loving families to statistics and irrelevancies, destroying people in order to prop up a system that sucks and protect the very people who allowed and encouraged the system that killed people and fixed the blame on others, with lies, obfuscation and bluster.

Some inspection agencies, several tiers of consultancy and management and many more are too often yet another layer of “approval” or box ticking to chuck at organisations. Along with services like 111 –  a dangerous irrelevance that often removes much needed funding from frontline services for the return of reduced standards and increased risk –  they also create a cash cow for canny providers without delivering any improvement in clinical outcomes, or supporting real people with the very real challenges of everyday ill health. We seem to simply carry on increasing layers of approval, fresh hoops to leap through (some with fire) rather than examine very basic factors. Often the people creating those hoops are not clinical and have little understanding of how  things actually work in the real world. I keep hearing that we need more funding for this that and the other – I keep seeing a variety of groups being blamed for an ever increasing number of failures and deficits: currently GPs are getting a hammering despite being possibly the last group of professionals who should be blamed and who, along with dedicated skilled nurses have kept things going against the odds. Commissioning services is clunky, inappropriately targeted, poorly contracted and badly managed, which is a criticism of the process –  again often created by people who do not understand the real workings – and not the people who have to work with it. The competition itself reduces the capacity to develop and really grow health and social care support services because contracts are not only badly drawn and managed but are up for renewal so frequently it is impossible to invest in services and also make that holy grail of profit. Profit is not going to be the first thing to go.

I firmly believe in a skilled and educated workforce well managed and led and supported with career choices and pathways. I also firmly believe in holding organisations and individuals to account. I believe those can be delivered without the huge self-propagating self- perpetuating roundabout of new mandatory qualifications and accreditations, incompetent inspections, and without the workshops, consultancies, projects, papers, enquiries, processes, requirements and bottom feeding organisations that have sprung up around services that are actually intended to protect, care for and nurture us.

There comes a time when the volcano erupts, the boil is lanced, the pus drains and healing can take place. We need to recognise that the privatisation experiment which was trumpeted as the way to increase choice and competition which were equally being promoted as in our interests – I am pausing for the laugh here –  is a failure, delivering little more than profits for largely incompetent organisations and draining the body of the NHS of resources and talent. Choice is not what sick people want, overall – they want skilled professional care, close to home, delivered kindly by people they trust and with their involvement in the process. And answers if something goes wrong, with a meaningful apology attached. Dividing professionals and organisations with “competition”, asking for innovation when compassion is good enough, blaming good people for systemic failures and expecting mountains of assessments, graphs, justifications, and hounding good people for honest mistakes does not result in decent health and social support.

Have a look at this: Laugh and then weep.

The Power of One

I am outing myself as an Only Child. Not only an Only, but also dual nationality and on the easy end of the autistic spectrum with synaesthesia thrown in for good measure. Good grief, I am even professionally interested in myself.

 

There are tensions and delights to be had from all the above. I am Irish/English, and until I started school at a convent where I lived in London I had thought I lived in Wexford with trips to Dublin. I only ever met Irish people and they only ever talked about Irish things. My streets were Irish streets filled with Irish people and Irish papers. We visited Ireland many times and it was where Family was and where Family happened. Good stuff was there. So………slowly realising we lived in London and I was a little bit English was a bit of a moment. And the accent! Well, that was finally knocked out of me once I hit Grammar School in the Shires. As a bright pupil I was lucky enough to have earned a proper education for which I am grateful, but no room for diversity back then! Conform or suffer, the stuff of Grammar and Boarding Schools throughout the  Counties back in the day, and I am not sure it has changed much.  I chose not to suffer. Well, not too much……….

That flaccid grip on national identity has an upside. As an Only I am not a natural joiner, I stand back and evaluate, I overthink, buying into something is not an easy gig for an Only and that apartness, the sense of being outside, brings strength as well as missed opportunities: strength to say no, to weigh up friendships ruthlessly, to maintain integrity and authenticity even at the expense of relationships or career choices – to maintain rightness. Juggling the Irish English that is deep inside is made easier by the lack of joinership – without that need to be within, to join, there is less of a sense of loss of identity as the roots are not firm but swim and sway back and forth under the connecting Sea. The downside is the crushing disappointment that can be had if what one has bought into is revealed to be corrupt or decayed. Childish disappointment in an adult can be corrosive. And that smug integrity can mean an intolerance for others who disappoint, personally and professionally. But, topically, this background makes it easier to understand current cultural issues: amidst the multitude of “communities” that take root around the UK many individuals claim to be ignorant of some of the dreadful things some people within those communities plan and commit. Nonsense. An entire community that can maintain its identity so precisely within another host community does so only by knowing what is happening within and either supporting it or allowing it and by controlling its members. I do not believe those protestations of innocence that are paraded on the tellybox when an atrocity happens. They are not credible. I was on the verge of radicalisation myself – although of course we didn’t know what that meant then –  as a young girl with family members in Sinn Fein when the IRA was casually sold to us as a romantic and necessary part of our culture. My apartness saved me then, and I am grateful for it.

I was “home” recently in Enniscorthy. Travelling alone allowed me to reflect as much as I needed to: I went to see family and friends, spent time simply watching and hearing the Slaney and listening to the birds and the horses, soaked up the familiarity of the places and enjoyed the simaltaneous detachment that is in the DNA of an Only. I watched and listened – something Onlys do a lot. My synaesthesia means that listening is an often joyful and often inadvertent experience, as well as sometimes complex and distracting. The sound of the horses hooves on the turf became a very visual experience for me, the birdsong I enjoy every morning provides a colourful backdrop to activity. I can be surprised by a visual experience from an unexpected sound or some music that I had not expected to hear – delightful, if a little unnerving at times! And Ireland has the best beach on the planet in Curracloe, and I spent time there too. My children all had their first experience of sand there as babies, deliberately.  Saving Private Ryan was filmed there. The fine pale sandy beach is in surroundsound and stretches away right and left fringed by the magnificent dunes and rushes, and the ocean, with its mauves and greens and blues rolls away to the horizon where everything surely falls off and magically glides back home………It fills the vision and the senses and recalibrates everything within a few short breaths.

I also spent some time at my parents grave. No comfort there, I thought, just pain and grief. I was on the verge of an internal meltdown as I sat on the edge of the grave and ran my fingers through the pebbles and stones covering what remains of my parents. And then, a tiny dog appeared from nowhere. Genuinely, I was sitting in the centre of the graveyard and the dog had not been visible, and then he was, and he made a fuss of me and insisted on sitting on my lap and I had no option but to fuss him and talk to him. And slowly the world righted itself again and things came back into focus. Job done, he ambled off, only to return magically just as I was about to leave, insisting on a final fuss and chat. Small wonders make ones day. And as a wise friend said, The universe can be a calm and comforting place , the gentleness of its messengers can heal and support in the most unexpected ways.

So, in a circular way, we are back at Integrity and Rightness. A part of grief grows directly out of regrets: regrets for things done and not done, for mistakes that can never, now, be put right, conversations that can never, now, be had, and love that can no longer be shared or spoken.  However we treasure our integrity – my integrity – it will always fail somehow. And that is because we are all flawed and broken to some extent and we will forget to do things, or will choose activity that we later regret. And sitting there next to the place my parents now share as they shared so many years together before that, I started to understand it better. In the end we are all alone with our grief and our regrets as well as with our triumphs and achievements.

I feel grateful that things conspired to make me aware very early on of the Power of One. It made me a better leader and a worse follower, oddly both non-judgemental but also intolerant of hypocrisy, created in me an over-thinker but thoughtfully balanced that with a resilience and drive that has led me along a fabulously interesting and rewarding pathway. Not an easy companion but I hope a rewarding one for those who choose to be close to me, and I cherish those who choose to be so. Celebrating your own Power of One and connecting with that solitude that nourishes, you will discover the strength within. Trust me, I am an Only!

 

 

 

 

A criminal waste, a disabled society. Unlock Your Future.

Easter is a time for reflection. I have been reflecting on the many people it has been my privilege to meet over the years. Many of the people I have worked with are people that the Jesus that I like to imagine would recognize: vulnerable, damaged, disenfranchised, hostile, broken, pathetic, lost, abused. I like them.

Disability is a strange concept, and many of the people with disabilities who I know would strongly suggest that it is not them with the disability but society, culture, which is disabled or which provides the disability. We build streets fit for the able bodied, buildings that exclude all but the well and the fit, work that suits only the driven and the straight and “normal”.  We see “work” as a means for economic growth and acquisition, and ignore the very real other benefits work can bring such as purpose, esteem, quality of life, respect. We patronise the successful disabled and express astonishment at their success. We create targets and drivers that take no account of alternative talents and aspirations, that fail to value otherness, indeed in a tabloid sense disability is so often viewed simply as a problem, a drain, a fiscal error.

If you look for the word “disability” online these are some of the words you get:

handicapafflictiondisorderdefectimpairment, disablement, infirmity  incapacityweaknessinability • Disability can make extra demands on financial resources.

Transfer those words to our environment and see what happens. Our shops have defects and will not allow wheelchairs in, our streets are afflicted with high kerbs and a lack of ramps, many work environments lack the capacity to value a range of people and talents and are, as a result, weak and impaired. Recruitment is afflicted by a set of rules and processes that despite legislation and encouragement still often excludes too many and that handicaps the workforce.

I would go further and suggest that people with a criminal history have been handicapped or disabled by society. Their forensic history effectively cripples their employment potential and afflicts their family life. If we suppose that it is indeed society and our culture that creates disability, in effect cripples its citizens, it follows that society can redress that. Some legislation attempts to do that by supporting “equal opportunities”, but equal ops can only happen if we view all candidates with an equal eye and the work environment is capable of accepting all candidates equally.

If you look for the word “criminal” online these are some of the words you get:

unlawfulillicitlawlesswrongillegalcorruptcrookedviciousimmoralwicked, culpable, disgracefulridiculousfoolishsenselessscandalouspreposterousdeplorable

I notice that none of those characteristics is irreversible. They are a description of how it is at the moment, not how it will be in the future. If we continue to exclude people from employment, to ignore the many benefits a varied and experienced workforce can bring, to expect jobless hopeless futureless people to suddenly somehow behave like employed, hopeful people with aspirations on release from prison, we set ourselves up to fail, and we fail our communities.

I don’t suggest for a moment that we employ anyone and everyone into any vacancy without safeguards and safety nets. I don’t do soft and fluffy. I do however suggest that we create those safeguards and safety nets and take the trouble to include the excluded and create a properly integrated and cohered environment in which everyone is valued, has the space to grow, and has their aspirations valued. Not because it is soft and fluffy, but because it reduces the risks of offending, of disaffection, and increases the chances of people buying into their communities and making the effort to support their futures and crucially it means we reduce the risk of missing out on some serious talent. Back in the day when social and health care services were even more rigid in their outlook than they are now, I employed an ex-offender who had done time for murder. I employed him in elder care. This was not universally welcomed…….But I ran the checks, created the risk assessment, spoke to the people I needed to speak to and importantly offered him a mentor and some effective support to re-adjust. It was a success.

No-one would suggest  there is an easy answer or that it is a simple matter. But that is not a good enough reason not to try.

No Offence CiC is a social enterprise  and I am lucky enough to be on the Board. We are not driven by private profit and we facilitate open access to crime and justice information. By challenging barriers to positive change and influencing future policy, our objective is simple: to make a difference. My own organisation, Mayall Management Ltd, is proud to support the Unlock Your Future project that No Offence is driving.

http://www.no-offence.org/

Unlock your Future

‘Breaking down barriers to employment for people with convictions’

This project will focus on identifying and breaking down the barriers to employment for people with convictions, to bring employers and employees together.

A simple key discreetly placed on a job advert will indicate that this employer will consider all applications on their merit and not their past.

Many employers have a skills shortage and would benefit from an increased pool of suitable candidates from which to recruit.

Unfilled vacancies can have an economic impact on any business and increase pressure on other employees attempting to make up the resourcing short fall.

We need a network of champions to raise awareness of this project and support employers to use the key either on their own website and/or on our jobs board and spread the word to those people looking for a job and also recruit other champions. Could you help us?

Employment provides us with a significant opportunity to break the cycle of reoffending. If you are an employer please join our network and we will send you the key to use free of charge.

http://www.no-offence.org/static-page/unlock-your-future/

 

Coriolanus at The Donmar. A little closer to Heaven.

Shakespeare reveals us to ourselves relentlessly. Prepare for some pain and some joy: your Mothering will be exposed and scrutinised, your integrity questioned and your capacity for denial cruelly interrogated. Hear the words and witness the actors tears, smell the sweat, live the life. And exit powerfully uplifted and enriched.

Tom  Hiddleston is Coriolanus at the Donmar. He actually is Coriolanus. There was nothing he could have done differently or more that would have enhanced the role or created a more vivid or wounded picture.  From the moment he stepped onto the stage – a sparse stage managed with skill and infinite wisdom – he owned us. He was also surrounded by actors who almost without exception  understood the context not just of the words but of the building and the stage. His performance was breathtaking and mesmerising, his body entirely used up in offering us the internally broken son inhabiting the Warriors body, struggling with the effect of the power-ebb-and-flow and the political flexing of the ruthlessly under-educated and under-prepared.  Deborah Findlay touched chord after chord as the Mother. Josie Rourke has nurtured and created a piece of history.

A difficult play to stage, in  many ways, and more challenges at the Donmar than in some other venues because of the proximity. Startlingly efficient use of the space, staggering beauty delivered through blood and light, and a fearless viciousness allowed inside the audience space  created a wonderful Shakespearean intimacy that made it impossible not to engage. Apart from the eejit sitting next to my husband who fidgeted and looked at his watch throughout the performance and should therefore, of course, be slapped many times. He even managed to chew the lid of his cup and flap his programme about irritatingly while the play was on. I needed to ask him why he had bothered coming at all but didn’t trust myself not to administer the required slapping if  I spoke to him afterwards.  Regretting the missed opportunity even now – I suspect he still doesn’t know how close he came to off stage violence. The only jarring note on stage in the entire event was the first speaker, an actor trying a little too hard inside the context of this theatre, out-acting herself and creating a slightly discordant sound next to the exceptionally engaging and variegated performances of her colleagues, who managed to maintain their performances even when not centre stage without drawing attention to themselves or causing dislocation – one of the most difficult jobs on the stage. And a word in recognition of how very uncomfortable Tom must have been during some of the bloodier scenes, particularly the final scene – but worth it, Tom! Very very worth it.

If you haven’t yet been, just go if you can. I can’t say more than that.

The Light Of The World

You are light for the world… your light must shine in people’s sight, so that, seeing your good works, they may give praise to your Father in heaven.

In John’s Gospel, Jesus declares that he is the light of the world. Here, in Matthew, each of us is told that we, too, are light for the world.

Sometimes we miss the point of light: complacently we accept it as just light, the element that allows us to see. But we forget that it does not illuminate itself, it enables vision. We shine a light away from ourselves in order that sight is allowed. Humility can be difficult to practice, especially in a competitive and often adversarial environment, but practice it we must. As regular readers and colleagues who know me well already understand, I see business as a means to an end and not an end in itself, with integrity and respect at its heart. If business is not enhancing life, what is its point? Without that humility we will miss the point of what we do and we will have failed. Success so often means highlighting others aspirations, successes and ways forward – shine your light and let others dance in the spotlight.

Diabetes, then…..tch!

You have probably not been wondering where I have been as you have better things to do. After regular blogging there has been a pause, a whistling  tumbleweed silence unfilled by words or thoughts. I have missed you, though.

Like many women of what used to be called “a certain age” but is now called the New Forty I have discovered that  I am not a grumpy tired old bat, but that I have diabetes with a side order of thyroid malfunction and some yummy cholesterol. Well, ok, I am also a grumpy old bat, but I now have a lovely ready made off the shelf excuse for it and I’m not afraid to use it. With a vivid memory of the PMT I used to suffer, or rather my Old Man used to suffer, pre-menopause (men, look away now) I put the  recent irritability and low moods down to being a woman. Call myself a Feminist?! I should be ashamed, bringing dishonour on the lovely bright green dungarees I used to proudly wear in the 70s, with the universal Feminist sign all over the front. In case the short hair, dungarees, free-flow pit-hair and  belligerent attitude didn’t give it away.

So, the low moods, exhaustion and annoyance are the result of diabetes. Another confession: I used to be a nurse (technically I still am, which is scary), and I still don’t understand diabetes. I tried to convince the diabetes nurse that my blood sugar was raised because I have honey for breakfast and that the dizziness, fatigue and biting the heads off small children was probably because the Old Man was annoying. Which is true. But it wasn’t the reason that getting out of bed in the mornings was becoming less of a pleasure. I am a natural early riser, every morning, around 04.00 or 05.00 at the latest, up and at ’em, starting the day with meditation, focus, honey (of course) and tea – I love the start of the day. But in the last few months my mind has continued on the same plane but my body has been dragging behind whispering ” do we have to do this….?” and generally loafing around making my mind think twice. And when I was first identified as diabetic I dived straight into denial, taking to it like an old hand: it wasn’t diabetes because I eat properly/don’t smoke/it can’t be/I haven’t time for this. I thought that I could eat my way away from diabetes. Partly true, but a little optimistic I think. I think I thought I might grow out of it, like acne………

So on the whole I made a nuisance of myself avoiding the inevitable, bobbing and weaving to miss the headlines and warning signs, finding plenty of sand in which to bury my head and making a pain of myself.

Running alongside the diabetes was a serious dip in confidence. Hitting fifty (and the rest) can be a shock to the system, especially if the usual things all happen at once – and I can almost hear the rumble of agreement from other “New Forties” out there as you anticipate what I am going to say. My parents both died within a couple of years of each other (horrible circumstances, for another blog), I became disabled enough to need a blue badge, and the kids started leaving home/having babies/getting married/being grown up. And I continued to run the business and work hard. I wasn’t about to let grief, disability and pain, and the empty nest stop me! Oh no, because I am Superwoman, hear me roar.

Except I didn’t roar, I shrieked, snapped, snarled and moaned. I lost the ability to step away and see the bigger picture, and my assertiveness began to drip out of me and stain the carpet. I am used to achieving and have high expectations of myself, not unrealistically.  I know what I am doing and that bigger picture is what informs me. I always think my work is like being the conductor of several orchestras – the job is to lead, to show the tempo and understand the destination, and to make sure all the component parts get there at the right time and that any improv enhances the show. The energy and thrust needed for the business gives me energy, feeds me, and gives me purpose. And when all of those other things, those Life Events, converged, I lost the Kerpow Whoomph. I no longer really knew if  knew what I was doing even though I thought I knew that I did, I wasn’t sure. If you see what I mean! Where once I would have known with certainty when something was actually mine and the buck stopped at my feet, and when it wasn’t and that buck needed to be re-directed, I suddenly found it harder to tell, and started to think it was indeed all my fault, that I was wrong, it was me, and that I didn’t know anything. I think it is fair to say I was confused. But confused on the inside. My Fellow New Forties,  you know what it’s like – you are the one in the middle holding it all together. You have the reins, the strings and the plug that could be pulled and let it all swirl away, so you can’t let it go. So I didn’t, and the music played on. But I did shut down for a while, which is why I haven’t been here for a few months. It took all my energy to keep the plates spinning and I didn’t have any left over for Life.

So……..now I am diabetic and proud! I remember when I first became disabled, and I kept thinking “when this gets better I will get the bike out again” until gradually (d’oh!) it dawned on me that this was as good as it got and I was disabled. Diabetes received the same treatment. I have now reached acceptance and along with it the ability to take the advice and the pills, and I am living again. Maybe next time I have a Life Event you will be kind enough to send me a copy of this blog post so that I don’t waste too much time on denial and faffing. And, a bit like the Walking Stick club that I inadvertently joined – that band of walking stickers who with a nod and a smile, and a comment about the stick, offer unity and solidarity in disability – I have found a new club of diabetics that I hadn’t known existed. The more impaired I become, the more clubs I seem to be invited to join…….Happy Days!

Food Glorious Food?

Sharing meals allows us to come together and spend quality time with each other. It increases communication and understanding.  How many of us had our first experience of another culture through food? And coming together to prepare and eat food is part of many rituals and traditions. Food plays a big part in faith and in worship. When one shares in the Eucharist, it is said to be a  sharing of Christ’s body and blood, and worshippers are reminded of their responsibility to share all our meals with others. As St John Chrysostom once said, “You have tasted the blood of the Lord, yet you do not recognise your brother…You dishonour this table when you do not judge worthy of sharing your food someone judged worthy to take part in this meal.” Most faiths and religions have food rituals, most cultures have food rituals and norms. Food is significant. Food rituals – cutlery or lack of, how the food is produced (is it Halal? Organic? Vegan? Kosher?), how it is presented, how it is eaten – matter deeply to us all. The only people for whom those things no longer matter are the hungry, and even then I have known seriously hungry people refuse non-kosher or non-vegan food. So it is quite simply that important.

So…..

How many times recently have we heard about nurses now being expected to “feed and wash” patients for a year before they train? How many times do support workers and health professionals refer to “feeding” their patients or clients? The act of eating is reduced, for some, to the passive “feeding” offered by “carers”. It is reduced, for the care-givers, to a task to be got out of the way before the serious business of training, the important job of “nursing”, can be carried out. This simple attitude reduces human and humane care giving to the status of animal welfare. Now, let us acknowledge that there are similarities between the two, and animal welfare is very important. But in offering to care for and support other human beings we need to respect and acknowledge their humanity, and one of the few things that identifies humans as distinct from other animals is the development of specific and identifiable social rituals, especially around food, and the food rituals often define what we are as people: they indicate and specify how we live, what we believe, what matters to us.

The attitude that accepts us saying we are going to “feed” people when what we should  mean is that we are going to help them to eat or support them to eat is the same attitude that allows nurses and care givers to say things like “I have done Mrs Brown” when they mean they have helped or supported Mrs Brown to wash, or dress, or change her colostomy bag, or any of the other deeply personal, uncomfortable and intimate things carers do for us.  Those words, casually used and casually accepted, reduce our collective humanity, remove our independence. They remove the respect for our humanity that we properly expect our nurses and carers to demonstrate. They allow the casual neglect – and even the active cruelty – that we have seen in Winterbourne and at Stafford, and the many other places that have not yet hit the headlines. How can we pretend to be surprised by those events when we use the words that support the attitude of neglect and cruelty?

The words we use define how we behave, demonstrate how we think.  Let us challenge the use of words that encourage patient-passivity such as “feeding”, let us encourage the words that support active care such as “supporting, or assisting, to eat”. The former gives us a picture of food being shovelled into a patients mouth as a “carers” task, the latter gives us a picture of  someone in control of their food, being helped to perform their own task.  Notice the difference between “bathing” someone and “helping someone to bathe”.

When we become vulnerable through age, illness, disability or other reasons we often lose the option of privacy or dignity only because of the attitudes of the people tasked with supporting and assisting us. There are many discussions about why care can be poor, and often the poor wages are cited. And that is a factor – pay peanuts and you get chimps, and low wages do not reflect the importance of the job – but there is never, at any price, wage or  reward any excuse for reducing another persons humanity, for dragging away another human beings respect and trampling on their dignity. Individuals are responsible for their own behaviour and we should expect people recruited to care and support to behave properly – but the modelling of those good behaviours will flow from the leadership. If the people leading the services and the organisations do not demonstrate the crucial behaviours that indicate respect, humanity and the support of autonomy and independence for all then the people following those leaders will have no incentive to do so.

If you offer someone care and support, please, feed your dog but support your patient to eat.

Remember this……….

Indeed…………

 

 

Another powerful argument against Yes-Men and Yes-Women!

 

Management – I love the smell of GANNTS in the morning……..

A New Year coming – and time to forget all that tosh and avoid the trap of seeing it as a “new beginning” or the opportunity to fail, again, to lose weight/stop smoking/stop drinking/change jobs/vacate whatever dreadful corner you have found yourself in at the end of 2011. Yes, my friends, it is time to reflect on bathrooms…………

We have recently used two different firms to re-model our shower room and our bathroom respectively. It was a fascinating opportunity to compare and contrast and learn a few lessons on the way – we used two firms because the first one was, shall we say, disappointing.

Based on a recommendation from a forum I frequent we commissioned Firm A to re-model the shower room. As we already had the tiles, bought especially, (yes, we are home decor tarts) it was a simple job. You’d think. I met with the guys, who were charming. A date and time were set for starting and on that day I worked from home in order to settle them in, having called them a day or two before to re-confirm – yes, I am seriously organised and expect other professionals to be the same. Start time of 08.30 came and went, I began to become irritated by 09.00 and called them around 09.15 when there was no word from them. Apparently they had genuinely been meaning to call me, were short of staff, couldn’t find the paperwork……..it began to sound ominous. Promising to arrive soon they rang off. No sign of them by 11.00, no calls either. Surely these charming chappies can’t be inefficient….? Discourteous? Lunchtime, and another call from me to them. Yes indeed, they would be over soon, they were very busy. Hmmmmm……..As a “valued customer”  and someone who is a little busy herself, and is incidentally putting some thousands of pounds their way, I might have expected a call to explain and excuse their lack of presence………

When someone did finally arrive he was armed with the excuses that it was soon after a bank holiday and they were short of staff and their secretary had left them and they didn’t know how to work the admin system and hadn’t realised what a difference that would make. I wondered aloud why then he had agreed to this date if it was going to be such a challenge? He was, sadly, not also armed with all the tools he needed for the job and had to call a mate to bring them over. I won’t bore you with the rest of the nearly two weeks it took to do a really simple job. I will bring you the edited highlights:

  • Absolutely no contact initiated by the firm regarding lateness, arrival of parts, start times changing. All contact initiated by me.
  • Long lunch breaks during which everyone disappeared, no work done, leading to a longer period of inconvenience.
  • The guy who was fitting the easy-fit shower took all day (minus long lunch break…) into the late evening to do it, and spent most of that time on the phone to a mate asking him how to do it.
  • Rubble and rubbish left lying around contrary to the agreement the firm had made to dispose as they went along – eventually we decided we could not wait any longer and arranged for and paid for it to be disposed of as it was an eyesore on the drive.
  • Liberal use of my forename as a substitute for charm and courtesy. As an attempt to foster a positive relationship it backfired.
  • I had to call them back to finish the job by sealing the tiles and fitting the bottom of the shower tray.
  • One guy using my garden as his office for periods that were too long for courtesy, being terribly important on his mobile with my back door open and my shower not yet fitted.
  • In desperation for some information and a conclusion to the Shower Fitting Episode as soon as possible I visited their new showroom/shop close by in an attempt to get someone to the house as promised. It was full of guys reading tabloids and drinking tea…….
  • I had to call them back again to correct a simple tapwasher fitting that didn’t work.
  • I had to call them back when I found that the shower didn’t actually work………..

When we decided soon afterwards to have the bathroom re-modelled we used someone recommended by a friend, Firm B. He intelligently discussed what we wanted, clearly appreciated older houses and understood what we wanted, made subtle but knowledgable suggestions, and was charming. Start date and time was arranged, confirmed near to the day – by them calling us – and the guys arrived just a smidge before time and got stuck in. Edited highlights again:

  • Before the start date we were told there was some difficulty getting the bath feet we wanted – the guy visited us in the evenings armed with catalogues and good suggestions which respected the house and our views and we got what I now think are better feet than we originally asked for.
  • They started on the right day at the right time. This was appreciated.
  • They cleared up after themselves at the end of each day.
  • They arrived on time and worked all day with reasonable breaks – offered refreshments they said they had brought their own and would be no “bother”
  • Any delays were communicated before the event, initiated by them
  • They finished on time, cleared up, checked that we were happy.
  • The guy re-visited to make sure we were happy.

Spot the crucial differences? And this was a major reconstruction of an entire room involving floors, pipes, electrics, lighting, as well as bathroom fittings.

When it all started to go wrong with Firm A I tried to make a few gentle suggestions that would help – we genuinely like to support local small businesses and it was clear that, if Firm A carried on as they were they would not last long and word of mouth matters in small towns. But it was clear that this was not welcomed, despite that fact that what I successfully do for a living includes upskilling small businesses and delivering management advice, and the attempt to advise was sensitively made……..

The experience made me re-visit some old and trusted pointers in the management of projects:

  1. Never underestimate the value of strong admin support. In every single project I have completed successfully the admin support has been a crucial part. Without the strong and intelligent support in  my current project it would be chaos! It would be unthinkable!
  2. Communicate, communicate, communicate!!! Just because your strength is in plumbing doesn’t mean you can avoid interacting with customers – this will make or break your business.
  3. Never over-promise. If you think you will have trouble starting/completing/meeting targets do not promise that you can do it, promise realistically. If you promise realistically and then happen to deliver more or more quickly this will be a bonus and will leave a good impression behind you. This can enhance your reputation.
  4. Plan effectively – remember when the bank holidays fall and when your staff are on holiday, remember if you need to order products and if they may be delayed. Write down all possible factors and include them in your planning. Plan the details and the bigger picture is more secure.
  5. Respect your customers environment – whether that is a physical environment or a professional  boundary – and respect your customers dignity. Never presume use of forenames, garden (that still irritates me!), property or time.
  6. Know what you can and can’t offer. Stick to it.
  7. Never, ever, veer from courtesy or flannel your customer – and that includes keeping the customer up to date with information and not making clearly on the hoof excuses, as well as the manner in which you communicate.
  8. COMMUNICATE!!!!!
  9. COMMUNICATE!!!!!
  10. COMMUNICATE!!!!!

Firm B will have all our future building business and we will recommend them to our circle. I have already posted on some forums and websites recommending them. I will, clearly, not diss Firm A in public, but if asked I will be guardedly honest and will never, ever recommend them. It was all rather curious and made me appreciate the good practice I see at work, and indeed, to value my own good practice. Dammit, I have got to that stage when everything I see and do prompts a reflection about management……………..what a bit of luck I love what I do!

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