Good Communication Not Bad Sensation

Picture by me, more drawings over here!

I can prepare for a situation. At least when I know roughly what the situation entails. Today we had an electrical test booked in. Last time this was carried out, it was just a case of checking the trip switches and a few sockets. This was all I was expecting this time too. However, when the electricians rolled up they informed us they’d also be replacing two old smoke detectors and installing another. They didn’t tell us that they would be removing our bathroom light fitting and replacing it with a ‘Euro-dome’ light. This may seem trivial but this changes the expected situation beyond all parameters and thus it’s no longer something I’m prepared for.

Even a slight bit of better communication would have made this a tolerable situation once again. After talking to the landlord it’s been explained that as part of the new contract they have with the company any fails are to be remediated as they are found. This saves the housing association an additional call out fee and the additional labour etc. I explained the massive difference between the situation in the letter and the one that happened and the resulting stress this caused. Thankfully, the person I spoke with seemed genuinely interested in improving the experience for the next round of tenants that will have ‘electrical testing’ carried out, to reflect that remedial works if needed will be carried out on the day. Just this small bit of extra information can make a substantial difference to somebody who, needs to know, what is going to happen when a stranger comes into their environment.

As for the light situation, I explained that I had a Hive smart bulb in the bathroom to allow me to adjust the brightness – since my eyes and head can be very painful at times if the lighting is too bright. I also explained that this was a solution that we had found that works for us and that had saved them a small fortune from not having to replace all our light switches with dimmer switches. The person I spoke with got straight onto the company to sort out the problem. Unfortunately, we now have to wait for the company to get back in touch to come out and replace the the old style fitting that can accommodate the B22 bulb. The irony here is that a lack of communication has undone the clever thinking to avoid additional call outs.

It bamboozles me how difficult some people find clear, concise and human communication. In all sectors, not just in the public one, there will be people who need more details than: what, where and when. I don’t believe it’s too difficult to to add: what, where, when, how long, how many people, what will happen and an invitation to get in contact for further clarification. Moreover, calling to ask if an appointment is still suitable when I’ve not even had one arranged with me just riles me no end. If you need me to arrange an appointment, text me a link or email me one. I realise this wouldn’t work for everyone and an opt in system would be good. If people don’t make an appointment after so many attempts to contact them, say three, then call them. When you’re a company with actual offices, is it too much you at least show a landline number when you call rather than having your mobile staff that can’t actually reschedule me call from their mobile numbers. It’s the small things that make a huge difference.

This will be too much information for some people and they will no doubt ask what’s the point? That’s fair enough but the same people might need that amount of info in other parts of their life where it’s lacking. A consistent amount of info would be useful to people that need it everywhere.

This doesn’t just go for trades people visiting social housing but also at hospital appointments. I’m a great believer that learning is vital and also slightly narcissistic and believe my body is something special in scientific terms, this is because lots of medics have said so. So, it’s probably more truth than begging myself up J - but, my point is there will be people that go to an appointment expecting to see one medic and there is also student(s) present and despite not wanting them there, they agree to allow them to stay. If patients could always advocate for themselves medics might have less problems managing expectations. There’s still a huge belief that ‘doctor knows best’. While the medic may know more, it doesn’t mean they know best. The other problem with the ‘doctor knows best’ philosophy, is it can sometimes limit people’s ability to ask questions that they may have. Which as a consequence may affect the concept of, informed consent to treatments. Whilst, this is a significantly different paradigm to trades people, it all comes back to the level of openness and information.

If there is greater openness and someone feels there’s a lack of information, they would hopefully, feel more able to ask because the lack of said details would be on the other person not the individual. Asking something that you feel you should know can make you feel inadequate which can cause you to feel embarrassed thus restricts you from asking. Had I thought this would be any different I’d of asked but we get annual gas/central heating checks and they’ve remained the same so why would the electrical testing change? I’m glad to have been taught that there’s no such thing as a stupid question.

Mind you, calling the electoral office to find out what would happen if someone died before their postal vote had been counted was perhaps, fairly obscure but still not stupid. The answer is, it’s counted as if you hadn’t died. In a way, it’s a self-proxy vote in the most meta way.