The Blame Game – Wednesday 5/17
Having diabetes often makes a visit to the doctor a dreaded experience, as there is invariably bad news of one kind or another. And sometimes the way the doctor talks to you can leave you feeling like you’re at fault. Or maybe you have a fantastic healthcare team, but have experienced blame and judgement from someone else in your life – friend, loved one, complete stranger. Think about a particularly bad instance, how that person talked to you, the words they used and the conversation you had. Now, the game part. Let’s turn this around. If you could turn that person into a puppet, what would you have them say that would leave you feeling empowered and good about yourself? Let’s help teach people how to support us, rather than blame us!
This is a blog post I wrote a while ago but I have relived this conversation again recently.
Background: 15 year old boy with Type 1 diabetes. Great kid with two settings: sloth and clumsy giraffe on speed. There is no way to predict which setting is in operation at any moment.
Motivation: Two Blood Glucose Meters which both, within a space of a week, show signs of not being reliable. This is not wonderful when your son has Type 1 diabetes. A call to the helpline will surely be able to fix this?
Setting the scene: Your lunch break is 45 minutes. Mobile reception at your work is dodgy to say the least so calls have to be made from a phone in the middle of a busy staffroom. There is a tiny surface, about the area of a phone directory, where you can balance a notebook or iPad if you need info for your call.
Reality: 35 minutes spent in a queue. You do not have lunch as you didn’t think to bring your sandwich to the phone. You did not fit in a quick loo stop before you got on the phone and you are teaching for the full afternoon. A miracle occurs: you make it to the front of the queue and your call is answered.
Main characters :
1) aforementioned high school teacher, starving hungry, in need of a wee and slightly on edge in case the Blood Glucose Meter her son took to school stops working.
2) extremely patronising lady who has clearly done a training module on how to talk with empathy to harassed customers.
Dialogue:(assume we have run through five minutes of privacy statement, details of child, various other details which we go through each and every time we call, serial numbers on the back of each meter in the tiniest font have been supplied, as you were smart enough in the middle of your son’s hypo that morning to remember to take a picture of the back of his 2nd meter and you even manage to simultaneously hold down two buttons on the meter on the tiniest ledge imaginable so as to be able to give the details of the error codes.)
Teacher: ‘Yay, finally a human! You are a human right? Great! My son has two of your meters and both appear to be playing up. On one meter, he repeatedly gets a message that the drop of blood is not big enough when it very clearly is whereas the other emits a strange squeaking noise when the cassette rotates.’
Lady – ‘Let me run through the method you and your son are using. No, please don’t stop me even if you think you know what you are doing, it’s amazing how often people are doing the wrong thing and your son has gone through a large number of meters which really does make me wonder.’
Slightly narky teacher– ‘We have been through this so many times that I could do your speech for you and I now only have 5 minutes left so can you please just put through the order for two new meters and I promise I will send back the old meters. Yes, my son is a teenage boy and so may not be the most precise and careful creature but he does care about his diabetes and having correct results. No, putting his meter in a little tub would not be an option as he carries it in his pocket when he goes from class to class. Yes, I will suggest that he treats his meters with great care and does not launch his school bag across rooms or sit on his bag if his meter is in it. Now about those new meters, are you going to send them?
Accusatory Lady: ‘Have you been following the correct procedure for inserting new cassettes and also do you follow our cleaning instructions from the back page of the manual ? Let me talk you through exactly what that is and you can follow on the meter you have with you.
Defensive teacher: ‘For the love of God, can I have two new meters or not? I now have one minute left, I have nothing left to say to you. Are you understanding how stressful this is? I would love it if my son changed to another type of meter as I think there are better models than yours for him but he wants this type as he is comfortable with how it works. He has diabetes, not me, so I am respecting his wishes but, tell me now, are you going to send me two replacement meters as I need to go?’
Placatory Lady in a voice dripping with syrup : ‘I totally understand what you are saying and I will be sending you out two new meters with the understanding that you follow the correct procedure when changing the cassette and you promise me that you will frequently utilise the cleaning method using the cotton bud which we discussed earlier.’
Sarcastic teacher: ‘Thank you so much for your help, I look forward to receiving the meters and will ensure all protocols in relation to cassette changing and cleaning will be followed with the utmost care and attention. There’s the bell. I have to go!’
If there had been a concrete wall in front of me at that moment, I swear I would have found great comfort in repeatedly head butting it until I drew blood but instead, I picked up my bag and headed to my class, ignoring my rumbling stomach. I keep reliving that conversation and wondering if I should have done it differently.
OK, NOW FOR THE FUN PART! LET’S TURN THIS CONVERSATION ON ITS HEAD!
Set the scene: 2 unreliable BGL meters, one teacher, one service centre lady.
Phone rings three times and is answered by a lady with a calm, understanding voice who simultaneously manages not to sound patronising.
Lady: Hi, how can I help you?
Teacher: Hello, my son’s two BGL meters are unreliable and I’m worried about his using them. Would you be able to sent me two replacements please?
Lovely Lady: Sure, please give me the code on the meters….. ok, that’s great, I’ve got all his info here. Is there any feedback that you would like to give me about why these meters might be unreliable? We are always striving to improve and it must be very stressful for you to feel like your son isn’t safe.
Grateful teacher: Look, it’s hard to say. He is a teenager and this is a delicate piece of equipment. I don’t want to blame anyone. I just need two replacements.
Wonderful : Not a problem. I will get them both sent off to you tomorrow. I can see your son has had diabetes for a few years so I’m sure you both know what you are doing. Please let me know if there’s anything else I can do for you? Lady
Ecstatic teacher: That’s perfect, unless you happen to have three teenage girls who may be looking for a life partner in a few years. You sound like a great woman!
Future mother in law of my sons: Sadly not! I too am the mother of three teenage boys. The struggle is real!
THAT WAS FUN! IT’S GREAT TO DREAM!