Last month Mum mentioned she’d seen a talk advertised in the library, it was being held at our local hospital and was being given by Sarah Tobin. It was on a Monday evening, a day I worked at home, Mum was curious and thought it might be of interest to me from a work perspective. … More Compassion in Healthcare at Torbay Hospital
A week ago I wrote a post explaining Dad’s latest situation with #cholangiocarcinoma Don’t give up the ship, fight her till she sinks. At the time we’d just seen his oncologist and heard the news that Dad’s one remaining option was to have chemotherapy in an attempt to stem the tumour in his stomach bleeding, which … More A game of odds #cancer
Last night as I was busy enjoying @PizzaCafeNewton and watching the Apprentice Final, I received a phonecall on my landline. The conversation went as follows: Me: Hello Caller: Hi, it’s Ben (cant remember his proper name) calling from Santander. Just to let you know this call may be recorded for training purposes. Me: Uh huh … More Santander customer service #fail
End of life care is something of a focus for me at present. For anyone who has not read my blog before my dad has terminal cancer, Dan a close friend of mine died of a brain tumour a year ago and I also have two elderly grandparents who at 91 and 93 (next week) … More End-of life care
This is the third instalment of my experience with Virgin Media and so it might not make sense without the back story; if you’re interested in that you can read Virgin Media – the best and the worst, which details what happened over the Christmas break with my lack of broadband and the response from … More Service recovery: customer, process and employee
I’ve been playing around with the idea of writing this post for a while, well I guess on and off for about a year! What started as a wish to understand more has, if I’m really honest, progressed into a minor irritation at the lack of clarity and then just before Christmas I had a … More What is service design?
Last night I blogged about my experience of Virgin Media over the Christmas break, you can read the full story here, but in a nutshell my broadband connection kept failing, the information I was given was incomplete and/or incorrect and I was bloody frustrated at missing the online shopping opportunities presented by the Christmas sales! … More Service recovery Virgin Media style