Yet Another Cycling Forum
Off Topic => The Pub => Topic started by: hellymedic on 03 December, 2018, 06:46:49 pm
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are getting on my tits!
Seems you can't do ANYTHING without these intrusions.
Looks like I've missed a second one (by phone) following my recent minor surgery and they'll send it to me by post.
What fun!
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I had an automated survey on my phone after a recent consultation and xray on my knee to
confirm that a surgeon is putting me on his waiting list for a knee replacement operation.
One of the questions was: "Would you recommed this trust to family and friends for the procedure
you recently had"? Family live in different parts of the country and friends/acquaintences wouldn't
really have much choice, since they aren't rich enough to afford private healthcare.
I declined to complete the survey and deleted it.
[edit: oh, and I've just received one for an item I ordered today that has yet to arrive].
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One of the questions was: "Would you recommed this trust to family and friends for the procedure
you recently had"? Family live in different parts of the country and friends/acquaintences wouldn't
really have much choice, since they aren't rich enough to afford private healthcare.
This "would you recommend this X to your family" seems to be a new NHS-wide metric for whether services are any good or not. I suppose you have to view it in the spirit in which it's intended, and not get hung up on specifics.
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One of the questions was: "Would you recommed this trust to family and friends for the procedure
you recently had"? Family live in different parts of the country and friends/acquaintences wouldn't
really have much choice, since they aren't rich enough to afford private healthcare.
This "would you recommend this X to your family" seems to be a new NHS-wide metric for whether services are any good or not. I suppose you have to view it in the spirit in which it's intended, and not get hung up on specifics.
Up to a point, Lord Copper!
The service I got from CMH was fine BUT it's 6 miles and two buses from here. It has no taxi rank. Transport and access are a real PITA and no local cabbies wanted to ferry me to the back of beyond at 6.30am.
I waited six months from my initial outpatient assessment (which was 3 ½ months from my initial referral) to the date of surgery.
I should have gone for a pre-op assessment at 8.30am a few weeks ago. I managed to skip that but it would have been another long trek for scant purpose. Minor surgery under local anaesthesia really does not need this.
There were around ten members of staff in theatre. I'm sure some were students/trainees but I have seen smaller teams managing a ruptured abdominal aortic aneurysm!
I had similar surgery at my local community hospital 8 years ago. It seemed to involve fewer hospital visits, staff and logistic hassles.
In reality, I doubt I would recommend the place to family because it's SO inconvenient.
It seems much patient and staff time is occupied with wasteful non-clinical matters!
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This "would you recommend this X to your family"...
No, because they'll have to complete a feedback survey afterwards?
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Ignore them. I do. If I wasn't happy with the service, I'd say so. They don't need me to grade them on a 0-5 scale and I'm not about to. Email surveys go in the trash, postal get ignored, and phone get told to go away.
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The ‘would you recommend our product/service to your friends/family’ question is usually accompanied by an eleven point scale 0 to 10. It’s called Net Promoter Score and gives the grown ups a single metric to measure their
bonus company by. It’s all the rage with the MBA class and like most of their ‘flavour of the month’ approach to management it’s especially pointless and a waste of everybody’s time.
Clever people have comprehensively debunked it, so I won’t waste your time reading my prose, just google NPS debunked or some such.
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Yup, fed up with follow-up requests to rate products/services, even for the most mundane things. So my policy now is to delete them all without responding.
Some of them are not passive either. Virgin Mobile has repeatedly requested me to rate their service in an email that admits they will share the results with their sales team "to ensure you are getting the products and services you want". FOAD
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Yup, fed up with follow-up requests to rate products/services, even for the most mundane things. So my policy now is to delete them all without responding.
Some of them are not passive either. Virgin Mobile has repeatedly requested me to rate their service in an email that admits they will share the results with their sales team "to ensure you are getting the products and services you want". FOAD
+1 to all of this.
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This seems like a good time to pull in the perennial rant about websites that pop up a dialog asking you to complete a feedback survey when you've only been on the website for 3 nanoseconds.
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Don't talk to me about Customer Feedback......
I have been doing workshops or whatever the flavour of the month is to call them since the year Dot....indeed, perhaps even before then I can't remember and must have done around 100 of them. I spent several years studying how to teach adults so have some idea what I am doing.
Anyway, reading the feedback sheet from a recent session I noted my first ever "poor" score against my teaching. Reading further the comments, it seems that the student didn't like the material and hates the process I was teaching. They didn't mention anything I did wrong but the mark goes down against me. Rather unfair that IMHO.
And of course the feedback wasn't signed so I can't fail their assessment >:(
As to the rest of the feedback sheets, most were fully positive if not completed fully. I do wonder sometimes about the ability of the current generation to understand ideas fully. :facepalm:
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Hospital uses a number that my (£1 pcm) 'phone scheme won't let me call, then I won't do an SMS survey because the 'phone is old and crude (does a 'phone become like its owner?) and complex texts are a RPITA.
I hate the sites that ask for feedback - also those that have a pop-up/over for 'newsletter' by email when I prefer RSS.
Bastards!
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I'm a professional buyer. If I don't fill them in they chase and chase. At what point might I be recommending the services of any of my providers to my friends and family?
Hey, mates, need any ethyl acetate? Ineos make a great one!
Apparently it's part of one of the ISO standards that customers are polled for feedback.
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One of the questions was: "Would you recommed this trust to family and friends for the procedure
you recently had"? Family live in different parts of the country and friends/acquaintences wouldn't
really have much choice, since they aren't rich enough to afford private healthcare.
This "would you recommend this X to your family" seems to be a new NHS-wide metric for whether services are any good or not. I suppose you have to view it in the spirit in which it's intended, and not get hung up on specifics.
If that's the case then they should rephrase the question.
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I'm a professional buyer. If I don't fill them in they chase and chase. At what point might I be recommending the services of any of my providers to my friends and family?
Hey, mates, need any ethyl acetate? Ineos make a great one!
Apparently it's part of one of the ISO standards that customers are polled for feedback.
And that’s because Standards and easier to manage than people.
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I have a filter on gmail :
Matches: (subject:("please review" OR "review your recent purchase" OR "We’d love to get your feedback" OR "Review your products" OR "We would love to hear your thoughts" OR "Feedback request" OR "How would you rate" OR "Satisfaction Survey" OR "minutes of your time" OR "Special offer!" OR "We'd really like your valuable feedback" OR "Please review your recent" OR "Last chance to save" OR "Your feedback is important" OR "We value your opinion" OR "Tell us what you think" OR "How did we do" OR "share your opinions" OR "Would you recommend" OR "How was your recent" OR [lots of others to do with GDPR] ))
Do this: Mark as read, Delete it
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I've had those "How likely would you be to recommend?" surveys from NHS but always ignored them. Some of them sent in the post, and when I ignore them, they send another a month or so later. I guess it boosts the local recycling stats. But the ones that annoy me most are if you buy something particularly I think from ebay, and they send you a review request before the thing has even arrived. So I ignore those too.
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The ones that annoy me the most are the ones that continually text you frrom different numbers. It's a pretty simple task to block some irritant company's number on your phone, but when they keep using different numbers, there's no way to keep up. "Rate our service!". "Fuck off!!" And they still keep coming, as there's no way to unsubscribe. Even though of course, you never subscribed in the first place - you just bought a pizza from them once. Dicks...
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I've had those "How likely would you be to recommend?" surveys from NHS but always ignored them. Some of them sent in the post, and when I ignore them, they send another a month or so later. I guess it boosts the local recycling stats. But the ones that annoy me most are if you buy something particularly I think from ebay, and they send you a review request before the thing has even arrived. So I ignore those too.
The nice young nurse gave me the first round of feedback survey before I could escape the hospital. While I might be tempted to scream 'Fuck Off!' to an automated phone call or delete an email, I wouldn't do that to a Real Person.
It did me the opportunity to grouch about the receptionist's failure/refusal to use a low desk when facing a wheelchair user.
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I find they give me feedback surveys before I've even had the appointment, often having volunteers roped in to do it. I feel quite pressured by the whole thing which is stressful.
Sadly I know if the response rate is low, it is frontline staff who will be harangued by their management. A friend who deals with these for work says than anything less than 5/5 or 10/10 is marked as failure which is also horrible cos sometimes non 100% service is beyond the scope of the hard working frontline workers.
I hated having to chase students for feedback in my last job too. Especially for those who had given genuine feedback in emails but our management didn't want to listen cos accessibility wasn't convenient, and so could be dismissed as 1 person said... The fact that one person was blind or using a wheelchair so had CLUE was ignored... I may have had some rows with MBA dickheads about value of low-% impairment group people's feedback being drowned by non disabled people and that under PSED their erasure was unlawful - they hated that. Fuckwits!
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Apparently the modus operandi of some car dealerships is to contact you to ask if you were fully satisfied with the service, and then if you say you were fully satisfied, they forward your details to the head office (their bosses) for them to ask you the same question, but if you weren't fully satisfied, they don't.
Ergo, if you want to have a whinge about them to head office, then say you were fully satisfied when they first contact you.
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Sadly I know if the response rate is low, it is frontline staff who will be harangued by their management. A friend who deals with these for work says than anything less than 5/5 or 10/10 is marked as failure which is also horrible cos sometimes non 100% service is beyond the scope of the hard working frontline workers.
That's absurd. Nobody ever gets 100%, nobody ever gets zero. First rule of surveys, tests, exams and quizzes.
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I have that with a supplier at work. They send NPS surveys, which is fair enough, and then ask what they'd have to do to get a 10 instead of a 9. I generally answer that I don't give 10 unless I cannot imagine that anyone could ever be better, but they don't entirely get it - I think, because the management are setting them targets that require 10.
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Under ‘classic’ NPS only 9 or 10 are considered as positive answers, so a 9 is a bare pass. It’s a totally barking system, but the output provides a simple easy to understand metric and anything less than perfect means the grownups have a stick to beat the hoi poloi so it’s popular.
When I bought my current car the salesman asked me what extras he could,give me to get a 10!
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When you think about it, with a regular supplier, it would be madness to give a 10, because it would mean that they could relax, and their management would stop pressing them to give me better :demon: :demon:
But then, it's only one of countless systems, in all works of life, that have not been designed to take account of the rational behaviour of the people to whom it was applied. We might also mention:
- Roads
- Many Web sites (the field in which I work)
- Products of many other kinds
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I think some of our subdecks use NPS. This minion doesn't. Useless management mumbo-jumbo. I think it's one of the ISO9000-1 accepted KPIs. Anyone who says KPIs should be fed to crocodiles that have been trained to become angry and agitated at the mere whiff of a spreadsheet (they do smell).
I refuse to participate in either running them or answering them, but I see plenty of them as every conference I attend or present at now does the bloody things. What does some number our of five or ten actually mean on some vague subjective criterion? Nothing, I suspect. Was my performance a seven or an eight (three on a good night, says my wife). And exciting comments like 'I really thought the subject matter would be different' (from the title and summary in the agenda – they're some kind of clue, I'd assume, about that what I plan to present).
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I come here during breaks in auditing to relax and normally to have a laugh. However.... I now find this.....
I think some of our subdecks use NPS. This minion doesn't. Useless management mumbo-jumbo. I think it's one of the ISO9000-1 accepted KPIs. Anyone who says KPIs should be fed to crocodiles that have been trained to become angry and agitated at the mere whiff of a spreadsheet (they do smell).
I refuse to participate in either running them or answering them
As someone who still has bad flashbacks to a week spent in Milton Keynes learning how to audit to ISO 9000 and 9001, and then spends most of his working day considering KPI's, please don't mention such filth here!
KPI's......aaaarrrrggggggggggggggggggggggggggggggggggggggggggggggg :demon:
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I've just spent most of the morning sitting in the radiology waiting room at the Royal Orthopaedic. They have a screen showing what clinics are running late, calling people's names, etc on one side, and showing a loop of videos on the other. The video loop consisted of a silent animated history of the medical use of X-rays, a little piece about the what happened at the hospital during the war that wasn't subtitled and was too quiet to hear, the usual bits and pieces slideshow about washing hands, safeguarding, etc, and an excessively long cutsey animated video all about the "would you recommend us to your family?" feedback questionnaire which for no good reason had an incredibly irritating whistly music soundtrack.
They were playing the same bloody thing in outpatients, too, though thankfully we didn't have to wait long.
I'm now thoroughly earwormed with the bastard thing. I'd rather fill in feedback forms.
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Don't knock it, the last time I was in the local GP surgery, the obligatory TV was showing an ad for the local funeral directors.
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Don't knock it, the last time I was in the local GP surgery, the obligatory TV was showing an ad for the local funeral directors.
Our GP's version is a special circle of hell: Firstly, it's a massive screen with a flicker-tastic backlight that's seen better days. It's being fed analogue video, likely via an inappropriate cable, which I know because of all the ringing artefacts. There's no audible sound, the soundtrack instead being provided by local radio blaring through an assortment of ceiling speakers[1]. The video itself consists of a sidebar with JPEGy-looking images-of-text, some horizontal scroll-text from the land that double-buffering forgot, and some video with the worst deinterlacing I've ever seen.
And that's just the technical stuff.
The content comprises of useless information (like the practice address and telephone number) some really cheap animation encouraging you to get your flu jab, be tested for chlamydia, not to abuse antibiotics and so on, and adverts for various NHS services you hope never to need. The scrolltext duplicates much of the video content, but out of phase, so it doesn't function as captioning.
I generally sit with my back to it, which means I fail to hear the nurse calling me from the other side of the room.
[1] I suspect this may be an ill-thought-through attempt to attain data protection compliance at the expense of disability access compliance.
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Has anyone audited how annoying/irritating/counterproductive these surveys are?
If not, why not?
If so, where are the results published?
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Has anyone audited how annoying/irritating/counterproductive these surveys are?
If not, why not?
Ssh! They'll make us do another survey!
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I was good and filled the obligatory survey pushed into my hands as I walked out of my clinic appointment earlier. I did tick the highest marks for most of it cos of the "less than 100% gets them shouted at" shite. And they are pretty good, any "lateness" in the last 2 appts has been because the clinicians have clearly been reading my notes (and in this case spending time going "errr fuuuuck")...
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Sitting in the recovery room after endoscopy.
"Would you recommend this service to your friends and family?"
No, just some enemies.
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Don't knock it, the last time I was in the local GP surgery, the obligatory TV was showing an ad for the local funeral directors.
During my last eye operation they had Smooth FM on the radio. So I had a new lens fitted during the drum break to 'In the Air Tonight', followed by a solicitor's commercial for medical malpractice claims.
I gave then some immediate feedback, and they thought that the likeliest recipient of a malpractice suit would be the anaesthetist.
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It strikes me this premature zeal for feedback is RUDE and akin to the predatory service in a restaurant where a fork on a plate entices waiting staff to snatch plate and cutlery from the hapless diner before he has finished chewing his morsel.
Can't people wake up/get their breath back/chew off before the next stage of the 'process'?
NOTHING makes me feel a place is impersonal and I'm just an item on a production line more than staff impatience...
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akin to the predatory service in a restaurant where a fork on a plate entices waiting staff to snatch plate and cutlery from the hapless diner
A few years ago now, SWMBO and I were staying in Tripoli, Libya. The hotel, like many, was buffet service. If you were sufficiently unwise to arise from your seat for only a few seconds, say to get another juice, or a bread roll from the buffet, you'd return to find your place cleared. The lot. Even the crumbs. The wife and I had to take it in turns to guard each other's plate when one of us was re-visiting the buffet. Needless to say, there were a few occasions when the staff won.
Quite a challenge, that trip. But the archaeology was worth it. And the mental image of a camel's head, complete with 5ft long trachea hanging in a butcher's window will go with me to my grave. Apparently it was to show the prospective shoppers that the camel meat in the shop was fresh, as that was the camel it came from...….
S'pose that obviated the need for a feedback survey.
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The 'how's your meal' as you reach maximum chew on your first mouthful is the signature move of every US restaurant. MowmUMmthfoGth, you'll inevitably reply, a response that could run the gamut of this is absolutely delicious to I think I'm chewing the undercooked remnants of a distantly deceased donkey's undercarriage. They always assume the former even if you are in Arby's.
Hotel buffet breakfast turnaround is fearsome. Grab everything on your first pass and don't give up your spot. In the time it takes to snatch a Danish and a coffee refresh, you'll be replaced by a Chinese family. Any attempt to resolve that scenario will require the sort of advanced mime that you're not nearly ready for that at that time in the morning. There's probably a good market for an inflatable breakfast mate, you inflate it and leave it in your seat while you go wait for the omelette guy. It's either that or it's 7.30am and you're dancing with a pastry in front of a Chinese family. It's like your're subjecting them to the worst Vegas show ever.
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We keep getting these 'Your Voice Matters' (YVM) surveys at my place of employment. They were probably a good idea to begin with, but all that happens now is after every survey the team is expected to hole up with their boss to come up with an 'action plan' for how to make the scores better next time. Deep joy.
Anything less than a 7/10 score is considered 'disengaged'. I had a quite interesting discussion with my boss' boss' boss about the relative difference between scores in USania and here. Obviously everyone in USaniana thinks everything is *awesome* while the British attitude tends to be somewhat more glass half empty. I've tried suggesting we en masse fill in everything with either all 1's or all 10's in the hope they'll take the hint and go away....
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Ah, we have something like that every year starting about three years ago.
Well, the results from the first years management feedback survey was, frankly terrible: We hated them for imposing half thought out ideas on us and then reacting badly when we pushed back against them. Oh....and we hated them for lying to us, an example being: "No, we aren't downsizing just moving people on to new opportunities outside the business. You don't mind picking up their work do you."
As a reaction to this, the senior management held meeting after meeting and promised to do better/listen more etc etc. The next feedback however, was worse with people saying: "Just go away and let us get on with our jobs. We know what we are doing: that's why you employed us, so bugger off and let us get on with it."
Did they bugger off....did they heck as like! Instead, they introduced "360 views" where a person (mostly a disposable middle management) were examined by people who had links to them. So, their manager would say what they thought of them/their performance as would the middle managers staff....except that no-one from the minor sub decks would play ball and give feedback: we aren't stupid down here, so that idea was quickly scrapped.
Now senior management say they listen.... the results of the most recent survey are out soon. Lets see if us plebs agree..... :-\
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We do the 360 thing just to add spice to the annual reviews. It's exactly what any sane human with enough neurones to exhibit basic sentience would think it would be.
As mentioned, those in the US don't quite that the British are reluctant to give anything 10/10. We'd give the invention of toast a 9/10. It's not bad, this.
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We keep getting these 'Your Voice Matters' (YVM) surveys at my place of employment. They were probably a good idea to begin with, but all that happens now is after every survey the team is expected to hole up with their boss to come up with an 'action plan' for how to make the scores better next time. Deep joy.
Anything less than a 7/10 score is considered 'disengaged'. I had a quite interesting discussion with my boss' boss' boss about the relative difference between scores in USania and here. Obviously everyone in USaniana thinks everything is *awesome* while the British attitude tends to be somewhat more glass half empty. I've tried suggesting we en masse fill in everything with either all 1's or all 10's in the hope they'll take the hint and go away....
I guess work surveys are different but for those completed by the public (for health services etc) surely a lot of people fill them in at random anyway. Whether they take account of this when compiling them, like Gallop et al would, I don't know.
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In my experience no. OMG, someone gave the event a 1/10 we must change everything! The other 499 didn't complete a survey or gave it a decent score.
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are getting on my tits!
Seems you can't do ANYTHING without these intrusions.
Looks like I've missed a second one (by phone) following my recent minor surgery and they'll send it to me by post.
What fun!
Duly arrived in today's post (2nd class).
Wonderfully scummy recycled paper asking about pain, nausea, vomiting, whether I'd needed advice and whether staff introduced themselves.
Fair enough, I suppose. I completed it.
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What is the best way to make your reply completely meaningless?
All ones, all tens, all five or six, or answers that add up to forty two?
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What is the best way to make your reply completely meaningless?
All ones, all tens, all five or six, or answers that add up to forty two?
This one did not have numerical answers and I thought it fair to let them know if I was sick or in pain.
I told them I'd taken analgesics but not about the extra biscuits I had downed as comfort food.
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If I feel whoever I dealt with really tried to help, I'll go to the trouble to mark them as 10's or whatever no matter whether the outcome was positive to me or not, it just helps the wheels go round. Otherwise I just don't bother.
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I think the one I received today could be useful to improve surgical and anaesthetic techniques if these had been suboptimal.
Given day patients are gone before they'll ever get a chance to meet the team again, it's fair the team should know if the patient has been in Hell or just fine. It is a tad impersonal thobut...