Sunday, November 21, 1999
Hello Ali,
Sunday, Sunday, November 21, 1999, you wrote:
Ali> Hi all,
Ali> tracer wrote:
>> Now what do YOU say about the 10th patient who comes sneezing in your
>> office on a day...
Ali> You really didn't need to use my profession to get your point across.
I already made this comparison ( locally) many times.
In a way it has a lot in common, except that the computer cannot tell
why he doesnt feel good. And you have the interpreter (the owner) who
half the time caused the problem and will not agree it was his fault.
He may not even realise it.
One good example here is portables which have a sleep mode. If used it
means the 98 never makes the system backup on the first boot of the
day. And those backups are very very important.
Consider the similarities and you know what I mean.
Most of the time its treating the owners, not their systems, to get
them into better habits.
And it can be damned hard work to stay friendly and explain it for the
20th time or whatever.
However, as you say on this list and others one has a choice.
One can ignore questions one wants to ignore...
Ali> I see that you're trying to give an example of having to deal with
Ali> repetitive queries. Now, a profession like mine deals with something
Ali> like this everyday and I can give you real world examples.
Thats why I mentioned it...
Ali> Gallstones and Hernias are extremely common. I would see on average 3
Ali> to 4 patients per week with each. Each patient expects an explanation
Ali> of the problem, it's treatment, the nature of the surgery and when
Ali> they'll be able to go back to work. Unlike usenet though and over a
Ali> phone line, I can't simply be curt or unfriendly telling them to go
Ali> read a manual or that I'm tired of saying the same thing over and over
Ali> again.
Ali> Another common scenario is an elderly patient that comes in with all
Ali> relatives flocking around. The elderly patient is sick and requires
Ali> emergency surgery and I have to communicate this, not only to the
Ali> patient but to the concerned relatives as well. They of course begin
Ali> to state their concern about their elderly relative being able to
Ali> tolerate major surgery in such an ailed state. I now have to go
Ali> through the whole risk-benefit analysis behind my decision. It's not
Ali> unusual for this to be happening at ungodly hours of the morning when
Ali> I'm tired and working for the last 18hrs. Furthermore, after doing the
Ali> operation, the keen relative will be awaiting my arrival from out the
Ali> operating room. Unlike TV soap operas, the keen relative will not
Ali> accept, "The surgery went OK, and he/she should do fine", as being
Ali> adequate information at the time. They expect a more in depth
Ali> explanation of the findings and the implications etc. They expect it
Ali> then and there. See what I'm getting at? I have to do that, explaining
Ali> the same things, day in and day out.
I know but you think one hasnt got that problem if like I myself was
supporting a major part of our Europe/Middle East and Afika Computer
operations?
They had systems dying / getting sick at all times, and everybody
considered theirs to be unique, Again you couldnt tell them to get
stuffed and if you tried to help them too quick (as it was the 10th
time that day or so someone came with the same question), they say you
arent interested in their problems...
Ali> This is why you see me posting at ungodly hours at times. I'm either
Ali> at home for a break or winding down to go to bed. :)
Same here.... And it gives you time to relax! Forget the daily other
problems
Ali> So three things:
Ali> a) In all my years of having to deal with people of all sizes shapes,
Ali> ages, ethnicity, social status, cultures; I'm yet to meet one with the
Ali> type of 'hard skin' that Steve expects them to have.
correct... And if these are paying customers they never come back.
The reason I try to keep my partner as far away from the customers as
I can...
Ali> b) If it's so frustrating to answer these questions, why answer them
Ali> then? You do have a choice on this group you know. The frustration
Ali> that is possible through having to repeat oneself in this group dims
Ali> in comparison to what my profession entails. I'm not saying that I
Ali> don't get frustrated myself, but I don't dare let the patients or
Ali> relatives realize this or else it will come back to haunt me, and it's
Ali> also rude and unkind.
correct...
Ali> c) If someone makes a suggestion that is their own selfish desire I
Ali> really don't think the developers at Ritlabs will suddenly implement
Ali> it, especially on this very basis, unless it's a compelling and truly
Ali> useful suggestion. So why bully them? Furthermore, I genuinely don't
Ali> think anyone who suggests changes to TB!, on this discussion list, are
Ali> doing it out of selfish desire. The fact that they post the suggestion
Ali> on this discussion list is testimony to this. They post it for
Ali> discussion and to see how others may feel about it.
possible, but anyway suggestions are useful but on the other hand
some things are 'illogical' to anyone who has worked with computers a
lot.
Ali> Sorry for the long winded explanation but my verbosity is borne of my
Ali> having to constantly explain myself at length as a medical
Ali> professional. :)
believe me, same with computers...
In my own case, having had a fractured collar bone with a Thai
oversized pin in it, I LOVE to get rid of it. Doctor last Saturday was
obviously tired when it was my turn so he pushed a bit and suddenly a
click. Donot ask me what clicked but removal was postponed another
month. Now if after 5 months it clicks it means its not healed and
another month would not help much.
I didnt say anything as he clearly didnt want to do it that day but to
me its the same if I make your computer bleep to demonstrate something
isnt working correct.
I mean I can make it bleep very easily
And he really sounded happy after that click...
Best regards,
tracer
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