Fred's Wisdom #1

Fred's Wisdom #1

Fred Brumhead -CEO
10th August 2010

Well do I remember saying when I have kids I won’t say what my parents said... “Hey Dad how do you spell annoying” my son asked me. Quick as a flash I spelled E t h a n. Got him beautifully. No comeback just a wry smile... but then – “you know these “dad” jokes are becoming your trademark”. Ouch...Me saying “dad” jokes but that’s for old dads – no it can’t happen. But the evidence is there – too many puns, too many literal meaning jokes, too much picking on naive statements, it’s like “dad” jokes creep up on you when you’re least aware and BAM – suddenly your just like all those other dads in the world. So it’s time to take stock – do I continue with the “dad” joke range or take some other more noble cause? Do I still respond to my children’s friends when they ring and ask ... “Hi – is Sarah there?” ... Yes ... pause... “Can I speak to her?”...Yes you seen to have the power of speech as does she...pause...” Huh?”...Perhaps I should take back that previous statement...
It matters not the road I have chosen but what’s important is that I have looked at the road! Too often you keep going without thinking about what it means or why it happens. Like “dad” jokes things can become a part of what happens without a conscious understanding of why they are there. The most important thing is to be questioned and challenged about what you are doing. Nowhere is this more important than at Interchange.
We need to be questioned to have a mirror placed in front of us so that we can see what’s going on. People call this feedback and it often comes in the form of “suggestions”. One of the most powerful methods is the complaints process. Complaints receive too much bad press, have negative connotations as something to avoid. We need to change that and see complaints as a positive thing, embrace them and shout out that we love complaints.
Maybe “love” is too strong a word but Interchange would like to see a complaint being elevated from something seen to be unwanted to a “gift” as Belinda James would say. No longer is having no complaints seen as a positive! In fact a lack of complaints means a lack of feedback or interest in the service. Complaints don’t have to be about a problem – it can be about what is happening or not happening and how that affects people. Complaints and the complaints process enables the service to truly reflect on our practice and ensures a greater understanding of the issues and concerns that need to be addressed so that we can provide better support to families and people involved in our service. So do us a favour ...complain.