I now lead a team of people and it's a busy job. One of the things we try to do is that if we're asked to help with some problem and it starts looking like a fault in the software, then it gets raised as a new ticket. That way we have visibility of the status of the fault/repair and who has done what to fix it.
My mum has a sore foot and I've been playing telephone message ping pong with the doctor's surgery since a consultant (for an unrelated condition) said that it needed to be X-Rayed. I was unable to make a timely appointment with the GP, but told to start again as though it were a new complaint and ring up the moment the surgery opened and ask for a same day telephone consultation.
There was a certain amount of mental dissonance and lack of self-awareness on my part that morning. I was on hold for about 20 minutes, cursing that I needed to tell the doctor about it again and cursing that the doctor wasn't available to talk to me instantly. At the same time I was going through my emails and messages wondering why there was a queue of new things for me to do first thing in the morning, and wishing that all these problems were accurately reported and recorded.
Richard "We're not so different you and I" B
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