Friday, April 8, 2011

Children's Museum of Phoenix- The Response

Last weekend I posted a letter I wrote to the Children's Museum of Phoenix after an incident that had occurred while I was there with The Superhero and The Princess.

I did actually send the letter via email to the President/CEO of the company. And before I even came home from the museum, my husband had already posted on their Facebook page, posted on Twitter, and left voice-mail for a few people at the museum.

The Director of Education tried to get a hold of rod a couple of times this week, but he was really busy and did not get back to her. So on Thursday (yesterday) when I had not received a response from my email, I called and left a message for the CEO myself. She called me back a while later and was very nice on the phone. She assured me they were taking this seriously and wanted to make sure they learned from this experience. She stated that there were a few staff members with Diabetes and they would make sure they learned.

I explained to her that I do not expect them to all know everything about the disease, but more about customer service. I told her I would have appreciated hearing "Oh, I am sorry to hear that, can I help you with anything?" Or "Thanks for clarifying, please make sure you throw away your trash."

She agreed and let me know that the gentleman who spoke to me did ask her what he could have done differently.

She also mentioned that when the docent came over he thought it was odd because I had said my son had Diabetes and yet my daughter was sitting there holding her snack too. I explained to her that yes, my son does have Diabetes and he was the one who was low. But, also that when he goes low, The Princess thinks she needs something too. And rather than dealing with a low and a temper tantrum I chose to pick my battles and give her the same snack and juice I was giving to The Superhero. She agreed that this made sense. :-)

Anyway, it went well and I truly believe they will make an effort to learn from this.

Then, later last night I received an email from the Director of Education for the museum. I will paste it exactly as was sent to me below.

Dear Ms. Ripley,
Please know that many of the managers, directors, and CEO have investigated your unfortunate situation, and know that we always follow up on any visitor concerns. This is an unfortunate situation and will be rectified. I would also like to talk to you as some point as well to hear your input and suggestions.  Please know we are a new institution, who values all visitors and staff with all abilities.  In addition, I oversee the floor staff, interns, and volunteers.  Please know  I am highly sensitive especially to the issue at hand.  There is no excuse in regards to the lack of understanding and unfortunate insensitivity you and your children experienced. Please know that I called your husband twice, leaving my email address as well for follow up.  
Please know on our end we have morning huddled every day, provide information internally to all staff with our eblast, and have had many trainings throughout the year.  I will provide a general FAQ sheet for our staff regarding juvenile diabetes from the ADA and any other suggestions would be much appreciated.
On a personally note, I have been a diabetic, and unfortunately inherit the from my father, and my paternal grandfather.  I also have other varied abilities, so it is crucial that our staff is educated in unstinting ones essential needs, such as your sons.  I do have  a very large department who are here on various days.  Please know a memo will also go out to staff in understanding and sensitivity to children and adults with varied needs and abilities.
Once again, I am apologetic this occurred and know that we are listening.
Rosina Guardino, M.Ed. 
Education Director

And with that, I will plan to visit the museum again soon, and I will do my best to avoid the lows.

*Disclaimer: I am a mom of a T1 Diabetic child. I am NOT a doctor. I just play one in real life. Please do not take anything in this post or any other post on this blog as medical advice. If you have questions or concerns of your own, please seek advice from your doctor.*


Kris said...

Well it's good that they understand. There could be a new policy that states no food or drink unless medically necessary. Maybe that would cover it?

Good job on keeping on them! You just helped make future visits for the rest of us a lot easier, I'm sure!

Denise said...

SO glad they responded like they did. Hopefully your experience will make it so that no other family will be treated so insensitively.

Tonya said...

Hooray! I am SO happy to read this... happy that because of your letter, and the museum's quick response and vow to make some changes, your family and others with T1 will be spared this experience in the future. Well done!

Nicole said...

So glad to hear that they at least took the time to listen. Good work!!

We also give everyone a snack "usually" as long as I have enough to go around when Cara gets one for a low :)

Heidi / D-Tales said...

Victory!!!! Bravo to you for raising awareness and bringing about change!!!

Reyna said...

Wo-FREAKIN-HOOOO! Way to go Tracy. You and your husband did a great thing here. Thank You.

WendyP said...

So glad you wrote the letter, and so glad they responded the way they did. A little concerned that their Director of Education can't seem to write a coherent letter though! LOL

Wendy said...

Great job!!! As for The Princess and her snack...since they don't offer straight jackets to keep a child tied to her mother during her brother's medical emergency, I guess a snack will have to do. About that last thing you needed at that moment was a wandering 2 year old...TRUST ME...I KNOW (i.e. PV MALL!)

Michelle said...

Yay! So glad they responded and are taking action!

Jules said...

good outcome. understanding and pro active!

Alexis Nicole said...

Way to go!! You did a great job advocating!

Tracy (The Crazy Pancreas) said...

Wendy P. I noticed all the mistakes too. That is why I made sure you all knew I was copying exactly as she sent to me. :)

And Wendy R., I KNOW! And not to mention all the times she disappeared at the museum when we were there. Snack for her was just something that had to happen. :)

Jen said...

Way to go Tracy! You rock!

Hallie said...

Great job, Tracy!! You have made a difference - so proud of you!!

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