Sure, pass the buck

My team today got an email from $localCIO neeping that nurses in a single area were experiencing an issue in which, when they scanned a barcode, $barcodeProgram would close out on them. It was only happening to one shift of nurses in one single ward, and after sitting on the ticket for two whole days, $localTech arbitrarily declared it a $patientDB issue. There was quite literally no other troubleshooting information on the ticket, just a simple declaration: “$patientDB ISSUE. $localCIO CONTACTING THE MATRIX”.

There was one flaw with this logic. It if truly was a $patientDB issue, then why was it affecting only this one shift of nurses in this one ward, and not… let’s say… EVERY SINGLE NURSE IN EVERY SINGLE WARD. This is because this barcode program is quite literally used by all the nurses on all the wards, 24 hours a day, 7 days a week, and only this shift of nurses on one ward experienced a problem. So if it was $patientDB problem, then all medical staff would be screaming.

So I replied back, since I had seen this problem before at other local sites. The issue took place when the nurses moved $mobilePC to an area within a wireless dead zone after having launched all the programs. As soon as a barcode was scanned while in $deadZone, $barcodeProgram would try to access the network, only to find there was no network and close itself out. So I replied back, asking if there was any attempt at all to see if they could replicate the issue in different areas, with different PC’s, to which $localCIO reiterated that this was limited to $ward and to the nurses on $shift, and to check the wireless AP’s in $ward for signal strength.

At that point, $supervisor chimed in on the group IM and asked if anyone had gotten any calls from $site regarding this very issue from $localCIO. I replied that I had and had just replied to the email $localFCIO had sent with my request to actually try to troubleshoot the ticket and what to look for. $supervisor said the starfish was so upset that nothing got done for two days on it, that she decided to call her close personal friend, $regionalDirector. $regionalDirector then called down the line, trying to figure out what was going on, etc., and it made its way down to $supervisor, who read the ticket, then my email, heartily agreeing with my assessment that $localSite needed to do a lot more with the ticket, and not just dump it on us.

Also around that time $localCIO replied back that this ward had just been renovated, had all new everything, and despite the renovation, never did a wireless survey, despite an SOP saying that for any such renovations, a wireless survey was required. $localCIO claimed ignorance, saying she was unaware a survey was needed for renovation, and wasn’t sure if anyone checked the wireless. $supervisor and I both laughed, since $localCIO basically confirmed she was trying to cover her (and her minions’) tracks, so $supervisor forwarded her email up to $regionalDirector with my suggestions and his own notes.

There were several more emails back and forth, essentially doing basic troubleshooting which should have been done two days ago, when my shift ended. So I’ll have to wait until tomorrow to see what if anything comes of it, because from my experiences with $regionalDirector, when she wants information, she wants it right there and then 🙂

5 thoughts on “Sure, pass the buck

  1. Gotta love it…this is why we’ll let contractors do the wiring for a space renovation, so long as they provide a wiring chat, route map, and detailed certification report – but will NOT let them connect any payload whatsoever. Too much chance for them fucking things up!

    • Yup! And in the case of this, when the Regional LAN team asked some pertinent questions, such as whether anyone was using a microwave in the area, how many AP’s were in the area, etc., the local site remained almost completely silent, just saying they would check on it. That virtually confirmed that they really didn’t do any troubleshooting at all, and simply wanted others to fix their problem for them.

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