Annie, Do You X-Ray? Do You X-Ray, Annie?
Some years ago, I worked in a large call center as a department supervisor. One day, I was in a small office off the main floor. It wasn’t assigned to anyone in particular; all the lower- and middle-management people used it occasionally when we needed it.
I was working there alone when a Human Resources assistant who I knew quite well came in, supporting a young Customer Service Representative who we’ll call Annie. Annie appeared shaken and pale. [HR Buddy] helped her to a chair, and I went over to see what was up and find out if they needed me to leave to give them privacy. It turned out that Annie had tripped on the stairs and fallen — luckily only a couple of steps.
Me: “Oh, poor you! Are you okay? Are you hurt anywhere?”
Annie: “It’s just my wrist; it really hurts.”
Her wrist seemed to be swelling as we looked at it, and she could hardly move it.
HR Buddy: *To me* “I saw her come down on it hard. I think she’d better go to A&E and get it X-rayed.”
At this, Annie looked downright panicked.
Annie: “No! I don’t want an X-ray!”
[HR Buddy] and I were puzzled. Bear in mind, this is the UK, so Annie wouldn’t need to worry about a bill for a hospital visit.
Me: “I know it’s a hassle, and hospitals can be a bit scary, but your wrist might be broken. You really should get it checked as soon as possible; you might need a cast.”
Annie: *Almost in tears* “But I can’t stand needles! I’m terrified of needles!”
Gentle questioning elicited that Annie had no clear idea of what an X-ray actually was! She was frightened because she had some vague notion that it involved getting an injection, though she couldn’t explain why. I had to explain to her, as you would to a small child, that getting an X-ray meant the doctors would use a special machine to take a picture of her bones, no needles necessary, and that the doctors weren’t allowed to give her any injections without her permission anyway.
Eventually, we managed to convince her, and we called her mother to come pick her up and drive her to the hospital. I’m glad I was able to explain things to her so she could get the treatment she needed, and nobody knows a thing until someone teaches them — but wow, that’s a big one to miss for a whole twenty-something years of life!