DDs Nursery and WWYD?

[FavouriteElephantTeddy]

DD attends a private Nursery 3 days a week.

Yesterday she had an important appointment at the hospital. I told the Nursery when the letter came through 3 weeks ago that she'd miss all morning and they asked me to remind the last day she is in before the appointment.

I told the Room Manager on Friday her last day before the appointment that she'd miss the morning, but as I need to dash off home to get work done after could they possibly keep a meal for her and she could have it when she got there - I stated that if it was a problem then I'd just feed her before I took her in but the Manager assured me it'd be fine. She promised me DDs food would be waiting for her when she got there on Tuesday even if she came after all the other children had eaten lunch and told me there was no need to call the Nursery on Tuesday morning as it would be all sorted. They usually write things that down in the communication book within the Nursery so that if a manager or keyworker is sick someone else can take over easily and know what's happening.

Got DD to Nursery at 11.45 yesterday (was aiming for 11am but appointment massively overran as DD needed an X-Ray). The Manager I spoke to wasn't there, and only 1 member of staff that had been there on the Friday was the same. They weren't expecting DD , didn't have a lunch for her and asked if she'd eaten. I explained about the appointment and said the Room Manager had said DD would have a meal waiting for her, but offered to take her away again and feed her at home and then bring her back after naptime I WFH so could have got away with this. They did find some lunch for DD even though it wasn't the lunch being served to the other children not bothered by this as long as DD is fed and she did stay for the afternoon and enjoy herself.

This morning I've received an email apology from the General Manager about yesterday. Apparently the Room Manager forgot to write it in the communication book that DD would be late and to save her meal, and the Room Manager only realised when on her day off she got a call from the manager in charge that day to say "Was there something you forgot to write down about MiniElephant?". The GM has asked me if I feel there's anything I can think off that would help to make the process smoother in future as it's likely to come up again when DD has further appointments? (she has a few conditions and regular appointments).

I've never had a problem with the Nursery before and they're fantastic with DD. When DDs been late before she's made it in for 11am (lunch is usually at 11.30) but they've always added her to numbers so it's not been a problem before.

So I am asking the wise MN if there's anything the Nursery can do anything to improve in future? Or is it just one of those unfortunate miscommunications that sometimes happen?

[BellyBean]

I'd ring in on the morning of. At least they found something for her.

[TeenTimesTwo]

I think it is one of those things.
However, if you wrote the info on a note and handed it over as well as saying it verbally I think it would be less likely to be forgotten.

[sooperdooper]

Surely the very simple thing they can do is just follow the procedure that's in place but they didn't do - write it in the book/planner for the day?

[guiltynetter]

Erm...the room manager should have written it in the communication book and none of this would have happened so i’m not sure why they’re asking you for suggestions on how to improve things in future.

i’m never rude on MN but this seems like a massive, long,,complete non-issue. DD had an appointment, they were meant to save a dinner for her but they didn’t (due to a mistake) but they found something for her to eat in the end and all was fine. you had an apology (without even asking for one) and you are very happy with the nursery. so surely...that’s it?!

the room manager forgot but everyone is human and makes mistakes sometimes.

[FavouriteElephantTeddy]

That was my thinking guilty and I'm sure it wasn't deliberate as I'm repeatedly told by the General Manager the staff love looking after DD.

[Sirzy]

I would just put it down as one of those things. She didn’t go hungry so no big issue especially given the staff had the decency to apologise

[Seeline]

They didn't follow procedure, and things went wrong. It happens.

If they want to improve their procedure, then maybe ask for requests such as this in writing (perhaps provide a standard form or something) and then at the end of the day one person has the responsibility of going through the pile and making the necessary arrangements.

However, if their current system normally works, I can't really see the point of making it more complicated.

[Bowerbird5]

Maybe jot it on a piece of bright card and give it to them the day before so it can be slotted in the page...it would flag it up easily or wait and insist they write it in while you wait.
Perhaps something/ some little one had distracted her and she forgot afterwards. She will be mortified. I used to work in nurseries it can easily happen but shouldn't so staff will be upset it has.

[PinotAndPlaydough]

The GM seems to be making a mountain out of a molehill. The room leader forgot to write it down, these things happen in such a busy environment. Seeing as you were so flexible in being able to taking your dd home if needed and that they managed to give her a meal it really isn't a huge issue.

I've managed in nurseries for years, these things happen but I would t have felt any need to phone a member of my staff on their day off and unless the parent was really upset or put out I wouldn't be asking them if there was anything g we could do as the old way generally works well. Human error happens sometimes, the manager sounds over zealous at best and like she has it in for the room leader at worst.

[DesignedForLife]

Your daughter got fed, they made a small mistake. I wouldn't get too worked up about it.

[user789653241]

I think only improvement can be done by you, by phoning in the morning.
It actually solves everything, by confirming that she has an appointment in the morning, but will be in for lunch. Not a big issue, really?

[TrollopHop]

I think the nursery are hugely overthinking it. Mistakes happen, move on.

[Kitsandkids]

They made a mistake, they rectified it, they apologised. I would consider it over with personally.

[FavouriteElephantTeddy]

Thank you everyone, like I said I didn't think it was deliberate and DD got fed so it wasn't an issue, will reply to the GMs email saying that now.

(Sorry for not replying sooner I got a call I needed to take for work)

[FavouriteElephantTeddy]

Also the manager who was in charge that day (think she might be the Preschool Room Manager covering her day off) are very good friends and would assume it was said with a jokey tone.

[LIZS]

It seems as if they have handled it well despite the initial error. Maybe follow up with an email/note if the situation needs to happen again.

[FavouriteElephantTeddy]

*and the Room Manager (DDs in Toddler Room) are very good friends

[grobagsforever]

OPI think you need other stuff in your life to worry about. Child got fed...end of.

[FavouriteElephantTeddy]

grobags Not me worrying about it, if you read my OP it was the General Manager who emailed me about it. I have way more serious things to consider other than this like whether I want wine with my tea tonight

[katymac]

It'll be part of their reflective practise/continual development

[FavouriteElephantTeddy]

What do you mean Katy? Will the room manager get in trouble for it? I don't want that she's lovely and I think it would have been a genuine mistake.

[katymac]

In my nursery if there had been a problem, I would look at how we could improve things so it didn't happen again

Good practise would be to discuss it & agree on an improvement & record it
Best practice would be to discuss it & agree on an improvement then to check all staeholders that everyone was happy and record it

This is so when OFSTED comes we could show how proactive we were at addressing issues

So it's a kind of good thing for her because she can prove that she took appropriate action to ensure it doesn't happen

If we took out all the things we do to please OFSTED we would have more time with the children, but in a less good nursery it could be catastrophic. So I'd be assured they are a good nursery to send time doing the 'right' thing....iyswim (a less good nursery wouldn't bother)

[FavouriteElephantTeddy]

Katy Thank you, I have replied saying that the only thing I think could be improved is that the parent giving the message sees that it gets written down in the book before the staff member does anything else.

[Puppymouse]

I’d put any upcoming apps in writing via email, tell the key worker last attendance day and then call that morning.