[nagdu] Consumer Satisfaction Survey

Pickrell, Rebecca M (TASC) REBECCA.PICKRELL at tasc.com
Thu Apr 19 14:07:18 UTC 2012


oh wow, this is just terrible.
Why did they believe your ex who sounds like was making a grudge call?

That's just not right. Fine to listen to what he had to say, not fine to take his side especially given the circumstances.

-----Original Message-----
From: nagdu-bounces at nfbnet.org [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Marsha Drenth
Sent: Thursday, April 12, 2012 8:10 PM
To: 'NAGDU Mailing List, the National Association of Guide Dog Users'
Subject: Re: [nagdu] Consumer Satisfaction Survey

All,

I had a bad experience with GDB. I got my first guide, heather from them in
2004. At the time I had just lost my vision, and was married to my ex
husband. My ex-husband and I divorced in 2007. In those 3 years there were a
lot of changes in my life and Heather's. We went from living in the burb to
the inner city, from being driven in a car to riding public transportation,
from being a stay at home mom. Walking my kids to and from school, working
the guide in the grocery store and other short trips, to a full time student
with a full time job. Those were the physical changes, the emotional toll it
took on both of us was tremendous. After three years, she had no desire to
work, she should have never been a guide. We had problems from the start,
but I didn't know better. GDB listened to my ex-husband, in that I abused my
Heather. I had to retire her, I could not take care of her, and so I was
forced to return her. She was sent back, and I was never told, after asking
many times what happened to her. Yes folks they believed my ex-husband, that
I was abusing her. When I applied for a second guide, they said because I
had abused Heather they would not give me another pup. In addition, because
of my lifestyle, I was too busy and they did not have a dog who could keep
up with me. I never abused Heather, nor have I ever Emma, my current guide.
I applied to TSE, and was accepted, they knew what went on, and they didn't
have any issues with it.

So because I had that issue, doesn't mean I think they are a bad school. I
even tell perspective guide dog users that the two best schools are GDB and
TSE. I tell them that because those are the two that I know any thing about.


So yes there are stories out there.

Marsha


-----Original Message-----
From: nagdu-bounces at nfbnet.org [mailto:nagdu-bounces at nfbnet.org] On Behalf
of Nicole B. Torcolini at Home
Sent: Thursday, April 12, 2012 11:38 AM
To: NAGDU Mailing List,the National Association of Guide Dog Users
Subject: Re: [nagdu] Consumer Satisfaction Survey

Also, there seems to not be as many bad stories about GDB. Maybe we just
have not heard about them. As I probably have said in previous threads, I
have never heard of a case where GDB denied ownership.

Nicole

----- Original Message -----
From: "Laurel" <laurel.stockard at gmail.com>
To: "NAGDU Mailing List,the National Association of Guide Dog Users"
<nagdu at nfbnet.org>
Sent: Thursday, April 12, 2012 8:10 AM
Subject: Re: [nagdu] Consumer Satisfaction Survey


> True. I told her about this and she also spoke with several GDB people
> about it explicitly. She told me that she doesn't mind the waiting one
> year to officially own the dog if it means that she can go to a school
> that can work with her better, and treat her better than Southeastern.
> She specifically discussed her situation with Southeastern with the
> GDB staff, and told them about her needs for a dog, and because they
> are willing to work with her and because she knows several handlers
> from GDB she feels comfortable with it. Of course, if she changed her
> mind it's ok too, but I think the biggest issue for her is just being
> able to have a successful partnership and a school that will support
> her.
> Laurel and Stockard
>
> On 4/12/12, Pickrell, Rebecca M (TASC) <REBECCA.PICKRELL at tasc.com> wrote:
>> You may want to explicitly remind her of the policy. I trust she can make
>> her own decisions, it just sounds like a bad option given her experience.
>> Remember, she had the same warm and fuzzy feelings about Southeastern and
>> now she is devistated by the actions she believes them to have taken.
>>
>> A surefire way to prevent this is to only look at schools that give
>> ownership right away.
>>
>>
>> -----Original Message-----
>> From: nagdu-bounces at nfbnet.org [mailto:nagdu-bounces at nfbnet.org] On
>> Behalf
>> Of Laurel
>> Sent: Thursday, April 12, 2012 10:58 AM
>> To: NAGDU Mailing List, the National Association of Guide Dog Users
>> Subject: Re: [nagdu] Consumer Satisfaction Survey
>>
>> Yes she does, but GDB allows people to apply for ownership (for free)
>> after they have been a team for 1 year. I own Stockard. /grins/ I
>> think they do this just to make absolutely sure that if something goes
>> wrong in the first feew months, they can do a dog swap or retrain. And
>> that the person's not stuck with the dog if it doesn't work out.
>> Usually, like 95% of the time, it's never an issue because the match
>> is great! After a year of working with Stockard, I applied for
>> ownership, the whole process took me all of 5 minutes, and she's my
>> girl officially.
>> I don't think Jenny, my friend, has a problem with that at all.
>> Laurel and Stockard
>>
>> On 4/12/12, Pickrell, Rebecca M (TASC) <REBECCA.PICKRELL at tasc.com> wrote:
>>>         It's interesting that she chose GDB as they do not grant
>>> ownership
>>> upon graduation.
>>>
>>> Does she know this?
>>> GDB is a fine school. It just seems that given her experience, and the
>>> way
>>> it has upset her, she'd go to a school that granted ownership upon
>>> graduation.
>>>
>>> -----Original Message-----
>>> From: nagdu-bounces at nfbnet.org [mailto:nagdu-bounces at nfbnet.org] On
>>> Behalf
>>> Of Laurel
>>> Sent: Wednesday, April 11, 2012 11:44 PM
>>> To: NAGDU Mailing List, the National Association of Guide Dog Users
>>> Subject: Re: [nagdu] Consumer Satisfaction Survey
>>>
>>> Thank you so much. She isn't having problems with this particular
>>> issue anymore because she does own the dog. She just needs to find a
>>> place to "place" him. She called me earlier this evening and has
>>> decided to move foward with GDB. A GDB person called her back and
>>> spoke with her and so she's going to move foward with that, which is
>>> good. Her biggest problem now is finding a home for Brooks, and
>>> dealing with the grief, anger and pain and spiteful comments from
>>> others, as I've said before. I'll pass this on to her, and she wants
>>> me to tell you that she really appreciates the support, and because
>>> she's moving foward and planning to get a guide again, she plans to
>>> join the list either tomorrow or Friday.
>>> Laurel and Stockard
>>>
>>> On 4/11/12, Marion Gwizdala <blind411 at verizon.net> wrote:
>>>> Here is the Guide Dog Consumers' Bill of Rights attached.
>>>>
>>>> Fraternally yours,
>>>> Marion
>>>>
>>>>
>>>> ----- Original Message -----
>>>> From: "Larry D. Keeler" <lkeeler at comcast.net>
>>>> To: "NAGDU Mailing List, the National Association of Guide Dog Users"
>>>> <nagdu at nfbnet.org>
>>>> Sent: Wednesday, April 11, 2012 4:33 PM
>>>> Subject: Re: [nagdu] Consumer Satisfaction Survey
>>>>
>>>>
>>>>> Where do you find the bill Marion?
>>>>> ----- Original Message -----
>>>>> From: "Marion Gwizdala" <blind411 at verizon.net>
>>>>> To: "NAGDU Mailing List, the National Association of Guide Dog Users"
>>>>> <nagdu at nfbnet.org>
>>>>> Sent: Wednesday, April 11, 2012 3:32 PM
>>>>> Subject: Re: [nagdu] Consumer Satisfaction Survey
>>>>>
>>>>>
>>>>>> Rebecca,
>>>>>>    the Guide Dog Consumers' Bill of Rights addresses this issue. In
>>>>>> Section 4, entitled "Confidentiality", it states,
>>>>>>
>>>>>> a.       Individual consumers shall have the right to access any and
>>>>>> all
>>>>>> of the information gathered or collected about them by the guide dog
>>>>>> training program and contained in their files.
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>> Fraternally yours,
>>>>>> Marion
>>>>>>
>>>>>>
>>>>>> ----- Original Message -----
>>>>>> From: "Pickrell, Rebecca M (TASC)" <REBECCA.PICKRELL at tasc.com>
>>>>>> To: "'NAGDU Mailing List, the National Association of Guide Dog
>>>>>> Users'"
>>>>>> <nagdu at nfbnet.org>
>>>>>> Sent: Wednesday, April 11, 2012 2:54 PM
>>>>>> Subject: Re: [nagdu] Consumer Satisfaction Survey
>>>>>>
>>>>>>
>>>>>>> Can the NAGDU bill of rights address schools that share information
>>>>>>> without sharing it with the person it concerns?
>>>>>>> That seems wrong on so many levels.
>>>>>>>
>>>>>>> -----Original Message-----
>>>>>>> From: nagdu-bounces at nfbnet.org [mailto:nagdu-bounces at nfbnet.org] On
>>>>>>> Behalf Of Marion Gwizdala
>>>>>>> Sent: Wednesday, April 11, 2012 1:38 PM
>>>>>>> To: NAGDU Mailing List, the National Association of Guide Dog Users
>>>>>>> Subject: [nagdu] Consumer Satisfaction Survey
>>>>>>>
>>>>>>> Dear All,
>>>>>>>    There is another element to this issue. I know there are programs
>>>>>>> that
>>>>>>> would have no issue retaliating against a consumer by giving a
>>>>>>> negative
>>>>>>> evaluation should a person apply to another program. Some programs
>>>>>>> keep
>>>>>>> their records confidential even from the consumer, asserting the
>>>>>>> information
>>>>>>> is "privileged", belonging to the program, not the consumer. I
>>>>>>> believe
>>>>>>> this
>>>>>>> is quite problematic and that information about an individual should
>>>>>>> be
>>>>>>> accessible by the individual about whom the information concerns.
>>>>>>>    One way NAGDU is hoping to provide information about consumers'
>>>>>>> experiences with training programs is through our
>>>>>>> soon-to-be-released
>>>>>>> Consumer Satisfaction Survey. This survey will allow consumers to
>>>>>>> provide
>>>>>>> anonymous, confidential evaluations about their training programs
>>>>>>> without
>>>>>>> fear of retaliation. The survey questionnaire has been finalized and
>>>>>>> we
>>>>>>> are
>>>>>>> hoping it will be available online in the next month or so.
>>>>>>>
>>>>>>> Fraternally yours,
>>>>>>> Marion Gwizdala, President
>>>>>>> National Association of Guide Dog Users (NAGDU)
>>>>>>> National Federation of the Blind
>>>>>>> 813-626-2789
>>>>>>> President at NAGDU.ORG
>>>>>>> HTTP://WWW.NAGDU.ORG
>>>>>>> ----- Original Message -----
>>>>>>> From: "Marsha Drenth" <marsha.drenth at gmail.com>
>>>>>>> To: "'NAGDU Mailing List, the National Association of Guide Dog
>>>>>>> Users'"
>>>>>>> <nagdu at nfbnet.org>
>>>>>>> Sent: Wednesday, April 11, 2012 8:56 AM
>>>>>>> Subject: Re: [nagdu] Tell the whole truth
>>>>>>>
>>>>>>>
>>>>>>>> Tracy,
>>>>>>>>
>>>>>>>> I think a lot of us would like the same. The good and bad about a
>>>>>>>> school
>>>>>>>> to
>>>>>>>> be aired out. The problem with this is that, not all people can
>>>>>>>> give
>>>>>>>> good
>>>>>>>> and bad with out being defensive about it, thus being very
>>>>>>>> emotional
>>>>>>>> about
>>>>>>>> it. There are those guide dog users who are very very loyal to
>>>>>>>> their
>>>>>>>> school,
>>>>>>>> and will not admit that their school does any wrong.
>>>>>>>>
>>>>>>>> I am going to keep an eye on this thread, as much as I would like
>>>>>>>> to
>>>>>>>> say
>>>>>>>> that we should talk about the bad and the good, I do not want this
>>>>>>>> list
>>>>>>>>
>>>>>>>> to
>>>>>>>> become a bashing school list. So if we are going to discuss the
>>>>>>>> good
>>>>>>>> and
>>>>>>>> bad, people MUST be adults. I reserve the right to come in and stop
>>>>>>>> this
>>>>>>>> thread at any point.
>>>>>>>>
>>>>>>>> So discuss away...
>>>>>>>> Marsha, Moderator
>>>>>>>>
>>>>>>>>
>>>>>>>> -----Original Message-----
>>>>>>>> From: nagdu-bounces at nfbnet.org [mailto:nagdu-bounces at nfbnet.org] On
>>>>>>>> Behalf
>>>>>>>> Of Tracy Carcione
>>>>>>>> Sent: Wednesday, April 11, 2012 8:32 AM
>>>>>>>> To: nagdu at nfbnet.org
>>>>>>>> Subject: [nagdu] Tell the whole truth
>>>>>>>>
>>>>>>>> Laurel, just as an example,  says she doesn't want to do school
>>>>>>>> bashing,
>>>>>>>> and I think many people feel this way, but, if people only give the
>>>>>>>> positive parts of their experience with a school, and none of the
>>>>>>>> negatives, it doesn't give a true picture.  If I were looking for a
>>>>>>>> training program, I'd want to know about bad experiences, as well
>>>>>>>> as
>>>>>>>> good.
>>>>>>>> For example, if more than a few people from school X end up
>>>>>>>> returning
>>>>>>>> the
>>>>>>>> dog in less than 2 years, I'd want to know about that.  If several
>>>>>>>> days
>>>>>>>>
>>>>>>>> of
>>>>>>>> training were spent hanging around the mall, I'd want to know that,
>>>>>>>> too.
>>>>>>>> It was part of what I really liked about Gary's writing about his
>>>>>>>> school
>>>>>>>> experience--he wrote about the annoying stuff, as well as the good.
>>>>>>>> I'm not interested in what happened to so-and-so 10 years ago.  I'm
>>>>>>>> not
>>>>>>>> much interested in hearsay, either.  "A friend of a friend...",
>>>>>>>> nah.
>>>>>>>> I understand the desire not to air dirty laundry in public; I
>>>>>>>> really
>>>>>>>> do.
>>>>>>>> But, in its darkest aspect, that's how abuse goes on--no one wants
>>>>>>>> to
>>>>>>>> say
>>>>>>>> anything about it. Not that I'm accusing any school of abusing
>>>>>>>> students;
>>>>>>>> it's just one end of a continuum.
>>>>>>>> If someone has had a bad experience, I have no problem with them
>>>>>>>> naming
>>>>>>>> names.  I don't think that's bashing; it's just letting other know
>>>>>>>> so
>>>>>>>> they
>>>>>>>> can make informed decisions.
>>>>>>>> And, if someone has something negative to say about my beloved
>>>>>>>> school,
>>>>>>>> I
>>>>>>>> promise to take a deep breath, not get defensive, and consider what
>>>>>>>> they've said.
>>>>>>>> JMHO.
>>>>>>>> Tracy
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> _______________________________________________
>>>>>>>> nagdu mailing list
>>>>>>>> nagdu at nfbnet.org
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>>>>>>>> for
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