Author: Denise Hutton-Gosney, MD and Founder of Razzamataz Theatre Schools
As a theatre school owner and franchisor for more than 20 years, I feel pretty confident that I know what good customer service looks like. But I’ve never walked in another person’s shoes. That was until 2016, when my youngest son Lewis, who was just two, was diagnosed with a potentially life-threatening illness, type 1 diabetes (T1D). He has a very complicated care plan with a team of health professionals. As parents, we have had to quickly understand complex dietary requirements, learn how to inject insulin, test blood glucose levels and balance many different hospital appointments. This is also a 24/7 condition so broken sleep became part of our routine.
With time and understanding more about T1D, he has made excellent progress and while it will always be in our lives, we are learning to live with it. Diabetes is classed as an ‘unseen disability’ under the Equality Act. This is to protect against discrimination, but unfortunately, we have found time and time again, it simply doesn’t. Lewis has been refused entry to kids’ activities and private tutoring and now that he is six, he is becoming much more conscious of the fact that he is different from his friends. Having to wear a sensor, not being free to eat freely at a party and the constant checking of his levels are all things he takes in his stride. But to be refused entry at a club is too confusing for him.
As a parent, when Lewis attends a club or activity, I have always volunteered to be within sight so I can monitor his sensor and give him an insulin injection (via an insulin pump which is attached to him 24/7 on a canula) should he need one. I wouldn’t expect, nor would I want, anyone who wasn’t trained to deliver insulin; it is not straightforward to understand his ever changing needs, and I wouldn’t put that responsibility on anyone else.
Lewis has a very complicated care plan but that doesn’t stop him loving his sports and going to Razzamataz Carlisle. The team at Razzamataz ensure that his disability doesn’t impact his ability to join in or single him out as being different in any way. As a parent I really appreciate the way they listen, understand and are sympathetic to our needs. They make me feel welcome by offering me a lovely seating area and coffee and the teaching assistant will come and get me if his alarm goes off so I can administer the medication that he needs; whether that be insulin or glucojuice (which we use to treat a hypo). These may seem like small things but as a parent with a SEND child, they really mean the world.
And I know that all parents of SEND students get the same treatment across Razzamataz schools. Whether it is a physical, mental or emotional disability, we work with the parents to develop a care plan to ensure that each child is fully supported.
During Covid, the rules around who is allowed into a building are not straightforward. For SEND parents, this is another barrier for their child and could possible lead to exclusion from activities that they love. While I totally accept that people don’t always understand how dangerous diabetes can be and how quickly a child can fall into the danger zone, what I find disheartening is the poor response that I get when I try to explain.
As a business owner, I believe that customer service must be the top priority. In my sector, parents and families are entrusting us with their children, so any concerns they have must be taken extremely seriously. In the past, when I’ve voiced my concerns, they have often been brushed off or totally disregarded. This ultimately means that Lewis cannot attend because it is not safe for him to do so.
Recently, I shared my concerns with a leader of a sport’s group. The initial response was that I was making a bit of a fuss over nothing because other people who attend sessions had diabetes. When I asked for a bit more detail, I was told that the other sufferer was a 50-year-old man. Of course, this is very different because he has learnt to manage his condition but at the age of just six, Lewis is clearly not able to.
My first thought was that I would probably have to remove Lewis as this wasn’t going to be a safe environment but to his credit, the leader went away and did some research. He put me and Lewis as customers at the top of his to do list, which is something that I would also do.
I’m extremely committed to raising awareness about the huge challenges that come from being a SEND parent, which is why it is such a focus in our schools and why we also have many parents as franchisees. Our ethos is always to put people and family first; we have created Razzamataz so each franchisee can flexible work around their family. Of course, it is never easy to strike the perfect live/work/home balance but we do a pretty good job. That is why so many of our franchisees have been with us for more than ten years and the vast majority renew their franchise agreement every five years. We also have many franchisees who are SEND parents themselves, so we are constantly in conversation with them to ensure that we continue to make the customer experience the best it can be.
I’ve learnt so much from being Lewis’s mum. Although it has been incredibly hard, it has also meant that I understand exactly how it feels to be a parent that doesn’t believe they are receiving good customer service. That is something that I never want any parents who send the children to Razzamataz to feel.
All of our Principals at Razzamataz are extremely committed to giving every student the opportunity to shine. From managing complex medical conditions to dealing with emotional and stress related mental health issues, the support is improving young lives on a daily basis.
Hear from our SEND parents
Razzamataz Bognor: Student Michaela, type 1 diabetes. Mum Helen McGahey says: “It has been a steep learning curve for us as a family but she has amazed us every step of the way with her resilience. Technology has played a big part in helping us monitor her closely and importantly, she has been able to carry on doing all the things she enjoys including Razzamataz. Having moved to the Juniors class, she can enjoy two and a half hours of dance, drama and singing whilst managing her blood glucose with the support of the wonderful staff who have embraced learning about type 1.”
Razzamataz Sheffield: Student Josh, severe learning difficulties and autism. His mum says: “I feel that Razzamataz has enabled him to improve on valuable life skills such as his confidence, independence and general social skills, whilst enabling him to do an activity that he really enjoys.”
Razzamataz Yeovil: Parent Bern Bulman says: “Razzamataz Yeovil have been a truly inclusive team. They have developed my two children’s confidence and skills in a very supportive, social and fun way. We were thrilled to see the summer performance which had inclusivity at its heart, throughout its themes and demonstrated in its practice.”
Razzamataz Bristol North: Student Poppy, ADHD diagnosis. Parent says: “Poppy’s confidence has grown and grown since she has been attending Razzamataz, and the teachers work with her to help her to concentrate and recognise her boundaries, which she can find difficult. She does suffer from anxiety, but again the teachers are aware that this is part of who she is and help her deal with the run up to performances. Razzamataz has been great for Poppy, giving her lots of different opportunities, and allowing her to be herself and grow in confidence and resilience.”
Razzamataz Bristol South: Jessica, cerebral palsy. Mum Laura Potter says: “Jessica has severe symptoms of double incontinence, uncoordinated chew and swallow, right sided weakness and sensory perceptions problems. On the first session I explained all of the problems with Jess and she was taken straight away and placed in a class. In the last year and a half that Jess has been at Razzamataz her confidence and ability has grown more than I ever hoped. Jess has been included in all of Razzamataz activities. The biggest thing for me was the end of year show, I wasn’t sure how Jess was going to take part. With her having high dependency on nappies which includes frequent bowl movements I couldn’t see it possible for her to take part. However, her teacher, a trained nursery nurse and someone Jess had built an amazing relationship with, offered to change her so she could take part. I’ve never been so touched by a private organisation going over and above to include and support my child’s needs.”
Razzamataz Leeds: Parent Emma Fritz says: “Our daughter is very fortunate to attend such a supportive and fun group. Jude and Phil have looked after our little girl from day one, understanding her various medical and behavioural needs and adapting what they do where necessary. From attendance of rescue medication training to having meetings of how we can adapt her day to make sure she is safe at all times and can fully immerse herself in activities, Jude and Phil have allowed our daughter to become more independent.”
Useful resources
Diabetes UK: https://www.diabetes.org.uk/
JDRF: https://jdrf.org.uk/
Read more
Find out more about the work Razzamataz Theatre School do to support all students.
https://www.razzamataz.co.uk/razzamataz-offers-support-for-send-children-and-families/
https://www.razzamataz.co.uk/why-every-child-is-special/
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