FOR most people, Friday is a day to rejoice as it heralds the weekend. We can let loose and do whatever we want to relax and recharge.
However, last Friday, November 19, was a day full of grief for me. I was on the way to meet friends, C and T, for lunch at The Podium, but as I alighted the cab and stepped down from the curb, my sneaker got caught in a raised portion of the matting laid out on the floor. Through sheer momentum, I âflewâ and landed on the step toward the entrance. My mouth hit the top of the step, and my entire chest and left hand landed forcefully on the stepâs sharp 90-degree angle.
I got the wind knocked out of me, and while the security guards of the mall quickly came to my aid, I had to tell them to let me rest on that step awhile so I could completely regain my senses. (The matting is used to mainly hide the wires and cables that run from inside the mall, where the electric outlets are, to the taxi curb, so the mall could set up lights and cooling systems for its al fresco dining area.)
I rang C and T to tell them I would be a bit delayed as I took a spill outside. Thereafter, I texted an SM official to tell him to please instruct his staff to fix the matting because I just had an accident and would probably need to see a doctor. The official apologized for what happened, thanked me for informing him of the matter, adding that he would tell the area manager to address it immediately.
I proceeded to lunch with C and T, and was just thankful I was having steak to comfort my gadawful pain. Kudos to Mamou Primeâs waitstaff who escorted me to their restaurant, immediately offered to carry my bag and get a bag of ice to ease my throbbing, soon-to-be-swelling hand.
Soon enough, SMâs area manager came to see me to apologize for what happened, and assured me they would immediately fix the matting at the entrance to prevent future accidents from happening. When he left, C immediately said, âHe didnât even leave his card or tell you to contact him in case you needed anything.â I could only look up to the sky. (C has long been in the public relations profession, and this kind of poor customer handling was just too glaring.)
The nurse, by the way, took some time to arrive as apparently The Podium has no medical clinic, and she had come from SM Megamall. She tried to put a splint under my fingers, bandaged it poorly, and as I said I would probably need to see a doctor and get an X-ray, the mall CRS (a higher-ranking security guard) with her offered to take me to the doctor. It only meant he would transport me to the medical facility. I sighed in displeasure.
I suppose the CRS guy noted my reaction and reported this to his bosses, because not long after, the mall manager, a thirtysomething girl, came to the restaurant and this time offered to actually get me checked up and my aching body parts X-rayed. (She said she had already been with the area manager earlier to see me. I didnât remember her, frankly, because she didnât speak.)
Departing The Podium, the mall representatives showed me that they attended to my complaint immediately and had taped down the matting so it was now flat and smooth. I rode in their van-dressed-up-like-an-ambulance to get procedures done at Keralty Clinics. (Thank you to Dr. Siapno for explaining the X-rays to me, and I was just so glad I didnât have any broken bones despite the physical trauma I had experienced. But she told me to put a warm compress on my hand so the swelling would go down, and prescribed painkillers warning me I would hurt for the next few days.)
After what seemed an eternity, I finally was able to get a cab to bring me home. I thanked the SM official via text for having assisted in the medical checkup and procedures. He responded, âThatâs the least we could doâ and apologized once more for the incident.
By the way, since my accident Iâve been made aware of other incidents in the mall, with my sources claiming there were no proper protocols followed to help victims and give them immediate medical relief. To be frank, if I were just an ordinary mall customer and didnât have the mobile number of certain SM officials, Iâd be left to my own devices. In fact, no one from the mall bothered to check on me the next day, like, if I even made it home alive. (Thankfully, C did as well as my other friends and family.)
As I write this, I do so slowly as my left hand continues to be in pain, although the swelling has significantly gone down. My entire chest is still black and blue, with angry and intense bruises. Breathing in causes a slight pain in the middle of my chest.
Three days after the accident, I was contacted by SMâs internal publicist, a nice Ilongga, to ask what else they could do for me. On Wednesday, The Podium management sent me a nice gift basket from Terryâs, no doubt prodded by SMâs PR gal. âWishing you good health and a speedy recovery,â read the card written in a womanâs hand. Thanks.
But guess what? I feel like preaching:
Mall owners must ensure their establishments are safe, and in case of accidents, implement first-aid measures or emergency protocols to alleviate the pain and anguish of the victim. For one, there should be a medical clinic and regular medical staff on duty.
Establishments, whether these be malls, restaurants, banks, government or private offices, etc., should train their staff to focus on ensuring the immediate comfort of the injured party, instead of figuring out how to escape culpability.
Companies should train their staff, especially those occupying management positions, in social graces. Surely, there must be some other way of striking up a conversation with injured parties outside of noticing oneâs mobile phone theme, or giving a rundown of the establishmentâs current promotions.
If you are an accident victim, demand to receive proper medical attention and aid from the establishmentâs management.