BY HANNAH COTTON
In August I took my two children to the Trafford Centre in Manchester.
Covid and the closure of High Street boutiques and brand names alike brought home how much I’d miss the retail experience I’d grown up with, despite my use of online shopping during the pandemic. The closure of Selfridges, a 112 year old store, was also a factor. It was where I bought my wedding dress, and high end make up - excessively extravagant and a once in a lifetime treat - and the physical shop was one I wanted my children to see for themselves following the news it too had fallen into administration. We walked the miles of shops, delighted at the delicious sweets in the Food Hall and filled the day making memories I hope will last.
Sadly, one thing struck me which I don’t want to be reminded of. It wasn’t the reduced footfall or lack of masks on many customers. It was the sporadic but frequently repeated messages over the tannoy system to “Respect staff and each other’. It became the audible drip, drip, drip of a reminder that my children are being raised in a society that has lost it’s ability to function with civility.
Sadly, this means I was also unsurprised to see my local GP surgery thank residents for their patience, whilst also asking them to respect staff and reduce the aggression they’re facing in a local Facebook group this week. Now I feel forced to conclude that there’s another crisis we need to address; can we heal angry Britain?
What has happened here to require shoppers and patients to be told to be civil?
In my TED Talk, #KillerStereotypes, I explore the notion of stereotypes, inequalities, #MeToo and the male suicide epidemic to ask whether we could accelerate progress by addressing them as allies, not opponents.
In it, I highlight the commonality between violence against self and others by drawing from the late James Gilligan, whose life was dedicated to understanding the cause of violence and who famously stated;
“I have yet to see a serious act of violence that was not provoked by the experience of feeling shamed or humiliated, disrespected and ridiculed.” ― James Gilligan
All violence stems from a feeling, a cause with violent effect. So, what causes influence shoppers in Trafford AND NHS patients in a GP surgery that a significant minority of individuals are unable to manage their emotions? What feelings underpin the violent responses to receiving services - be it retail or healthcare?
And critically, how can we heal these inabilities to create safe workplaces for those committed to helping others?
Faced with Facts and Feelings
I argue that there has been an ideological shift in leadership, decision making and media linking fears and feelings to preside over facts.
FACT: The NHS is not sustainably resourced
In this series of charts showing the impact on Nursing alone since 2010, it’s clear that the healthcare crisis has been building for over a decade, compounded by Brexit and therefore understandably strained by the pandemic. We have an ageing population, an ageing healthcare workforce, and despite targets set by government, we still face a shortfall. Our Prime Minister calls for higher salaries and better working conditions for - predominantly male - HGV drivers, so we know that financially incentivised supply and demand could be used to tackle this identical crisis. Yet we are still to see a similar discussion on improved pay and conditions for those working in the - predominantly female - healthcare industry. I’d hoped Covid would go some way to highlight gender inequalities for frontline staff, but it seems my hopes have been quashed.
FEELING:
The drip, drip, drip of promoted misinformation and xenophobia through Cambridge Analytica’s and Vote Leave’s targeted Facebook promotions in the run up to Brexit - with the £350 million a week being one of the most notorious lies - may now be weighing heavily on the minds of those conned by the current government’s manipulation of them. If you voted for something you can now see isn’t working, and are navigating complicated feelings linked with your past choices, change them at the next election. Don’t take them out on the staff on the receiving end now.
FACT: NHS Staff are Human
Covid has taken over 1,500 NHS and Healthcare workers during the pandemic, and we now know enough to say that this is significantly statistically higher because of the healthcare industry. We also know that the NHS suffers high staff turnover and low morale related to pay freezes, under staffing and ever-increasing targets. The erosion of the NHS is slowly becoming a self-fulfilling prophecy as the work and conditions force people out or make them ill, often creating an even more challenging environment to work in for those left behind. Mental Health is something mocked by some political classes, where a ‘stiff upper lip’ and ‘battle ready’ mindset are all you need to succeed in the healthcare warfare. But rising stress for healthcare workers doesn’t equate to better service and patients should recognise the significance the wellbeing of staff has to delivery too[1].
FEELING: NHS are ‘Heroes’ and ‘Angels’
When we idolise humans, when we stand on our doorsteps clapping their dedication, their work and their vocation, we legitimise the notion that they are rewarded. We selfishly and falsely soothe the notion that our gratitude is enough to warrant their pay, work and conditions. We feel as though we are recognising their worth, whilst not insisting that they are rewarded what they are worth. The starting salary of nurses is £25,655 whilst a Doctor starts their career with a salary of £28,808, plus tens of thousands of pounds of debt.
39% of nursing staff have missed meals to feed their family. It is not sufficient for those who have the vocation of keeping a country healthy to put food on the table, they must do it at a financial loss to themselves.
For those putting their feelings of gratitude before the fact that the basic needs of a workforce are not being met, I encourage you to pay your mortgage with feelings.
Healing Angry Britain
James Gilligan made it clear that violent behaviour is a human choice, one which can be learnt or unlearnt by learning how to manage our feelings. We learn behaviour and unlearn behaviours all the time, and media is often used to showcase role model behaviours; good and bad.
So, when we have big media names promoting violence against NHS staff, and the Leader of the Commons lying about face to face appointments, one must wonder, what choices have we, the electorate, made to think these choices shape a Britain we can be proud of?
In sum, if you are someone bullying, harassing and abusing staff you are just demonstrating that you are unable to control your emotions. Please consider putting the feelings of those dedicating themselves to serve you, instead.
As times change and we look through rose tinted glasses to the “good old days” of the past - when we had department stores with chandeliers and a well staffed and resourced NHS - consider what British values truly mean to our past and future growth.
To heal angry Britain, elect role models of British values.
Medicate with media chosen with care.
[1] NHS data published in Abi Rimmer, ‘Staff stress levels reflect rising pressures on NHS, says NHS leaders’ British Medical Journal, 360: K1074, 6 March 2018.
