The reports of widespread violence against NHS staff released over the weekend, which many of you will have seen, were abhorrent.
These are the individuals who care for us when we’re unwell, provide the support that many people need to lead full lives, and are the difference between life and death every day. And let’s not forget the many doctors, nurses, and support staff who put their own health on the line to help others during the pandemic.
Yet, for whatever reason, this level of abuse somehow seems to have become normalised or considered “just part of the job”.
As an institution that’s part of the fabric of the UK, this NHS case study holds a particular insight into the challenges many are facing. But unacceptable levels of abuse are the sad reality for many in public-facing roles – people who dedicate their time and energy to serving us as consumers and citizens – in all types of business and sectors, from parking wardens to transport operators to telecoms.
The latest figures on abuse
Our latest research on the abuse of customer-facing workers tells a compelling story of the need for change.
The findings show that 42% of frontline workers have experienced customer hostility in the past six months. Of those who have experienced verbal hostility, the number also facing threats of physical violence is the highest ever recorded at 22%.
Within this, one in four (26%) frontline workers experiencing abuse has taken time off as a result – the highest since we started asking the question in September 2023 as part of our long-running tracker survey. Of those who have taken time off, they’re absent for an average of seven days. This shows the financial impact on business and the economy, beyond the personal pain and distress this problem causes.
Compounding this, 40% of UK workers now consider customer violence and abuse too frequent to be worth reporting. At the same time, 35% are considering leaving their jobs due to aggressive behaviour, posing significant productivity issues.
These findings are a clear signal that this is not merely a workplace challenge, but a growing societal issue. It’s an all-encompassing problem that threatens the lifeblood of our economy and the society we live in. We are a Service Nation, after all.
A collective issue requiring a collective response
This country’s failure to treat the service we receive every day with the same respect and to grant the protections it deserves is troubling. It demands urgent attention from the Government, businesses, and the public.
We need to take all sectors into account, from retail and hospitality to banks and public services, and be firmer in our day-to-day response. This means making sure that incidents are taken seriously and that the support and infrastructure for reporting abuse is in place, giving staff the tools to diffuse difficult situations, calling out unacceptable behaviour, and raising standards as a society.
Alongside this, the Institute continues to call for much-needed legislative change, to provide legal and policing clarity, a robust deterrent and, importantly, better data on the prevalence of the issue.
Our aim is to see levels of violence and abuse towards service workers drop considerably, and we will push for action through our Service with Respect campaign for as long as we need to. A big thank you once again to all the 360+ organisations and parliamentarians who have thrown their support behind our campaign.
This is a collective issue, and we need to come together to make a genuine difference. So if your organisation wants to see change on this, and isn’t already a supporter, please consider signing up in support of our campaign. Together we can protect our indispensable frontline workers and ensure that the service economy thrives.
Together, through a focused approach on this important area, we can make a difference for all.
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