Thank you for conceeding the point about bad employers and management practices. The horrendous low pay and long hours, the lack of appropriate support and training, the punishing blame culture, and the contract underbidding scandals all have a huge negative impact on customer service and staff morale.
I particularly appreciate your reversal from your previous article in that you now accept that the negative staff behaviours are a minority.
Both need to be tackled, but surely a well funded well managed service, with employers that truly invest in and value staff will assist in removing the rogue employee far better than pilloring all staff for the actions of a small minority.
Well done Helen on being big enough to correct what was such an unecessarily inflamatory article.