The customer, Evan Francis, has Fowler’s Syndrome, a urethral sphincter condition, and was barred entry to a disabled toilet until she showed the employee her catheter bag, according to national reports published last Friday (18 April).
The employee reportedly said: “You're not disabled,” the MailOnline reported.
The moment someone is asked to prove their disability, they have been failed, emphasised Martyn Sibley, co-founder of disability-focused marketing agency Purple Goat.
He told HR magazine: “HR leaders must ensure that frontline staff are trained in empathy, inclusive communication, and the understanding that many conditions, like Fowler’s Syndrome, are invisible but no less valid.
“Employees also need to feel they can disclose a disability without fear of judgement or penalty. That means embedding inclusion into policies and culture, from onboarding through to day-to-day management. Accessibility reviews, employee networks, flexible working policies, and proactive communication all play a role.”
Read more: Organisations should open their eyes and doors to disability inclusivity
A spokesperson for Greggs supplied a statement to HR magazine about the incident, part of which read: “We’re really sorry to learn that this customer request was not dealt with in line with our company policy. We will be taking steps to make sure all shop colleagues are aware of these policies to ensure this does not happen again.”
In order to ensure that staff are not discriminatory against those with hidden disabilities, HR leaders should emphasise that everyone within the company is valued, added founder of inclusion consultant, Unseen Aware and disability advocate Simon Houghton.
Speaking to HR magazine, he said: “HR needs to show their workforce that everyone is valued, irrespective of any disability, and that discrimination is not tolerated. Clearly articulating the policies, and ensuring all staff are aware is an important step.
“Educating staff on how to be allies, hearing from others what it is like to live with a given hidden disability, and fostering a more psychologically safe environment will go a long way to improving the conditions for staff to feel able to share their disability. There needs to be greater education, understanding and empathy towards colleagues, customers and visitors who may use disabled toilets, or ask for help due to their unseen disability or condition. Staff need to understand that, just because the person isn’t in a wheelchair, it doesn’t mean that they aren’t struggling, in pain, or in need of help.”
Francis was diagnosed with Fowler's Syndrome four months before the incident at Greggs last year, according to the MailOnline. Though the issue has since been resolved, she has revisited the experience to help raise awareness.
Read more: Disability Action Plan should offer more workplace support, say specialists
Chris Jay, managing director of disability training provider Bascule, emphasised the importance of training staff who engage with the public.
He told HR magazine: “Discrimination often stems from ignorance, misconceptions or inadequate training. When staff are equipped with knowledge and real-world experience related to disability, they’re better prepared to handle situations with empathy and insight. They become more attuned to the fact that certain behaviours may be linked to invisible conditions, and most importantly, they recognise that disability is not always visible, nor does it need to be proven.”
Robust protocol is essential when instances like this occur, disability and employment coach Joanna Hurry added.
She told HR magazine: “In cases of discrimination, promptly address the issue to respect the affected individual, conduct a thorough investigation, and take corrective actions that may include further training or policy revisions. Use the incident as feedback to enhance policies and training, preventing future occurrences and fostering an inclusive workplace.
“The incident at Greggs reminds us about the challenges faced by individuals with non-visible disabilities. It highlights the importance of proactive engagement and education regarding disabilities within their teams.”
