The hurt over a simple glass of water that can save a life. I couldn’t comprehend either understand why a services assistant manager was so horribly unkind to me why she refused me a glass of water which I thought was a basic human need.

💩💩 My agender was to get something to eat I was in of needed a quick glass of water as it was a hot day and I started to feel a little under the weather extremely thirsty. I asked for a quick cup of water first before I was able to make a choice of what food I was going to purchase, food I planned to eat hence why I walked into McDonald’s just like any other day except this day was different because I asked for a cup of water before my meal.

The assistant manager refused to give me a cup of water that would help me in my time of need and her vocal tone and dismissive manners upset me in front of all the other customers, I felt completely humiliated and ashamed she didn’t have time to talk neither did she talk quietly, to me she just blurted out her own choice of words very loud

No its managers’ discretion” she then walked away from the till leaving me without an explanation as to why on earth would you deny water to a human being especially when it was explained I had diabetes?

I needed that answer in order for my mind to understand the reasoning from what I had been taught about the need for water when feeling unwell, I needed to understand why I was refused water in my time of need as I have never come across anyone in the UK being refused water before so I was confused. I asked for their policy as the staff member in question stated it was policy to refuse water. I asked to see those words written in black and white to which she then stated the following:

“it’s not in our policy and I don’t have to give you water not even if you need to take medication, quickly go to the council office they would give you water for free”

The council’s office is about 5 minutes away and I’ve not seen a tap in there other than the ones in the toilet. Her comment felt dismissive she had no empathy and no consideration and certainly no discretion which further upset my state of mind.

I was so upset the way I was treated very demoralising and to think I used to work for them in 1990.

My anxiety levels escalated and I started to tremble  feeling much worse than when I entered McDonald’s in the first place, trying to control a panic attack hurt and anger I hurried out of the busy restaurant to grab some air and bumped into a friend who gave me time to talk and lucky for me she had bottle of water on her that she just purchased from the hotdog stand.

My Emotions are highlighted for the basis of education

I base my feelings solely on my emotions and the action of others towards me which determines whether I isolate myself away from harm because of fear and hurt experienced in the past from others. I have in the past self- harmed because of the pain I feel when  I am being mistreated or if  I’m being bullied by others. I felt embarrassed, degraded, humiliated and used.

I felt I was being used for my money but not valued as a human being who was simply in need of a cup of water, feeling hurt and used because I spent  ÂŁ10 in there the day before and still had the receipt on me to prove that I do by food when entering their restaurants. I also felt excluded and singled out as if I wasn’t good enough, I felt as if I did not fit in maybe it was my hight, maybe it was my skin tone, maybe it was my looks maybe it was the way  she did not understand my speech or just my overall appearance or maybe Just Maybe she was stressed and suffering from her own mental health I was left confused either way.

I judged myself and was searching in my head for reasons why she took a dislike to me, why was her approach towards me so mean and in front of so many people? What hurt me is she didn’t understand how I was feeling emotionally and physically and her unkind nature made me feel like vermin. I instantly felt that I wasn’t good enough to be a part of the community. It took about an hour to get over my panic attack and my anxiety levels where sky high I was feeling so distressed and spent the whole evening overthinking and worrying about how I looked how I came across and  if I did something wrong but I also reasoned with myself and thought how cruel this situation is to people who have an illness being denied a simple glass of water so.

I am a 47-year-old man with manners and respect for human life and the way I was spoken to was disrespectful even dogs get free water and get treated better than I was. Seems like if your unwell or diabetic it is a possibility you could now suffer at the hands of McDonald’s hmm “I’m not loving it”

It would be courtesy and common practice to display policy in regards to refusing water before entry to avoid any unnecessary stress or misunderstanding.

It’s very difficult to be taken seriously when you have mental health the stigma attached can be so unkind to the person who is suffering ill health. People only see the word mental health but not the illness.

I asked the MOM Project to be my voice of reason and to help me with communication so that I am not seen as a trouble maker for making a complaint to which I feel is truly justified.

MOM has since written on my behalf to the establishment to educate and express my views on such an issue that affected my mental health and maybe others if mistreated in the way I was. We await to see how McDonald’s will put this right for the benefit of the community so that they are never afraid to simply ask for a cup of water.


Dear Mcdonalds in Suffolk,

Mind Over Matter would like to express that it is important for front of house workers to  recognise and understand medical needs  as duty of care to the public because refusing a simple cup of water can make all the difference between  life and death.

We understand that mental health is not always visable to the eye and we do understand that not everyone would have experinced Mental ill health so may not understand the underlying reasons therefore it would be beneficial that all staff are educated & understand mental ill health and in this case learn a little around Diabetes. 

Did you know that drinking water can help to lower high blood glucose levels? and did you know If type 2 diabetes goes untreated, the high blood sugar can affect various cells and organs in the body include kidney damage, often leading to dialysis, eye damage, which could result in blindness, or an increased risk for heart disease or stroke?

It would beneficial to try recognises and understand illness rather than staff members having no patience or empathy with customers they interact with on a daily basis. Mr Sharvey was completely distressed when he called to explain the day’s events and…….

Dear Mind Over Matter Project,

Thank you for your time on the phone discussing your feedback on our Street Restaurant in Suffolk.

On this occasion, we have unfortunately made an error in judgement and refused water.

Please be reassured we are doing a lot of training around mental health to further support both our employees and customers.

I will personally be addressing your feedback with the team to help ensure that there is no reoccurrence moving forward.

As agreed I have enclosed a printable voucher to be used once for four Extra Value meals in one of our  Restaurants to use as part of your up and coming fundraising event.

Again please accept my sincere apologies and we look forward to welcoming you into one of our Restaurants soon.

Kind Regards

Mc Donalds


Dear Mcdonalds, we are satisfied with your response and accepts your apology we are delighted to know you’re going to be doing a lot of training around mental health, therefore, we are satisfied with this outcome and your understanding. Mr Sharvey stated that your response has removed a little of his fear from entering your store again and states your response has restored back a little faith knowing that this will never happen again and he states he is “loving it”

Thank you for your time and understanding with the overall situation we can now confirm this matter is now closed.

“Don’t put off till tomorrow what you can do today. Because if you enjoy doing it today you can do it again tomorrow,”

A Quote from Mr Sharvey

What is Diabetes?

Diabetes is a lifelong condition that causes a person’s blood sugar level to become too high. There are 2 main types of diabetes: type 1 diabetes – where the body’s immune system attacks and destroys the cells that produce insulin.

Common warnings signs of diabetes include:
  • Increased thirst.
  • Increased hunger (especially after eating)
  • Dry mouth.
  • Frequent urination or urine infections.
  • Unexplained weight loss (even though you are eating and feel hungry)
  • Fatigue (weak, tired feeling)
  • Blurred vision.
  • Headaches.

The National Diabetes Audit suggests that in England there are about 24,000 ‘excess deaths’ a year in people with diagnosed diabetes. This means that each year, around 24,000 more deaths occur among people with diabetes that would be expected to occur if their mortality risk was the same as that of the general population. A press release from the NHS Information Centre, which published the audit report, said these deaths could be avoided through better management of the condition.

knowledge, yourself and click the link

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