7. neglectful, defensive or controlling frontline practice

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• Lack of empathy for or engagement with the individual.

• Inflexibility. 

• Judgmental, stigmatising or discriminatory personal attitudes, including mental health status or diagnosis.

• Assumptions about service user dishonesty or ‘maliciousness’.

• Lack of understanding or assumptions about ethnicity, culture, religion, disability, and neurodiversity.

• Poor communication and communication skills. 

• Controlling behaviour, coercion, or misuse of power.

• Disempowering, exclusionary decision making.

• Risk aversity and restrictive practices.

• Service users being ‘set up to fail’.

• Practitioners not listening or acting.

• Failure to give information or explanations about entitlements or support options. 

• Employing ‘tick-box’ rather than human, person-centred approaches. 

• Not accepting responsibility for harmful failings or mistakes. 

• Adversarial frontline relationships with interactions feeling like interrogations.

• ‘Gatekeeping’ and rationing role.