IMP - no, that isn't the case here: I am talking about really unpleasant verbal abuse.
Interestingly, many of the service providers felt that training in defusing abusive people was really helpful, and that poor language skills on the part of the provider increased the abuse levels.
But all felt that abuse was on the increase. I wonder if it is IN PART that the balance between rights and responsiblities is out of kilter? 'I have the right to this service level' without any sense of what might be owed from them
