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Physical environment

In consultation for this study, one stakeholder believed that the physical environment of a legal service, and its day-to-day office procedures, may act as a barrier to using legal services for someone who has a mental illness.¹²⁵ For example, seemingly small things, such as fluorescent lighting and extraneous noise, may be distracting to people with a mental illness and prevent them from engaging effectively with legal service providers.¹²⁶ She also argued that simple office procedures, such as, for example, putting someone “on hold” with no explanation or warning, may be confusing and stressful for a client with a mental illness. These concerns identify an additional barrier to accessing a service.