Training in neglect prevention for healthcare professionals should incorporate understanding of who is at risk, what represents neglect, how signs might be identified quickly and what should be done to rectify neglectful practice and minimise further risk. It must also cover accurate reporting in line with safeguarding vulnerable adults legislation and the evaluation of what healthcare systems have contributed to the risk of neglect. Neglect is an ambiguous term, so it is important to explore how it is understood and why sometimes it is not challenged. This article discusses various issues around neglect and suggests a new approach to training that involves the analysis of clients’ and practitioners’ narratives and discourses about care. Understanding these narratives and discourses can help identify situations of institutional neglect.