“Unfortunately, we can't avoid everything”: a qualitative study of municipal mental health workers' experiences with workplace violence

PURPOSE: The experiences of municipal mental health workers involving workplace violence remain underexplored. This study aimed to obtain an in-depth understanding of how mental health workers perceive and manage challenging encounters with service users. METHODS: We conducted six focus group interviews with 38 participants from urban and rural municipalities and private, nonprofit organisations in Norway. The interviews were analysed using reflexive thematic analysis. RESULTS: Workplace violence is a complex and multifaceted challenge within municipal mental health services. We identified four main themes (1) Unpredictable situations perceived as precarious and distressing, (2) Unclear and uncertain collaboration and responsibility distribution, (3) Risk reduction through a dynamic approach based on relationships and knowledge, and (4) Confidence to cope with challenges developed within the workplace. CONCLUSIONS: Workplace violence needs to be addressed in municipal mental health services. Mental health workers perceive unpredictability over time as equally stressful as being exposed to violence. To ensure safe workplaces providing high-quality mental health services, systematic collaboration and clearer distribution of responsibilities across various agencies and healthcare levels are required. Knowledge development about consequences and strategies for preventing and managing workplace violence in the context of municipal mental health services is vital.