By The Institute at MagMutual™
Violence against healthcare workers is an escalating crisis, with outpatient settings representing high-risk environments. While workplace violence in hospitals has been extensively studied, incidents in outpatient offices receive far less attention — despite the fact that standalone clinics often lack security personnel. Between eight percent and 38 percent of healthcare workers experience physical violence during their careers, and reports of workplace harassment more than doubled between 2018 and 2022.
Violence in healthcare settings takes many forms, including verbal abuse, physical assaults, cyberbullying and even stalking. Perpetrators range from patients and their families to colleagues and personal acquaintances. The psychological toll on healthcare workers is significant, contributing to anxiety, depression, burnout and higher staff turnover, ultimately impacting patient safety and care.
Despite these risks, healthcare workers often underreport incidents, accepting violence as part of the job. A combination of high patient volumes, long wait times, administrative burdens and increasing patient frustration has created an environment where aggression toward healthcare professionals is more common. However, leaders of ambulatory care organizations have both an ethical and legal duty to ensure a safe workplace. The Occupational Safety and Health Act’s General Duty Clause mandates a hazard-free work environment, and Joint Commission accreditation standards require organizations to establish workplace violence prevention programs.
Strategies for Preventing and Managing Workplace Violence
Healthcare organizations must adopt a proactive approach to mitigate the risks of violence. One of the most effective strategies is anticipation. Managers should train staff to recognize early warning signs of patient frustration and implement clear communication protocols to prevent escalation. A zero-tolerance policy for violence should be established and enforced. Staff should also be trained in de-escalation techniques, such as active listening and maintaining a calm environment. Having an office manager or patient support representative available to mediate conflicts can further alleviate tensions.
Environmental design plays a crucial role in workplace safety. Offices should establish secure patient care areas, using locked doors, electronic access controls and video surveillance to monitor high-risk locations. Emergency alert systems, such as panic buttons, code words or discreet hand signals, allow staff to call for assistance without exacerbating volatile situations. Additionally, clinics should have clear weapons policies, emergency response plans and relationships with local law enforcement to prepare for worst-case scenarios such as armed intruders.
Regular practice drills ensure that all staff members are prepared for emergencies. Training sessions led by professionals can help healthcare workers develop the skills necessary to handle violent situations. Perhaps most importantly, organizations must foster a culture of trust, where employees feel comfortable reporting incidents without fear of retaliation. By prioritizing staff safety, healthcare organizations not only protect their employees but also create a more secure and effective environment for patient care.
MagMutual offers comprehensive insurance protection for healthcare providers and organizations. MagMutual’s Learning Center offers many additional resources concerning the business, practice and regulation of medicine. You can learn more about these resources and services here.
Disclaimer: The information provided in this article does not constitute legal, medical or any other professional advice. No attorney-client relationship is created and you should not act or refrain from acting on the basis of any content included in this article without seeking legal or other professional advice.