Verbal abuse of service users by professionals in social services: qualitative analysis of reported events in Finland

Abstract

ABSTRACT The verbal abuse research in social services is limited. This study aimed to describe verbal abuse of service users by professionals in social services. This cross-sectional descriptive study examined statutory reports of threats or risks in implementing social services in one city of Finland, from 2016 to 2020 (n = 1433). The case reports describing the verbal abuse (n = 34) were analysed using inductive content analysis. The perpetrators were registered and unregistered professionals. The types of abuse included inappropriate speaking style, oppression or dominance, and sometimes verbal abuse was accompanied by physical violence or threats of violence. The consequences affected the emotional well-being of service users, the fulfilment of their needs and the delivery of services. Actions implemented as a result of the reports consisted of monitoring, supporting, educating and alerting professionals about verbal abuse and raising awareness about the reporting. The findings suggest proactive training for professionals on behavioural boundaries and whistleblowing.