I remember one time in residency, a patient came into the outpatient office agitated. The staff didn't know what to do, so they grabbed me (then a PGY-III), and put the patient in an empty room, told me there was an emergency, put me in the room with the agitated patient, and then closed the door on me.
Those same staff then went to work as if there was nothing to worry about.
Well, it all ended up being fine, though it wasn't by design, it was by accident. The staff for all they knew could've been closing the door on me with a patient who was armed and wanting to kill. The agitated patient was having a PTSD reaction, not psychosis or mania. He wanted help. However, at the time, the staff and I couldn't tell, and he screamed quite a bit. It took me about 10 minutes to figure I was not in danger, and I didn't run out because I didn't know if running out was going to incite even more agitation.
It turned out the outpatient staff had no training whatsoever other than secretial training, and very little experience with agitated patients.
My PGY-I year, a senior resident had an agitated patient in outpatient, and the staff at that occurrence also did not know what to do. In that case, the patient was violent. The police showed up 15-20 minutes after the event.
(I mentioned this incidence a few years ago on the board. At the time a Geodon drug rep was there, freaked out, hid under a table, and kept begging the staff to get out some geodon to give to the patient).
IMHO, the facilities had very poor planning. An agitated patient in the outpatient office is rare, but it does occur to the point where you need to expect it to happen over the course of at least a few years. This was especially true for those offices, where several of the patients had a history of noncompliance and violence when psychotic.
I did bring this up as a complaint. What bugged me was I was the only resident complaining about it. I had 2 other residents in my location who were just the "keep quiet and don't complain" types. It also turned out that very few residents complained about this, so when I did complain, it made me stick out more.
I also directly told the staff that dumped me in the room that I thought their actions were not safe. They should've at least called 9-1-1. The responded that since I was a psychiatrist, they thought I had some type of magical "laying of hands" technique I could've used. They never saw an agitated patient and did not know that in a hospital setting, medication is used for patients who cannot be calmed down through verbal redirection.
While I thought their actions were just, ahem, a bit stupid, I did actually believe their honesty. These staff were not medical professionals. They were secretaries. I also got to know them better as time went by, and they always acted in good faith.
In any case, IMHO a facility needs to have a rock solid plan on how to deal with violence, even if it's an outpatient facility. Where I do moonlighting, there are panic buttons in all the offices, the staff already know exactly what to do if I press the button (call the police, go to the office to see if everyone is alright). In fact in one office, the panic button is directly linked to the police. If it goes off, and it's a false alarm, we have to call the police to tell them to it's alright. The local police also consider the office a high priority area for their regular beats.
Same goes for inpatient. A few years before I started residency, the involuntary unit was in a hospital where there was only one security guard, and a patient (who was extremely large, young and with a history of violence) became agitated. The security guard on duty that day was an elderly man who refused to hold the patient.
The police had to show up, and despite the mangement asking them not to bring their guns on the unit, did so (which violated state law, but who's going to arrest the police?). The police ended up letting a police dog loose on the patient who refused to yield. The attack dog, in a brilliant move (heck the dog was the only one doing anything right) went into an attack pose, barked loudly and showed his teeth which caused the patient to yield out of fear. The dog upon seeing the patient yield did not attack the patient. In fact it walked back to the police in a completely calm manner, and followed every order.
Thankfully the patient was not hurt, but I think everyone here get's the point. The hospital should've had a rock solid plan for violence, especially considering that the hospital had an ER and an involuntary unit. At least the hospital learned from that event and increased their security staff.
IMHO, not having a solid plan for violence in any psychiatric facility, even outpatient is pretty much inviting a future injury that could've otherwise been prevented. It's just a matter of time before it happens.