“We’re not just patients”: A qualitative examination of public safety service users’ experiences with staff at an inpatient mental health treatment facility in Canada

Abstract

Posttraumatic stress disorder and substance use disorder (SUD) are highly prevalent among public safety professionals (PSP), including first responders and active/retired military members, due to the trauma-laden nature of their work and associated challenges. This interview study explores the perspectives of 30 PSP who received inpatient treatment at a trauma and SUD recovery facility in Ontario, Canada, analyzing interactions with staff and the impact on their journey to recovery. We employed a semi-structured approach to interviewing and a qualitative approach to content analysis. Findings revealed three themes: (1) “professionals treating professionals,” highlighting the importance of staff treating PSP with respect and recognizing their professional identities; (2) “controlled freedom,” emphasizing the value of flexibility and trust in fostering autonomy; and (3) “kindness goes a long way,” illustrating how care and empathy from staff contributed to emotional safety and healing. By incorporating service user perspectives into inpatient care practices and beyond, facilities can optimize therapeutic outcomes, create environments conducive to psychological healing, and foster a strong therapeutic alliance. This study underscores the necessity of trauma-informed, person-centred care tailored to the unique needs of PSP and offers healthcare providers guidance on how to operationalize the therapeutic alliance in this occupational population.