A comunicação como componente da qualidade no serviço hospitalaruma perspectiva do paciente usuário

Resumo

The communication within the healthcare setting is an essential resource to promote interaction between institutions, professionals and patients throughout the care journey. Always present in the therapeutic scene, its relevance takes into account the numerous barriers imposed by the asymmetry of information and the linguistic limitations, aggravated by the complexity of the hospital environment, where the communication flow is transversal, present not only in interpersonal relationships, but also in physical evidence such as the brand’s identity plan, infrastructure and the technological and administrative resources offered. This study sought to identify, from the patient's perspective, the influence of communication on quality assessment, taking into account its most varied forms of manifestation. Therefore, a qualitative approach research was done, the descriptive exploratory type, through documental and bibliographic analysis and semi-structured interviews. The results showed a strong influence of dialogic communication present in the relationship between health-care agents and patients, with the focus on the greater relevance of behavioral matters related to empathy and efficient communication, when compared to technical issues related to training and professional practice. It was observed the importance of improving therapeutic communication and the opportunities to implement new channels of communication that will support the communicative practices already present in the hospital context.

Ficha do documento

Tipo

Dissertação

Ano

2022

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/32276

Temas

Saúde

Palavras-chave

Communication in healthHospital communicationHealth qualityComunicação em saúdeComunicação hospitalarQualidade em saúdeAdministração de empresasComunicação nas organizaçõesHospitais - AdministraçãoServiços de saúde - AvaliaçãoGarantia de qualidade dos cuidados de saúde