Mediação de conflitos na área hospitalar : desafios e oportunidades à atividade gerencial do enfermeiro.

Abstract

Hospital´s environment are an important locus where conflicts among nursing team occur as a result of divergent positions based on distinct perceptions. Conflict mediation is an important theoretical tool to improve situations in where conflicts appear. The aim of this study is to investigate how nurses mediate conflicts in their daily professional work. It is a qualitative exploratory research, with cross-cut. The subjects were eight nurses between 34,25 years old and eight years of vocational training, all of them working in open unites. The study was realized in two hospitals from the countryside of the state of Rio Grande do Sul (RS). The study has been approved by the Committee on Ethics in Research of the Universidade de Santa Cruz do Sul, Protocol nº 1.974.854 and CAAE 65821917.0.0000.5343 trough Resolution 466/2012. For data collection It was used a semi-structured interview recorded, realized in an hospital´s private room where nurses work. For data the thematic analysis was used. It was determined that nurses act in conflicts situations but not all of them use the mediation, because there is a limitation of understanding the theme. All the nurses know that conflicts have a positive and a negative side and It is unanimous the ideia that conflicts generate consequences in the interpersonal relationship among the team and in patients care. The importance of this study for nursing centers is the fact that mediation is a conceptual tool which must be implemented by nurses managers to assist in conflicts resolution, and so, the improvement of the nursing care provided to the patient.