Gestão de conflitos no processo de trabalho do(a) enfermeiro (a) no âmbito hospitalar

Abstract

In the health department, hospitals may face some conflicts, however, these institutions search for nursing professionals who are able to deal with these situations, in order to coordinate with efficiency the division activities and relationships delivering quality to the services. Objective: To analyze the challenges faced by nurses in conflict management at the hospital work process. Method: a qualitative descriptive exploratory research using a semi-structured interview as the data collection instrument with 14 nurses who held the management position of a philanthropic hospital in Salvador-BA. For data interpretation we used the content analysis technique and consequently the findings were structured by categories. Results: from the content analysis were constituted two categories. “Nurse managers work process: what is the understanding of this practice” and “the understanding of nurse managers about conflicts: difficulties, challenges and possibilities”. The research results indicate that the main challenges faced are: to conduct the main conflicts mentioned (including the personnel sizing), staff distribution scale, work overload and communication failure. Final considerations: Through the results found in the research, it has made clear the necessity of an analysis by the nursing leaders and coordination in order to perform analysis and discussion over the conflicts mentioned, in order to develop strategies to minimize and improve interpersonal relationships.