Percepções acerca da comunicação na equipe de Enfermagem da unidade de terapia intensiva neonatal e pediátrica de um hospital de ensino

Abstract

Communication is increasingly recognized as a powerful management tool, capable of influencing organizational dynamics and interpersonal relationships and, depending on how it occurs, can determine its success or failure. In Nursing, profession that deals directly with the client and their family, a good communication is fundamental for the concretization of quality assistance. The purpose of this study was to understand the perceptions of Nursing professionals located in Neonatal and Pediatric Intensive Care Unit about the communication established in the Nursing team. This is a descriptive-exploratory study, with a qualitative approach, of the case study type, conducted in a teaching hospital located in the countryside of Minas Gerais/Brazil. The study population consisted in nursing professionals of the Nursing Division from the Clinical Hospital of the Universidade Federal do Triângulo Mineiro, who worked in the Neonatal and Pediatric Intensive Care Unit, with a total of 31 participants, which address the inclusion criteria in the Research. In order to collect the data, the Critical Incidents Technique was used as methodological procedure, and interviews were conducted following a semi-structured script from September to October/2016. The statements’ analysis was guided by the content analysis proposed by Bardin and allowed to identify the critical incidents, from the description of 71 situations, 59 behaviors and 61 consequences, all classified as positive or negative, according to the interviewees' own perception. The situations were grouped into two categories: Professional / personal interaction at work and Organizational process; second subdivided into two subcategories, People Management and Process Standardization. It can be observed that most of the situations that constituted these categories were classified by the interviewees as negative experiences. The behaviors identified in the ICs gave rise to three categories: (In) willingness to communicate, with the subcategories Ignore the fact / person / situation and Manifest pro-activity; Causing team disagreements / conflicts and communicating effectively. In the General Consequences category, the effects of professionals’ daily communication and their repercussions for the team and for the client were presented in the subcategories: Consequences for the professional, Consequences for the team and Consequences for the client. It is known that the way of conducting the communication process is decisive for the success of an organization and its work teams. Failures in this process will inevitably lead to harmful consequences, which can negatively impact all involved. From the study it was possible to detect that there are failures in communication,9 not only among nursing professionals, but also among these and other professional classes, as well as with clients and family members. It has been confirmed that poor communication compromises professional relations, impairs interaction between people in the work environment and, consequently, the care provided to the patient itself. In this way, it is necessary to think of strategies to improve the communication process in order to provide a quality service.