Tratamento de conflitos no ambiente hospitalar: por uma mediação adequada ao Hospital das Clínicas da Universidade Federal de Minas Gerais

Abstract

This work aims to propose a suitable mediation model for the Hospital das Clínicas of the Federal University of Minas Gerais (HC-UFMG), a member of the Municipal Unified Health System from Belo Horizonte. Such model takes into account the fundamental right to health, the health care elements and its guidelines, the particularities of the hospital establishment analyzed as well as the interpersonal and intergroup relations verified in it. The quality relationship between physician and patient, integrated by the family and other health professionals, is essential for the effective diagnosis, treatment and health as a right. From this understanding, the inclusion of non-judicial and non-adversarial instruments in the treatment of conflicts, in a true institution of a just legal order, is capable of strengthening and broadening access to justice and the realization of rights. In this sense, universalist mediation, due to the elements that compose it, its goals and possibilities it offers, is adequate to promote the creation and the renewal of interpersonal and intergroup bonds, as well as to providing conditions for conflict prevention and treatment of those already constituted in the health institution, in order to contribute to the quality of doctor-patient relationship and health care. This work includes analysis of data obtained from interviews conducted with professionals working at HC-UFMG to better understand the institutional reality and to identify the conflicts and forms of its existance in the Hospital. Thus, a process of mediation appropriate to the context and relations of the HC-UFMG is presented, one which promotes a participatory and consensual order, that helps in people empowerment and opens or broadens the spaces for dialogue as well as for elaboration of shared solutions for the issues.