Simposio Brasileño de Comunicación en Enfermería SIBRACEN
MATUMOTO, Silvia, MISHIMA, Silvana Martins, FORTUNA, Cinira Magali et al. Communication as a tool for the welcoming reception in health units. In Anales del 8. Simposio Brasileño de Comunicación en Enfermería, 2002, San Pablo (SP, Brasil) [online]. 2002 [citado 06 Diciembre 2013]. Disponible en: <http://www.proceedings.scielo.br/scielo.php?script=sci_arttext&pid=MSC0000000052002000100050&lng=es&nrm=iso> .
This study aims to analyze communication as a welcoming reception instrument in health units, since it is presupposed that the communication established in this process can favor the structuring of a relationship among workers and users that favors the latter group’s emancipation. For the development of this investigation, we adopted the work process in health as a theoretical perspective. The study was held in the Health School Center of the University of Medicine at Ribeirão Preto-USP. Participant observation and semi-structured interview were selected as empiric instruments. It was observed that closer relationships were rare; in general, the work was accomplished mechanically, with minimal interaction, almost without dialogue, which is a contradiction between the worker's representation and his practice. The explanations given by the workers were: great demand in the rush hour, which determines the lack of time to establish relations and to listen; the user’s unnecessary call for the service. Although listening was considered essential in the worker/user interaction, it didn not appear as relevant for the worker. The records demonstrated the non-valuation and non-recognition of listening as a work tool, which could be a health and nursing care.
Palabras llave : work process in health; welcoming reception; communicatio.