Communication as a component of quality in hospital services: a patient-user perspective

• DOI: https://doi.org/10.22533/at.ed.1594712401084

• Palavras-chave: Health communication; Hospital communication; Health quality.

• Keywords: Health communication; Hospital communication; Health quality.

• Abstract:

  Communication in the healthcare setting is essential to promote interaction with patients throughout the care journey. Always present in the therapeutic setting, its relevance is due to the numerous barriers imposed by information asymmetry and language limitations, aggravated by the complexity of the hospital environment, where the flow of communication is transversal, present in interpersonal relationships, in physical evidence and in the available technological and administrative resources. This study sought to identify, from the patient's perspective, the influence of communication on the assessment of perceived quality. A qualitative, descriptive exploratory study was conducted through documentary and bibliographic analysis and semi-structured interviews. The results showed a strong influence of dialogical communication present in the relationship between healthcare agents and patients, with emphasis on the greater relevance of behavioral issues related to empathy and effective communication, compared to technical issues associated with professional practice, highlighting the importance of improving therapeutic communication and the opportunities for implementing new communication channels that support the communicative practices already present in the hospital context.