Comunicação efetiva na promoção da segurança do cliente

Abstract

This report describes the author’s progress during the internship of the Master’s Degree in Nursing (Universidade Católica Portuguesa), pertaining specifically to the Specialization in Medical-Surgical Nursing. In nursing, the development of specialized skills is a process that takes place in a clinical context. To that purpose, the author completed internships in three different areas: a multipurpose emergency service, an operating service and an intensive care/recovery unit. The internship had the transversal objective of developing knowledge and competences within the technical, scientific, ethical and relational fields, regarding the provision of specialized nursing care. Throughout this document, the performed activities and the developed skills will be described, in a reflective and critical manner. With the aim of improving the provided care, effective communication was developed as the central theme, and a systematic review of the literature, entitled “SBAR -A Communication Model That Promotes Patient Safety”, was elaborated. An effective communication is essential to ensure the customer’s safety, as well as the quality of the provided care. From this perspective, it is crucial that the nursing teams adopt efficient communication methodologies, with specialist nurses embracing a particularly relevant responsibility, as agents of change, in the development of programs to improve the quality of the provided care. The work performed throughout the different internships was based on training, search and scientific investigation, with the aim of developing a reflective clinical practice, supported by evidence, in order to ensure the provision of excellent care.

Date of Award	15 Nov 2019
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Isabel Rabiais (Supervisor)