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O papel do enfermeiro gestor na comunicação e gestão de conflitos entre a equipa de enfermagem e familiares de utentes no serviço de Geriatria
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O presente relatório foi elaborado no âmbito do Mestrado em Direção e Chefia
de Serviços de Enfermagem da Escola Superior de Enfermagem do Porto e
refere-se ao estágio profissional desenvolvido entre agosto de 2024 e julho de
2025 no serviço de geriatria de um hospital central do cantão do Valais, na Suíça.
Este estágio teve como objetivo sustentar a aquisição e o desenvolvimento de
competências como enfermeiro gestor, através da integração da prática
profissional com os referenciais teóricos e normativos da gestão em
enfermagem. A realização do estágio permitiu experienciar o exercício da função
de enfermeiro gestor num contexto multicultural e institucionalmente estruturado,
possibilitando a observação e participação em processos de planeamento,
organização, liderança e avaliação dos cuidados. O desenvolvimento de
competências nos diferentes domínios definidos pela Ordem dos Enfermeiros foi
apoiado por atividades de supervisão, análise crítica e reflexão sistemática sobre
a prática. No âmbito global do estágio, a comunicação e a gestão de conflitos
entre a equipa de enfermagem e os familiares dos utentes emergiram como uma
área de particular relevância, pela sua influência direta na qualidade dos
cuidados, na satisfação dos utentes e na coesão da equipa. Esta temática foi
aprofundada enquanto dimensão específica do desenvolvimento de
competências de gestão, tendo conduzido à elaboração de uma proposta de
módulo formativo para a equipa de enfermagem, orientado para a melhoria da
comunicação e da mediação relacional. A metodologia do relatório baseou-se
numa abordagem descritiva e reflexiva, apoiada na observação participante, na
análise documental e na revisão narrativa da literatura, permitindo relacionar a
evidência científica com as práticas observadas e experienciadas. Conclui-se
que o estágio contribuiu de forma significativa para o reforço das competências
de gestão, liderança e comunicação, bem como para a consolidação do papel
do enfermeiro gestor como mediador, formador e promotor de ambientes
colaborativos e humanizados em contexto geriátrico.
This report was prepared within the Master’s Degree in Nursing Service Management at the Escola Superior de Enfermagem do Porto and refers to the professional internship carried out between August 2024 and July 2025 in the geriatric ward of a central hospital in the canton of Valais, Switzerland. The internship aimed to support the acquisition and development of competencies as a nurse manager through the integration of professional practice with the theoretical and regulatory frameworks of nursing management. The internship enabled the experience of the nurse manager’s role in a multicultural and organizationally structured context, allowing observation and participation in processes of planning, organization, leadership, and care evaluation. The development of competencies in the different domains defined by the Portuguese Nursing Council was supported by supervision activities, critical analysis, and systematic reflection on practice. Within the overall scope of the internship, communication and conflict management between the nursing team and patients’ families emerged as an area of particular relevance due to its direct influence on care quality, user satisfaction, and team cohesion. This theme was explored as a specific dimension of management competency development, leading to the design of a training module for the nursing team focused on improving communication and relational mediation. The methodology followed a descriptive and reflective approach, supported by participant observation, document analysis, and a narrative literature review, which enabled the articulation between scientific evidence and observed and experienced practice. It is concluded that the internship significantly contributed to strengthening management, leadership, and communication competencies, as well as to consolidating the role of the nurse manager as a mediator, educator, and promoter of collaborative and humanized environments in geriatric care.
This report was prepared within the Master’s Degree in Nursing Service Management at the Escola Superior de Enfermagem do Porto and refers to the professional internship carried out between August 2024 and July 2025 in the geriatric ward of a central hospital in the canton of Valais, Switzerland. The internship aimed to support the acquisition and development of competencies as a nurse manager through the integration of professional practice with the theoretical and regulatory frameworks of nursing management. The internship enabled the experience of the nurse manager’s role in a multicultural and organizationally structured context, allowing observation and participation in processes of planning, organization, leadership, and care evaluation. The development of competencies in the different domains defined by the Portuguese Nursing Council was supported by supervision activities, critical analysis, and systematic reflection on practice. Within the overall scope of the internship, communication and conflict management between the nursing team and patients’ families emerged as an area of particular relevance due to its direct influence on care quality, user satisfaction, and team cohesion. This theme was explored as a specific dimension of management competency development, leading to the design of a training module for the nursing team focused on improving communication and relational mediation. The methodology followed a descriptive and reflective approach, supported by participant observation, document analysis, and a narrative literature review, which enabled the articulation between scientific evidence and observed and experienced practice. It is concluded that the internship significantly contributed to strengthening management, leadership, and communication competencies, as well as to consolidating the role of the nurse manager as a mediator, educator, and promoter of collaborative and humanized environments in geriatric care.
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Enfermeiros Administradores Comunicação Resolução de Conflitos Equipa de Enfermagem Familiares Geriatria