CONFLICT MEDIATION IN HOSPITAL MANAGEMENT: A QUANTI-QUALITATIVE STUDY AT THE NEPO OF SANTA CASA DE MISERICÓRDIA DO PARÁ

Abstract

The judicialization of public health in Brazil has intensified, revealing weaknesses in conflict management and the need for alternative resolution methods, such as mediation. This study aimed to analyze the applicability of conflict mediation in the hospital context, based on a Situational Diagnosis (SD) conducted at the Patient Experience and Ombudsman Center (NEPO) of the Santa Casa de Misericórdia do Pará Foundation (FSCMPA). A quantitative and qualitative approach was used, with questionnaires containing open- and closed-ended questions, sociodemographic analysis, lexical analysis using IRAMuTeQ software, and data categorization according to the SWOT methodology. The sample consisted of 15 employees from the sector, representing 100% of the target population. The results indicated a female predominance, high academic qualifications, and professional diversity, but a lack of formalized protocols for mediating urgent conflicts. The textual analysis highlighted terms such as "ombudsman," "active listening," "patient," and "team," reinforcing the centrality of communication and interdisciplinary work. The conclusion is that the adoption of mediation practices at NEPO can contribute to reducing litigation, improving the quality of care, and strengthening the institutional culture of peace. The implementation of mediation protocols, ongoing staff training, and institutionalization of qualified listening practices, aligned with current legislation, are recommended.