Atuação do enfermeiro na administração de conflitos no âmbito da atenção primária à saúde.

Abstract

The ability of nurses to effectively manage conflicts in Primary Health Care (PHC) services is essential to minimize interpersonal conflicts, as well as interference or harm to the workday and quality of care. However, studies on conflict management by PHC nurses in Brazil are limited, indicating the need for robust scientific evidence and training of professionals in this area. Objective: To understand the role of nurses in managing conflicts in the daily routine of Primary Health Care. Method: Descriptive, exploratory and qualitative study, developed with ten nurses from Family Health Units in three cities in the Curimataú region of Paraíba; the sample was determined using the theoretical saturation technique. The data were collected through semi-structured interviews and the analysis was supported by the Bardin Content Analysis technique, in the thematic modality, supported by the IRAMUTEQ software, version 0.7 alpha 2, with the Descending Hierarchical Classification method. The results obtained were organized into thematic categories, discussed and analyzed considering the relevant literature. Results: The research corpus consisted of 10 texts, with 588 text segments analyzed, corresponding to 84.35% of the corpus utilization. The dendrogram generated presented 4 classes, which originated three thematic categories: Category 1 - The experience of conflicts from the perspective of PHC nurses; Category 2 - Communication as an essential tool in conflict management in the daily lives of PHC nurses; Category 3 - Conflict resolution strategies by nurses in the PHC context. Conclusion: The research highlighted that assertive communication is the main tool used by nurses to mediate conflicts in Primary Health Care. In addition to individual practices, the study points to the need for public policies and continuing education programs that strengthen teams and promote the mental health of professionals. The research contributes to broadening the discussion on the topic and reinforces the importance of training nurses in conflict management in multidisciplinary teams.