As estratégias de comunicação interna nas organizações militares de saúde do Exército Brasileiro: um estudo de caso no Hospital Geral de Santa Maria

Abstract

The hospital environment has a unique feature of its complexity. The diversity of professionals, both those who deal with the core activity - the medical area - as well as those focused on the middle activity - the administrative area - need to establish a synchrony of actions so that the processes flow efficiently. To achieve the general objective, it was necessary to outline specific objectives in order to better outline the internal communication within the scope of the HGeSM. The study is characterized in terms of its nature by the approach of applied research, of a descriptive character. The population studied were the managers of HGeSM, a sample of employees from the Administrative Division and the Head of the Military Assistance Health Accreditation Program (PASAM). For the development of this research, data collection was used in the research portals of postgraduate studies, semistructured interview technique and the application of a focus group. Data analysis was performed through content analysis in the three collections. Before that, a bibliographic and documentary survey was carried out, using books and other materials related to the subject. The research revealed that, in the HGeSM, the internal communication processes are configured by a strong hierarchy, with a prevalence of downward and centralized communication. There was also a trend in the application of digital communication tools, both within the scope of formal and informal channels, mainly in the situation of the COVID-19 pandemic - with emphasis on the Whatsapp mobile application - where information has to be conveyed in a timely manner very quickly. Informal communication exists in the institution, but it does not interfere negatively in the process and helps, most of the time, in solving problems.