The initiative, titled ‘The Power of Good Citizen Care’, brought together staff from various categories, including administrative personnel, orderlies, nurses, and health technicians. The central objective was to reinforce crucial skills such as effective communication, empathy, active listening, and the management of complex situations in daily interactions with users.
“"The way we communicate with citizens profoundly shapes their experience within the healthcare system. It's not just about conveying information, but doing so with clarity, closeness, and respect, considering that each person arrives with a specific personal situation, often involving concern or vulnerability."
According to the course's teaching coordinator, appropriate communication, based on active listening and empathy, not only prevents misunderstandings but also fosters trust, reduces patient anxiety, and facilitates their active participation in their own health process. Respect, understood as dignified, kind, and non-judgmental treatment, is essential for building a solid relationship between professionals and citizens.
Through a practical and participatory methodology, attendees acquired tools to improve interpersonal communication, manage conflicts and complaints with serenity, and transform these situations into opportunities for continuous improvement. The program also addressed aspects related to emotional self-care and the prevention of professional burnout, recognizing that staff well-being is fundamental to ensuring high-quality care.
