| dc.description.abstract | In this paper, it is addressed the communicational process within the doctor/patient/family relationship at the Western Paraná University Hospital – HUOP and the main objective is, in general, to identify the improprieties in the communication process between the doctor and the patient and/or family members, which resulted in judicial demands and already have a final decision, in the period from 2003 to 2021, regardless of the decision. In pursuance of achieving this goal, the following specific objectives were outlined: recognize and understand the internal routines of the HUOP and how the information process and procedures of the medical-hospital team related to patients and/or family members are displayed; substantiate this communication process as well as apply the three improbabilities defined on the theory foundations by Niklas Luhmann regarding the cases heard by a court in order to detect the communication problem; propose protocols with a view to reducing improbabilities and optimizing the communication process between the doctor, patients and/or family members. In this sense, the study is developed in the light of general theories of communication and the thinking of Niklas Luhmann, when dealing with improbabilities of communication. This is therefore a case study, whose objects of analysis are the lawsuits that have as subject matter claims for indemnity against Unioeste/HUOP, for alleged medical error. The hypothesis established raises from the assumption that the
primary motivation of such judicial demands is due to failures or incompleteness when
it comes to the communicational process between doctor and patient. The study,
based on the analyses of the aforementioned lawsuits decisions, concludes by
confirming the hypothesis, and considers the full implementation of the humanization
policy at the Western Paraná University Hospital – HUOP, which has communication
as its central focus. | en |
