Building bridges: the role of communication in the effectiveness of patient-centered care

Objective: To analyze factors influencing communication among healthcare professionals in emergency units, identifying barriers, improvement strategies, and impacts on patient safety. Methodology: Mixed-method study, combining quantitative and qualitative approaches. The Self-Efficacy in Communication Questionnaire (SEbr-12) and the Jefferson Scale of Empathy were used for correlation analysis. In the qualitative phase, semi-structured interviews were conducted, and adverse event reports were analyzed using Bardin's Content Analysis method. Originality/Relevance: The study expands understanding of communication in critical hospital settings, demonstrating its relation to patient safety and professional training, while proposing improvement strategies. Main Results: Professionals trained in communication showed higher communicative self- efficacy and empathy (p<0.05). Difficulties were found in communicating bad news and managing emotionally distressed patients. Work overload and rigid hierarchy limited the application of these skills. Analyses showed that professionals with higher communicative self- efficacy also exhibited greater empathy, which is fundamental for safe and patient-centered care. Theoretical/Methodological Contributions: The study reinforces the importance of effective communication for patient safety and highlights the need for formal protocols, interprofessional training, and development of communication skills. Social and Management Contributions: The adoption of technologies, creation of spaces for interprofessional dialogue, and curriculum revision in health courses are recommended to improve communication and reduce adverse events, promoting safer and more patient-centered care.