How to best conduct a mentoring relationship has been confounded by the lack of a consistent definition of “mentoring” and the scarcity of studies addressing how to achieve a positive outcome. This study contributes new, operationalized definitions of “mentoring,” “mentor,” and “protégé,” and a modified version of the Critical Incident Technique and the Enhanced Critical Incident Technique, called the Adapted Critical Incident Technique (ACIT), which is more consistent with a qualitative methodology. The researcher interviewed 18 self-described mentors and protégés to obtain 207 quotes about what critical behaviours helped or hindered mentoring relationship outcomes. Independent judges confirmed the placement of quotes into 13 categories of behaviours that helped mentors and protégés to reach the mentoring goals and 10 categories of behaviours that hindered the mentoring outcome. The findings contribute to an increased understanding of the foundation upon which mentors and protégés in all fields may potentially build better programs and training under the guise of mentorship. / Graduate / 2018-12-01

Bakgrund: Sjuksköterskor driver självständigt egna mottagningar inom primärvården. Det bidrar till ökad livskvalité och hälsa för patienter. När en sjuksköterskeledd mottagning ställs in kan såväl patientens situation som sjuksköterskans arbetssituation påverkas. Det var därför angeläget att undersöka hur sjuksköterskor erfar och hanterar när sjuksköterskeledd mottagning ställs in.    Syfte: Syftet var att beskriva hur sjuksköterskor erfar och hanterar kritiska incidenter vid inställd sjuksköterskeledd mottagning inom primärvården.    Metod: En kvalitativ studie med Critical Incident Technique (CIT) genomfördes med induktiv ansats där 28 sjuksköterskor som är yrkesverksamma inom primärvården i Region Skåne besvarade utformat frågeformulär.    Resultat: Sjuksköterskorna erfor att inställda sjuksköterskeledda mottagningar skapade merarbete. De beskrev stress, irritation, ilska men även till viss del förståelse. Inställd sjuksköterskeledd mottagning drabbade inte bara patienterna utan även deras anhöriga samt sjuksköterskestudenter. Sjuksköterskorna hanterade inställd sjuksköterskeledd mottagning genom att de prioriterade sitt arbete och att de använde sin yrkeserfarenhet för att lösa situationen. De anpassade sig till underbemanningen och lyfte detta i arbetsgruppen för att förbättra arbetsmiljön.   Slutsats: Region Skåne hade arbetsvilliga och kompetenta sjuksköterskor. När sjuksköterskeledd mottagning ställdes in fick patienterna minskad kontinuitet och ibland fördröjd diagnossättning. Detta berodde till stor del på underbemanning inom primärvården och arbetsgivaren kunde inte ge den arbetsmiljö som sjuksköterskorna behövde. / Background: Nurses independently run their own clinics within primary care. It contributes to increased lifequality and health for patients. When a nurse-led clinical appointments is cancelled, both the patient situation and the nurse's work situation can be affected. Therefore, important to investigate how nurses experience and manage when nurse-led clinical appointments are cancelled. Purpose: The purpose was to describe how nurses experience and handle critical incidents during cancelled nurse-led clinical appointments in primary care.       Method: A qualitative study with the Critical Incident Technique (CIT) was carried out with an inductive approach where 28 nurses who are professionals in primary care in Region Skåne answered a designed questionnaire.   Results: The nurses' experience of cancelled nurse-led clinical appointments was that it created extra work. They described stress, irritation, anger but also to some extent understanding. Cancelled nurse-led appointments affected not only the patients but also their relatives and nursingstudents. The nurses managed cancelled nurse-led appointments by prioritizing their work and using their professional experience to resolve the situation. They adapted to the understaffing and raised this in the work group to improve the work environment.     Conclusion: Region Skåne had willing and competent nurses. When nurse-led clinical appointments were cancelled, patients experienced reduced continuity and sometimes delayed diagnosis. This was largely due to understaffing in primary care and the employer could not provide the working environment that the nurses needed.

Bakgrund: Vetenskapliga artiklar visar att patienter som får stroke under sin sjukhusvistelse får sämre omhändertagande än strokepatienter som direktinläggs. Litteraturen visar även att det behövs mer kunskap om vilka förbättringar som kan behöva göras för att få en säker, kunskapsbaserad och effektiv stroke sjukvård. Syfte: Studiens syfte är att identifiera händelser som har varit kritiska i omhändertagandet av inneliggande patienter som insjuknar i stroke. Metod: CIT (Critical Incident Technique) har använts som datainsamlingsmetod, denna har använts inom flygvapnet men har på senare tid fått större användning i bl. a hälso- och sjukvården. Kvalitativ innehållsanalys enligt Burnard (1996) ligger till grund för bearbetning av materialet. Analysen utgick ifrån 10 intervjuer med sjuksköterskor som har erfarenhet av patienter som insjuknat i stroke på vårdavdelning. Intervjuer är genomförda på 5 (fem) olika typer av avdelningar inom Sahlgrenska sjukhuset under våren 2016. Resultat: Kritiska händelser förekommer i samband med omhändertagande inom alla delar av vården av patienter som insjuknar i stroke under sin sjukhusvistelse. Övergripande kategorier är: oförutsedd händelse, bristande resurser riskerar patientsäkerheten och specialistvårdens baksida/organisatoriska hinder. Kategorierna identifieras inom mikro-, meso- och makrosystem för sig samtidigt som de interagerar mellan de olika systemen. Slutsatser: Tillgång till aktuella mätningar är viktig för att få en överblick över det aktuella läget för inneliggande strokepatienter i form av antal och var de inträffar. Studien visar att det finns ett stort behov av en välfungerande strokekedja för inneliggande strokepatienter och att det finns genomförda projekt i USA som kan vara till hjälp för framtida förbättringar i stroke vården. Det är även viktigt att lägga fokus kommunikation och information till anhöriga. / Background: Scientific articles has shown that patients that have had a stroke during their hospitalization receive lesser degree of care, than patients that has been admitted with a stroke. Literature has shown we need more knowledge how to improve stroke care to get a secure, knowledge based and effective stroke care in hospitals. Aim: The study aims to identify the events that have been critical in the management of hospitalized patients who suffer a stroke. Method: CIT has been used as a data collection method to bring in information, it has been used in the airforce and more recently has been used more widely in national healthcare. Qualitative contents analysis, according to Burnard (1996), gives basis for analyzing the material. The analysis was based on 10 interviews with nurses who have experience of patients diagnosed with stroke during hospitalization. Interviews were conducted at 5 (five) different departments within the Sahlgrenska Hospital in spring 2016. Result: Critical events occur in connection with care in all parts of the care of in-hospital patients who suffer a stroke. Overall categories: unexpected event, the safety of patients affected by department resources and the backside of specialist care. The categories identified in the micro, meso and macro systems are interacting between the different systems. Conclusion: Access to current measurements is important to get an overview of the current state of in-hospital stroke patients in the form of numbers and where they occur. The study shows that there is a great need for a well-functioning stroke chain for in-hospital stroke patients and that there are implemented projects in the US that could be helpful for future improvements in stroke care. It is also important to focus on communication and information to relatives.

Syftet: Syftet med studien var att beskriva hur omvårdnadspersonal inom kommunens särskilda boende och korttidsboende upplever att vårda personer i livets slutskede.Metod: Studien bygger på åtta kvalitativa intervjuer med undersköterskor. Datainsamlingsmetoden baserades på Critical Incident Technique och som analysmetod användes kvalitativ innehållsanalys. Resultat: I intervjuerna framkom att samarbetet till de övriga i teamet och närstående hade en stor och avgörande betydelse för hur vården utvecklades. Omvårdnadspersonalen kände ibland att sjuksköterskan saknades i vissa omvårdnadssituationer. Fördelning av personal under dygnet bidrog till kontinuitet i samverkan. De upplevde att olika faktorer i miljön kunde vara både till hjälp eller till hinder i samspelet till den döende och närstående. De intervjuade talade också om vikten av att respektera patientens vilja. Omvårdnadspersonalen gav även stöd till de närstående och de kom familjerna nära. De upplevde att närvaro utan krav och stress var av betydelse för interaktionen till den döende och dess närstående. Det var viktigt att både den döende och de närstående var tillfreds med symtomlindringen. Det var viktigt att få ge ett värdigt omhändertagande efter döden. Slutsats: Det genomgåendet temat visade att interaktion och samverkan med vårdteamet, närstående och patienten var av avgörande betydelseför hur vården i livets slut skulle bli trygg och värdig. / Aim: The aim of this study was to describe how the nursing staff within themunicipality's special housing and short term care perceived their caring forpatients receiving palliative care.Method: The study is based on eight interviews with enrolled nurses. The datacollection method was based on the Critical Incident Technique. The analysis ofinterviews was carried out with qualitative content analysis.Result: Cooperation between the care team and the relatives had a great andsignificant impact on how care was delivered. At times the nursing staff felt thatthe nurse was not present during various nursing interventions. Distribution ofstaff during the day contributed to the continuity of the interaction. The enrollednurses expressed that different environmental factors were either helpful orobstacles in the interaction between the dying person and their relatives. Theenrolled nurses illuminated the importance of respecting the patient's wishes. Thenursing staff provided the families with support which contributed to a feeling ofcloseness. Furthermore, the enrolled nurses felt that their presence withoutdemands and stress were significant in the interaction between the dying personand their family. It was important that the dying patient and their families weresatisfied with symptom control. It was significant to provide a dignified treatmentafter death.Conclusion: The overall theme was that the nursing staff perceived that interactionand collaboration between the care team, family and the patient was of significantimportance for a secure and dignified end of life care.

För att handha patienter drabbade av akut stroke finns inom Region Gävleborg en rutin kallad Rädda hjärnan. Siffror från kvalitetsregistret Riksstroke visade att det på Gävle sjukhus tog längre tid till livsavgörande behandling än genomsnittligt i Sverige. Orsaken var okänd.   Ett förbättringsarbete inleddes enligt Vanguard metoden, som stipulerar att systemet måste granskas innan förändringar kan testas. Det uppdagades att patienterna ofta handhas av läkare under upplärning och att trombolysbehandlingen kunde tidigareläggas i flödet. En studie genomfördes samtidigt med critical incident technique (CIT). Sex intervjuer och fyra observationer utfördes kring personalens agerande och upplevelser.   Syftet med förbättringsarbetet var att förändra rutinen för att göra tiden till trombolys så kort som möjligt samt att höja kompetensen i två steg. Syftet med studien var att finna kritiska händelser som påverkar patienternas väg mot behandling.   Resultatet av förbättringsarbetet visar att det skett en förändring kring kompetensen i läkargruppen som handhade rädda hjärnan flöden. En ny rutin hann delvis införas, men arbetet pausades på grund av den världsomspännande Covid-19 pandemin. Delaktighet och samverkan över klinikgränser var avgörande för att åstadkomma förändring. Studien fann 123 kritiska händelser som påverkade patientens väg mot behandling, vilka bekräftade nyttan av förbättringsarbetets intentioner, samt fann ytterligare förslag till förändringar. / To treat patients suffering from acute stroke, there is a routine in the Gävleborg Region called Save the Brain. However, data showed that the time to life-decisive treatment was longer than average in Sweden. The cause was unknown.   An improvement project was initiated according to the Vanguard method. It was discovered that patients were often handled by physicians during training and that thrombolysis could be moved to the X-ray department. A study was conducted simultaneously using the critical incident technique (CIT), consisting of six interviews and four observations.   The purpose of the improvement work was to implement a new routine and to increase competence in two steps. The purpose of the study was to find critical events that affect patients' path to treatment.   The result showed that there had been a change in the competence of the medical team that handles the patient. A new routine was partially introduced, the work was paused due to a worldwide pandemic. Participation and collaboration across clinic boundaries were crucial in bringing about change. The study found 123 critical events that affected the patient's path to treatment. They confirmed the intentions of the project, and at the same time found new suggestions for change.

<p>Syftet med denna uppsats är att analysera hur tjänstekvalité inom B2B kan utvärderas samt att analysera om ViewsCapture, en frågeteknik med öppna frågor där respondenten själv kategoriserar sina egna kommentarer, kan tillföra något till befintliga metoder. Vidare avses att koppla samman utvärderingsmetoder med de olika syften företag har för att mäta kvalité.</p><p>Uppsatsen byggs upp av en omfattande litteraturstudie om vad tjänster och tjänstekvalité är, samt varför det är viktigt att utvärdera tjänstekvalité inom B2B. De utvärderingsmetoder som beskrivs i uppsatsen är dels attributbaserade och dels händelsebaserade metoder. Empiridelen består av material från Unified Dialogs AB som har utvecklat frågetekniken ViewsCapture som sedan analyseras tillsammans med befintliga metoder.</p><p>Undersökningen visar att tjänstekvalité handlar om att infria de förväntningar kunden har på en tjänst. Om kunderna skiljer sig signifikant ifrån varandra faller det sig naturligt att mer kvalitativa och mindre standardiserade metoder bör passa bättre. Det beror på att varje kund är unik och tillvägagångssättet många gånger inte är standardiserat, därför är det svårare att på förhand generalisera kring vad företagets kunder finner problematiskt. Genom användning av ViewsCaptures frågeteknik med öppna frågor skapas förutsättningar för att vidareutveckla de befintliga mätmetoderna i syfte att bättre tjäna företags och forskares syften för mätningen. Detta görs exempelvis genom att inhämtning av djupare information från attributbaserade mätmetoder möjliggörs samt att analys av de öppna svaren från en händelsebaserad metod underlättas.</p>

A significant amount of research in the field of small business management has correlated small firm performance with the sophistication of overall management skills (see, for example, Gasse, 1997; Gadenne, 1998; Zinger, leBrasseur and Zannibi, 2001; Balderson, 2003) and more particularly problem solving skills. Yet, even though problem solving skills are at the core of the small business management process (Jennings and Beaver, 1997), there has been little research to date that has focused on understanding the actual approach small business owner-managers take to solve the problems they encounter as the present study has done, through the utilization of an interpretive research design applied to a sample of small firms. The primary purpose of this exploratory study is to investigate the nature of problem solving practices adopted by 11 small business owner-managers on Central Vancouver Island, Canada, by identifying the types of problems encountered in the years following their establishment, the actions taken to solve these problems and the outcomes of these actions for the firm. It examines the characteristics of the problemm solving approaches utilized by owner-managers as they encountered problems, and identifies how they perceived the impact of the approach taken on the continued survival of their firm. The methodological approach taken in this study is positioned within an emergent body of research in the field of small business and entrepreneurship that applies an interpretive paradigm to uncover the complex facets of how individuals develop their capabilities and management practices (Chell and Allman, 2003) with a particular emphasis on the small business owner-manager. The interpretive assumptions guiding the research process have allowed new understandings to emerge about problem solving in small firms within the wider context of managerial capability as a critical contributor to small business survival. More specifically, the critical incident technique method (Flanagan, 1954; Chell, 1998), along with an approach to data analysis and coding that draws from grounded theory (Glaser, 1992; Glaser and Strauss, 1999; Strauss and Corbin, 1998), are combined and applied as a qualitative research strategy. This strategy has not previously been used in relation to the study of problem solving in small firms. This interpretive paradigm allows the exploration of how small business owner-managers attach meaning to their subjective experiences and the implications of these perceptions for the business outcomes of the firm, specifically as they relate to solving critical business problems. As a result, the interpretive methods applied in the course of this study make a novel contribution to the field, since they have yielded new interpretations on the nature of problem solving processes in the sample of small firms studied. The findings presented here reveal the intuitive, improvised and non-linear nature of how problems are actually solved in these small firms, in contrast to a number of well-known theoretical research frameworks that propose well-defined and delineated steps in the problem solving process. The results of this study make a valuable contribution to building new theory in this area of inquiry by demonstrating how more dynamic processes occur in practice. An alternative way to conceptualize problem solving in small firms is presented in Chapter 6, A Holistic Framework for Problem Solving in Small Firms.

Introduktion: En patient som genomgår en operation har många behov. De vaknar upp i en ny främmande miljö där sjuksköterskan ansvarar för att säkerställa patientens mående. Sverige är idag ett mångkulturellt samhälle med människor med olika bakgrund och språk. Studier visar att språkbrister i vårdmötet mellan sjuksköterska och patient leder till ett sämre omhändertagande och minskar patientsäkerheten. Syfte: Syftet med studien var att identifiera strategier hos specialistsjuksköterskor vid omhändertagande av patienter med annat språk än svenska eller engelska på en postoperativ avdelning. Metod: Studien genomfördes med en kvalitativ, icke-experimentell deskriptiv design. Femton semi-strukturerade intervjuer genomfördes. All insamlad data analyserades med hjälp av Critical Incident Technique. Resultat: Fem generella strategier vid omhändertagande av patienter med annat språk än svenska eller engelska på en postoperativ vårdavdelning identifierades; att kommunicera utan ord, att kommunicera med ord, att nyttja någon som förstår, att skapa en säker vårdmiljö, att använda hjälpmedel. Resultatetvisade att omhändertagande av patienter med ett annat språk än svenska eller engelska i en postoperativ kontext, är komplext.  Slutsats:Specialistsjuksköterskor upplevde att omhändertagandet fungerade bra i sin nuvarande form, trots språkliga svårigheter i kommunikationen med patienter.  Då vissa situationer ändå beskrevs kunna förekomma går det inte dra slutsatsen att de strategier som framkom i denna studie fungerar fullt ut för att skapa en trygg och säker vård. Forskning bör utföras på patienternas upplevelse av situationen i denna kontext.    Nyckelord: Omvårdnad, Postoperativ avdelning, specialistsjuksköterska, strategier, språkbarriärer, kommunikation, Critical Incident Technique Keywords: Nursing, PACU, Nurse specialist, strategies, language barriers, communication, Critical Incident Technique

Estudo descritivo que teve como objetivo analisar os aspectos positivos e negativos relacionados à assistência prestada ao portador de tuberculose pulmonar, com base nos relatos dos trabalhadores de enfermagem de uma unidade de internação (isolamento), do Hospital das Clínicas da Faculdade de Medicina de Ribeirão Preto - USP. Categorizamos os elementos que compõem os incidentes críticos (situação, comportamento e conseqüência) identificados nos relatos dos trabalhadores de enfermagem, com referências positivas e negativas e analisamos as situações, os comportamentos e as conseqüências positivas e negativas, advindas das situações relatadas pelos sujeitos. Fizeram parte deste estudo 26 trabalhadores de enfermagem, sendo eles: enfermeiros, auxiliares, técnicos e atendentes de enfermagem. Selecionamos essa população por estar intimamente envolvida com a assistência de enfermagem prestada a portadores de tuberculose pulmonar. Obtivemos 24 relatos, dos quais extraímos um total de 94 (100,0%) incidentes críticos, e dentre estes 38 (40,5%) foram referidos pelos entrevistados como positivos e 56 (59,5%) considerados negativos. Ao categorizarmos os elementos que compõem o incidente crítico, obtivemos um total de 94 (100,0%) situações, das quais, 38 (40,5%) foram consideradas positivas pelos entrevistados e 56 (59,5%) negativas. Em relação aos comportamentos, obtivemos 70 (36,7%) com referências positivas e 121 (63,3%) com referências negativas, perfazendo um total de 191 (100,0%). Quanto às conseqüências, estas somaram 143 (100,0%), sendo 54 (37,8%) consideradas positivas e 89 (62,2%) negativas. Ao observarmos os componentes dos incidentes críticos, constatamos maior número de referências negativas.O comportamento extraído dos incidentes que recebeu maior número de referências positivas e negativas, predominando as negativas, foi aquele que o trabalhador de enfermagem é obrigado a oferecer orientações ao paciente e família quanto ao modo de transmissão, tratamento e prevenção da tuberculose pulmonar, muitas vezes não se sentindo protegidos e preparados para tal. Verificamos, através dos relatos, a necessidade de se promover melhoria do conhecimento sobre a doença, no que se refere ao tratamento e precauções, para que o trabalhador de enfermagem tenha mais segurança no desempenho de suas funções e preste uma assistência de enfermagem de melhor qualidade. / Descriptive study which was carried out in order to analyze the positive and negative features related to pulmonary tuberculosis’ patients nursing assistance. This analysis was based on the nursing workers’ reports. We categorized the elements that compose the critical incident (situation, behavior and consequence). We interviewed nursing workers of an infectious diseases’ unit at “Hospital das Clínicas" a general hospital in the Medicine School of Ribeirão Preto, São Paulo, Brazil. We analyzed the positive and negative situations, behaviors and consequences that came up from their reported situations. We selected 26 nursing workers, among them Nurses, Auxiliaries, Technicians and Nursing Attendants in order to be able to identify those items in the reports. This population was chosen by the fact of being deeply involved in taking care of patients with infectious diseases, mainly pulmonary tuberculosis. We obtained 24 (twenty-four) reports, from which we obtained 94 (100.0%) critical incidents and, among these, 38 (40.5%) were considered to be positive and 56 (59.5%) were negative, in their view. When categorizing the elements that compose the critical incident, we obtained an overall 94 (100.0%) situations, from which 38 (40.5%) were viewed as positive and 56 (59.5%) as negative. As to the behaviors, we obtained 70 (36.7%) behaviors with positive references and 121 (63.3%) with negative ones, totalizing 191 (100.0%). About the consequences, they summed up to 143 (100.0%), being 54 (37.8%) considered to be positive and 89 (62.2%) negative. By observing the components of critical incidents, we obtained a higher number of negative references. The behavior from incidents that had a greater number of positive and negative references, prevailing the negative ones, obliges the nursing professional to provide the patient and his/her family with pulmonary tuberculosis’ orientation on transmission, treatment and preventing, because pretty often they do not feel safe or prepared to do it. We observed, based on the reports, the necessity to improve the knowledge on the treatment and precautions related to this disease, so that nursing workers may give safer and better quality nursing assistance.

A parada cardiorrespiratória (PCR) é uma intercorrência inesperada em diversos momentos, constituindo grave ameaça à vida das pessoas, principalmente das que sofrem um colapso não-presenciado e dos pacientes/clientes hospitalizados em estado crítico. Neste estudo, sob a luz da pesquisa qualitativa, fazendo uso da técnica do incidente crítico (TIC), foram entrevistados 30 enfermeiros de unidades de internação clínicas de um hospital universitário do interior do Estado de São Paulo, a fim de se estabelecer as exigências críticas no atendimento à PCR em unidades de internação neste hospital, através da vivência de enfermeiros durante as manobras de ressuscitação cardiopulmonar (RCP), identificando os incidentes críticos positivos e/ou negativos durante esse atendimento, além das ocorrências iatrogênicas durante as manobras de RCP. Os dados coletados foram categorizados segundo as situações secundárias, uma vez que determinamos que a situação principal era a ocorrência da PCR, os comportamentos e as conseqüências decorrentes das diversas situações. Nas situações secundárias encontramos as seguintes categorias: estado e/ou condições clínicas do paciente/cliente; habilidades técnicas inerentes à profissão; conhecimento ou não acerca da PCR; identificação e reconhecimento (ou desconhecimento) do local de trabalho; condições dos materiais e equipamentos; capacitação e treinamento; e circunstâncias adversas. Relacionado aos comportamentos positivos, destacamos as seguintes categorias: vivendo a sistematização no atendimento à PCR; a questão dos materiais; e estabelecendo funções durante o atendimento à PCR. Já, quanto aos comportamentos negativos, podemos destacar as seguintes categorias: vivenciando a falta (ou ausência) da sistematização no atendimento à PCR; convivendo com as dificuldades técnicas; o ambiente situacional; materiais: é difícil conhecer a sua importância?; vivendo as ocorrências adversas; e estabelecer funções: lidando com prioridades. Uma vez selecionadas as situações secundárias, os comportamentos positivos e os comportamentos negativos, pudemos categorizar as conseqüências imediatas ao paciente/cliente; na categoria que traz as conseqüências positivas temos: restabelecimento das funções vitais; como categorias com conseqüências negativas ao paciente/cliente temos: até que ponto a RCP ajuda o paciente/cliente e sua família? e óbito. Avaliando as conseqüências positivas para a equipe de enfermagem temos a categoria: salvar vidas: o que isso proporciona ao profissional de enfermagem? E como categoria abrangendo as conseqüências negativas para esses profissionais temos: fazer parte da equipe de enfermagem é saber lidar com o sofrimento. A partir dos incidentes críticos identificados, pode-se estabelecer as exigências críticas no atendimento à PCR no local de estudo e, ressaltar que para um bom desempenho no atendimento à PCR é necessário rapidez, eficiência, conhecimento técnico-científico e habilidade técnica por parte de toda a equipe que realiza esse atendimento. Além disso, identifica-se a necessidade de infra-estrutura adequada, trabalho harmônico e sincronizado entre todos os profissionais, visando o restabelecimento da vida, a limitação do sofrimento, a recuperação do paciente/cliente e a ocorrência mínima de seqüelas. A partir do momento em que esses requisitos não são atendidos, os riscos tornam-se evidentes, as ocorrências iatrogênicas freqüentes e a segurança do paciente/cliente, seriamente comprometida. / The cardiac arrest is an unexpected alternative in several moments, comprising a serious threaten to people’s lives, mostly of those who suffer an unwitnessed collapse and those hospitalized patients in critical state. In this study, under the light of quality research, making use of critical incident technique, 30 nurses of medical admission units of a university hospital in the state of São Paulo were interviewed, in order to establish the critical requirements in taking care of cardiac arrest in admission units in this hospital, through the nurse experience during the maneuvers of cardiac pulmonary resuscitation, identifying the positive and/or negative critical incidents during such care, and also the iatrogenic occurrences during the maneuvers of cardiac pulmonary resuscitation. The recorded data were classified according to secondary situations, once we determinated that the main situation was the occurrence of cardiac arrest, the behaviors, and the alternative consequences of the several situations. On secondary situations, we found the following categories: the patient/client clinical state and conditions; ability of techniques of profession; knowledge or ignorance around the CRA; identification and recognition (or ignorance) of workplace; conditions of material and appliances; capability and training; and adverse circumstances. In relation to the positive behaviors, we highlight the following categories: experiencing the systemization in taking care of cardiac arrest; in relation to the materials; and determining the functions during the medical care to cardiac arrest. As for the negative behaviors, we can highlight the following categories: experiencing the lack (or absence) of systemization in medical care to cardiac arrest; living with adverse occurrences; and to establish functions: dealing with priorities. Once the secondary situation, the positive and negative behaviors were selected, we could classify the immediate consequences to the patient/client, and as category the gruping of positive consequences we have: recovery of vital functions; as categories of negative consequences to the patient/client we have: to what extent the does the cardiac pulmonary resuscitation help the patient/client and his/her family? and death. Evaluating the positive consequences for the nursing team we have the category: saving lives: what does it promote to the professional? And as category comprising the negative consequences for these professional we have: to be part of the team is to know how to deal with pain. From the identified critical incidents we can accentuate that for a good performance in taking care of CRA it is necessary rapidity, efficiency, scientific-technical knowledge and the ability of all the team who perform the medical care. Besides that we identify the need of the adequate infra-structure, harmonious work between all of the professionals, aiming the recovery of life, the limitations of pain, the recovery of the patient/client and the minimal ocurrence of sequelae. From the moment those requirements are fulfilled risks become evident, the iatrogenic occurrences frequent and the patient/client safety seriously committed.