Resolução de conflitos em serviços de saúde e práticas restaurativas: o desafio da gestão

Objective: Identify the main practices of the manager in the resolution of conflicts in health services, as well as the main difficulties in this process. Methods: This is a literature review of a descriptive design and qualitative approach using secondary data through a bibliographic survey of scientific publications between 2010 and 2020 in the VHL and SciELO databases. Results: Team co-participation and the ability to dialogue are tools capable of facilitating conflict resolution. The lack of specialization and experience tends to decrease the quality of management. It is clear that there is a lack of publications on the theme of restorative practices. Final considerations: Efficient management allows the primary care network to be structured and operated in a resolutive manner, raising the quality of the service and alleviating the demands for specialized services, reducing congestion in the system. There is a gap in undergraduate institutions regarding the preparation of their students to act as managers.