[en] The current doctoral dissertation belongs to the field of gerontology health professionals. The premise that underlies this contribution is that a prosocial orientation, behind interpersonal interactions and organizational cultures, should promotes wellbeing, prevent the enactment of violence, and be a protective factor by enhancing good relations among social-health professionals, individuals, and groups they interact with. From the approach of the Prosocial Communication and in order to understand the difficulties and mechanisms involved in the interactions, a qualitative research has been performed. Within this methodological framework three main sources were considered: (a) the functional helicoidally model; (b) the specialized literature on Prosocial Communication; and (c) the health professionals' information that comes from the practice itself, in which process of inquiry and training were combined. Indeed, the epistemological framework in which these inquiry-training sessions were held is the named Participatory Action Research (PAR). A total of 15 Focus Groups were carried out, in which nine expert health professionals took part from different health centers. The sessions were recorded and a large part of results were evidenced using panels to display the contributions made by participants. Then, the material was analyzed in three phases, divided in nine different steps. The final outcome was an interpretative integrative model that informs about challenges and coping strategies that are needed in order to promote Prosocial Communication within the context of health care. Finally, to provide reliable evidences, the research has been subjected to an intense scrutiny by applying different checklists of assessment. Unambiguous conclusions and implications for practitioners are emphasised from the current dissertation. From an exhaustive revision of the existing literature, including scientific as well as non-scientific search engines, an integrative model of Prosocial Communication have been proposed. This model offered novel links between previous conceptualizations and current contributions, by providing a synthesis with theoretical-practical integrations, unique in the field of health and social services in gerontology. Educational preventive programs, training and counselling, which involves health professionals and caregivers, should gain from the new applied Model of Prosocial Communication.

[es] Esta tesis se sitúa en el ámbito socio-sanitario gerontológico. Se parte de la idea que la orientación prosocial en forma de interacción interpersonal y también cultural organizacional, favorece el bienestar, la prevención de la violencia y es un factor protector de una buena relación entre el personal sanitario y los actores con los que este personal interactúa. Para comprender las dificultades y los medios de respuesta desde la perspectiva de la comunicación prosocial, se realiza una investigación cualitativa que utiliza tres fuentes: (a) el modelo funcional helicoidal; (b) la bibliografía especializada sobre Comunicación Prosocial y; (c) la práctica, a través de un proceso de consulta-formación con profesionales socio-sanitarios. El marco epistemológico en el que fueron realizadas las sesiones es la Participatory Action Research (PAR). Se llevan a término 15 Focus Group, en los que han participado nueve profesionales expertos que proceden de distintos centros sanitarios. Las sesiones fueron grabadas y gran parte del material se materializó en paneles de visualización de las aportaciones de los miembros del grupo. Todo este material se elaboró de acuerdo con un proceso de análisis en tres fases, que incluía nueve pasos. El resultado final se presenta como un modelo interpretativo que informa sobre las dificultades y los medios de afrontamiento que deben ser considerados para promover la comunicación prosocial en los contextos laborales considerados. El estudio ha estado sujeto a diversas checklist de comprobación para ga-rantizar su credibilidad. Como conclusiones de investigación y de transferencia, se destaca la revisión exhaustiva y la síntesis teórico-aplicativa de todas las publicaciones existentes sobre Comunicación Prosocial. Se propone un modelo que articula los resultados de las conceptualizaciones previas con las contri-buciones actuales, proporcionando una síntesis integrada teórico-práctica, única en el ámbito de los servicios sociales y de salud en gerontología y de gran alcance para programas preventivos de educación, formación y ase-soramiento dirigido a profesionales del ámbito socio-sanitario.