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Aim: to analyze the relations between the communication process and the occurrence of adverse events and to reflect on a model for care handover in hospital institutions. Method: theoretical reflexive study. Results: the analysis of theoretical references, publications of organizations, certifying institutions and scientific articles revealed the relation between communication failures and adverse events. It was noticed that many communication problems among healthcare professionals happen during care handover. However, when information is standardized, positive results are evidenced. Conclusions: the standardization of care handover should be encouraged, since communication is essential for human relations that involve patients, their families and professionals. This procedure contributes for transformations in healthcare institutions and for improvement of safety culture. [ABSTRACT FROM AUTHOR]