Acolhimento em uma Unidade Básica de Saúde de um município de Sergipe

Abstract

The population's difficulties in accessing health services in Primary Health Care are identified as a major obstacle to its consolidation as the organizer of the Health Care Network in the Unified Health System. Welcoming is seen as a mechanism that makes it possible to expand access to the user and carry out the Primary Care mission as the main gateway to the system. This study aimed to know the understanding of professionals and users about the organization and implementation of user embracement in the work process in a Basic Health Unit in the city of Neópolis, Sergipe. This is a qualitative, descriptive study. The research participants were 13 health professionals and 10 users of a Basic Health Unit in the urban area of that municipality. Data were collected through individual interviews, which were recorded. Data analysis was based on the theory of content analysis, in four phases, as recommended by Malheiros. From the data, two categories were established, the first category "Perception of reception" and subcategories "in relationships", "in the quality of care", "in the work routine" and "in professional qualification" and the second category "Reception in the work process” with the subcategories “difficulties and barriers to access” and “user flow in the Basic Health Unit”. The results showed that both professionals and users correlated reception with the field of relationships between them, being recognized in all spaces. It was also possible to identify the need for better management of the agenda, behaviors and postures as barriers to access and shortage of materials and medicines. The training of professionals is a factor for effective reception and the lack of professional preparation was another point observed. Professionals must feel prepared according to their clinical competence and this identification of the need for training may suggest a deficiency in the provision of training on the subject by management. Welcoming is identified as a quality tool in the SUS and reflections on the flow of users in the unit must be carried out, evaluating professional practice in an articulated way among professionals with the involvement of local managers for its effectiveness. Thus, this research generated as a product the proposal to carry out pedagogical workshops with the objective of training professionals to structure the practice of welcoming in the organization of the work process. Permanent Education in Health in this scenario encourages collaborative work through problematization and, for that, in addition to professionals, it sought to include users and managers in the methodological path, within the scope of their responsibilities.