Escuta qualificada como instrumento do acolhimento no processo de trabalho dos profissionais de saúde na ESF

Abstract

User Embracement is one of the fundamental principles of the National Primary Care Policy, being essential for the qualification of health services, notably in Primary Health Care, and Qualified Listening is one of the instruments for organizing primary care services. Although there are specific public policies that recommend and encourage the practice of User Embracement in health environments, there are still difficulties or insufficiency in their implementation. The present study aimed to analyze, together with health professionals from a Basic Health Unit, which has Family Health Strategy teams in a municipality in the State of Alagoas, the strategy of implementing Qualified Listening, identifying the elements implementation enhancers and barriers to its use in the work process. Twenty-one health professionals from the 03 Family Health Teams that make up this Basic Health Unit participated in this research. It is, therefore, a qualitative study, carried out through an Action Research and used the workshop technique to produce information. The study observed that most health professionals at this Basic Health Unit are unaware of the Qualified Listening process, often confusing it with the concept of general welcoming, carried out during the reception of the user upon arrival at the Basic Health Unit, it was observed that the problem-solving capacity and satisfaction of both users and health professionals were one of the benefits that Qualified Listening could provide. The lack of professional qualifications and the professional's motivation were identified as hindering factors for its realization. This research also generated a product seeking to implement the Qualified Listening process at Cacimbas Basic Health Unit, completing the Action-Research cycle. As final considerations, the understanding of Qualified Listening as another instrument that we can incorporate into our work process offer us the possibility of working with users ́ demands with integrality and resolution, with a look beyond a user embracement technique with risk classification, and it is necessary to continue the collective construction process for the effective implementation of Qualified Listening in this Basic Health Unity.