Bibliografic
reference:
Marques,
GQ. Demandas do pronto atendimento e os processos de trabalho em serviços de
porta aberta. [dissertação de mestrado] Porto Alegre/Rio Grande do Sul.
Universidade Federal do Rio Grande do Sul, 2004.
Advisor:
Maria Alice Dias da Silva Lima / Escola de Enfermagem – Universidade federal
do Rio Grande do Sul (UFRGS) / malice@enf.ufrgs.br
Abstract.
This
study is aimed at identifying and analyzing users’ demands to
emergency services of a Health Center, as well as examining the
organization of work in that service, identifying how users’ access to,
acceptance by and bond to the Health system takes place.
It is a case study of qualitative approach.
Data collection was carried out as free observation by time sampling.
Observation focus was on the organization of the work process and on care
given to users that obtained some kind of attention at the Emergency Service.
Data analysis was based on a dialectic approach.
Data obtained were classified in relevance structures and later grouped
in two sets: Demands to the emergency services; work organization and use of
light technologies.
Work process in emergency services is organized in order to meet some of
the population’s health needs, responding as much as possible to the aim of
treating the main complaint, refering the user, when necessary, to references of
distinct complexity levels regulated in the Heath System’s hierarchy.
Acceptance is present in the actions of professionals, but it is still
little explored as a strategy to widen access and bond to the System.
The main reasons for users to seek the service were: serious situations
and risk situations, acute complaints that involved physical and emotional
discomfort, specific needs characterized as non-urgent, complementary care
regarding that received in other health services and the bond to the service
itself.
It has been demonstrated that users see the search for a good service
differently from what workers see. The former seeks emergency services to solve
problems that bring them difficulty and discomfort; to the latter, users’
needs are defined based on the biological model and the System’s organization.
Main
Bibliography
Merhy
E. E.. Saúde: a cartografia do trabalho vivo. São Paulo(SP): Hucitec, 2002.
189p
Cecílio
LCO. As necessidades de saúde como conceito estruturante na luta pela
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Rio de Janeiro (RJ): UERJ, IMS:ABRASCO; 2001. p.113-26
Franco
TB, Bueno WS, Merhy EE. O
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Minayo
MCS. O desafio do conhecimento: pesquisa qualitativa em saúde. 2ª Ed. São
Paulo/Rio de Janeiro: Hucitec; 1993.
Matumoto
S. O acolhimento: um estudo sobre seus componentes e sua produção em uma
unidade de rede básica de serviços de saúde. [dissertação]. Ribeirão Preto
(SP): Escola de Enfermagem de Ribeirão Preto, Universidade de São Paulo; 1998.