Acolhimento: percepção de profissionais e usuários de uma unidade de Atenção Primária à Saúde

Abstract

ABSTRACT Introduction: A user embracement made with qualified listening and establishment of bonds is necessary to ensure access and resolution of demands in public health. Evaluating a service is important to plan and promote change. Objective: To evaluate the perception of users and professionals about the embracement in a primary health care service. Methods: 184 users and 27 professionals from an ESF team were interviewed, performing a cross-sectional study, with primary data collection and quali-quantitative approach, which were tabulated and discussed. Results: Of the users, 79% were female. 79.3% of respondents declared themselves literate, 38% were retired or pensioners and with low income (up to three minimum wages). 73% have a positive perception of their health and feel more satisfied with access to health services, as well as 70% of respondents who do not have health insurance. Both sexes were satisfied with the way the reception is carried out in the unit. 93% of professionals rated themselves in good health, but only 22% rated the service as good or excellent. The concept of 'User Embracement' is not fully understood by the team. Users rate staff services better than health professionals. Conclusions: Continuing education must be reactivated so that the concept of welcoming is understood and the service better meets the user's demand, in a humanized way. However, a proposal for the humanization of care aimed at a better relationship between the team and the user needs to be linked to changes in the management and organization of health services, as well as in the physical structure, articulating technological advances, light technologies and reception, better working conditions and communication processes. Reactivating permanent education, promoting popular education in health and valuing professionals and users of the health system are pillars that will enable qualified listening and full satisfaction of the actors involved.