User's demands to an emergency service and their welcoming in the health system

Revista Latino-Americana de Enfermagem

Giselda Quintana Marques¹  Maria Alice Dias Da Silva Lima² 

[1] ,Municipal Health Secretary of Porto Alegre

关键词: health services;    quality of health care;    health councils (SUS);    emergency medical services;    servicios de salud;    calidad de la atención de salud;    Conselhos de Saúde (SUS);    servicios médicos de urgencia;    serviços de saúde;    qualidade dos cuidados de saúde;    conselho de saúde (SUS);    serviços médicos de emergência;   

DOI  :  10.1590/S0104-11692007000100003

来源: SciELO

【 摘 要 】

This study aims to identify and analyze users' demands to emergency services, as well as to examine the work organization to welcome them in the health system. We carried out a case study with a qualitative approach. Data were collected through free observation by time sampling. Observation focused on the organization of the work process and on the care given to users who received some kind of care at the emergency service, highlighting their demands and their acceptance in the system. Users who demanded health services displayed different needs, ranging from the simple to the more complexes level. The work process was organized to meet some of these needs, aiming, within certain limits, to treat the main complaint and follow the health system hierarchy. Healthcare users were responsible for obtaining integral care. They journeyed alone, at their own risk, through different services, with no guidance or help from the healthcare system, as would be expected.

【 授权许可】

CC BY   
 All the contents of this journal, except where otherwise noted, is licensed under a Creative Commons Attribution License