Acesso e acolhimento na atenção básica: um olhar sobre a região de saúde do Baixo Amazonas, Pará

Abstract

The present work has as general axis the discussion of access and reception, as a form of reorganization of the work process in health to guarantee the universal and humanized access, the resolution of the demands of the users and the integrality. Its general objective is to analyze the conditions of access and reception in Primary Care in the health region of Baixo Amazonas, Pará, discussing the main advances and challenges. This is a descriptive research, with a quantitative approach, in which secondary data from interviews with the health teams and users participating in the National Program for Improvement and Quality of Primary Care (PMAQ-AB) were used. Variables of the External Evaluation Instrument of the professional modules II and module III users of the second cycle of PMAQ-AB, 2014, were selected. In the data, 58 health teams from the municipalities of Baixo Amazonas were enrolled and joined the PMAQ-AB in 2014 and 232 PMAQ-AB participating users, who were interviewed about the experience of using UBS. Statistical Package for the Social Sciences, version 22.0 and Microsoft Office Excel 2016 were used to analyze and separate the data. The results highlighted specific characteristics about access and reception in AB: scheduling forms, waiting on arrival and for consultation, attending to spontaneous demand, reception in the basic care team, shift and frequency of reception, unit functioning and problem solving by health teams. As for access, more than 50% of the UBS do not schedule every day of the week, presenting specificity as days and times. These results indicate difficulties in the organization of the agenda, as it is possible to highlight that there is still a need for tokens and a queue for the user to arrive at the service. Regarding the reception, the research revealed a high percentage of host "implantation", not only as a one-off practice, but as part of the daily work of the teams of the Health Region of Baixo Amazonas, being carried out in five days or more per week. The results indicate a concentration of reception in the reception room, but this should happen in the different environments of the unit. One observation to be made is that in general the professionals presented a more positive evaluation than the users, which demands to evaluate the way the AB is being visualized in the perception of the community.