Acolhimento processo de trabalho

ARTIGO ARTICLE

O acolhimento e os processos de trabalho em saúde: o caso de Betim, Minas Gerais, Brasil
“User embracement” and the working process in health: Betim’s case, Minas Gerais, Brazil

Túlio Batista Franco 1
Wanderlei Silva Bueno*
Emerson Elias Merhy 1

1 Departamento de Medicina
Preventiva e Social,
Faculdade de Ciências
Médicas, Universidade
Estadual de Campinas.
Cidade Universitária
Zeferino Vaz, Campinas, SP
13083-970 Brasil.
* Falecido

1

Abstract The subject of this paper is changes in health care when “user embracement” is used as a strategic aim. According to the “user embracement” concept, health care clients are the center of the health services’ organization, including the following: 1) care for everyone seeking it, thus guaranteeing universal accessibility; 2) reorganization of the work process, such that its central thrust is shifted from the physician to the multiprofessional staff, or “user embracement team”, in charge of “hearing” users and becoming involved in solving their health problems; and
3) solidarity, humanity, and citizenship as parameters for the relationship between health care users and providers. The research showed improvement of non-medical health care productivity and greater accessibility by users. After nine months, the “user embracement team” solved 50% of the health problems themselves. The above-mentioned effects were also linked to workers’ motivation, leading to greater creativity in the work process.
Key words Program Evaluation; Medical Care; Ambulatory Care; Community Health Services

Resumo Este trabalho relata experiência de inversão do modelo tecno-assistencial para a saúde, tendo como base a diretriz operacional do acolhimento. O acolhimento propõe que o serviço de saúde seja organizado, de forma usuário-centrada, partindo dos seguintes princípios: 1) atender a todas as pessoas que procuram os serviços de saúde, garantindo a acessibilidade universal;
2) reorganizar o