Acolhimento prescrito x real: uma an?lise sobre as rela??es entre trabalhadores e usu?rios na estrat?gia sa?de da fam?lia

• Main Author: Lopes, Adriana Santos
• Other Authors: 23092025415
• Language: Portuguese
• Published: Universidade Federal do Rio Grande do Norte 2016
• Subjects: CNPQ::CIENCIAS DA SAUDE::SAUDE COLETIVA; Acolhimento; Sa?de da fam?lia; Rela??es rec?procas
• Online Access: http://repositorio.ufrn.br/handle/123456789/19564

Submitted by Automa??o e Estat?stica ([e-mail]) on 2016-01-05T17:39:33Z No. of bitstreams: 1 AdrianaSantosLopes_DISSERT.pdf: 1559298 bytes, checksum: a28ce672741c5958818e0d30ee0e40a6 (MD5) === Approved for entry into archive by Arlan Eloi Leite Silva ([e-mail]) on 2016-01-08T20:26:37Z (GMT) No. of bitstreams: 1 AdrianaSantosLopes_DISSERT.pdf: 1559298 bytes, checksum: a28ce672741c5958818e0d30ee0e40a6 (MD5) === Made available in DSpace on 2016-01-08T20:26:37Z (GMT). No. of bitstreams: 1 AdrianaSantosLopes_DISSERT.pdf: 1559298 bytes, checksum: a28ce672741c5958818e0d30ee0e40a6 (MD5) Previous issue date: 2014-04-23 === O acolhimento vem sendo proposto como uma ferramenta que contribui para humanizar o cuidado, ampliar o acesso dos usu?rios aos servi?os, garantir a resolutividade das demandas, organizar os servi?os e promover o fortalecimento de v?nculos entre profissionais e usu?rios. No munic?pio do Recife, esta pr?tica vem sendo incentivada pela gest?o e sua implementa??o pautada em atos normativos, com matrizes de avalia??o e proposi??o de metas, embasadas em um modelo pr?prio do munic?pio. Este estudo objetivou analisar a rela??o entre o acolhimento prescrito e o acolhimento real, bem como suas interfer?ncias nas rela??es de reciprocidade entre trabalhadores e usu?rios nas unidades de sa?de da aten??o b?sica do Recife. Utilizou como campo de investiga??o quatro unidades da Estrat?gia Sa?de da Fam?lia do Distrito Sanit?rio IV do munic?pio de Recife ? PE. A investiga??o teve um car?ter qualitativo e, para sua operacionaliza??o, realizou entrevistas com profissionais e usu?rios, cujos discursos, foram gravados pelo modo digital de voz e posteriormente transcritos manualmente, de forma literal. Os discursos obtidos foram analisados, em grande parte, atrav?s da abordagem metodol?gica do Discurso do Sujeito Coletivo (DSC), sendo tamb?m utilizada, em menor escala, a t?cnica da an?lise tem?tica, de forma dialogada, com aportes te?ricos e documentos oficiais relacionados ao tema. Os resultados apontaram que, na maior parte das unidades de sa?de, os profissionais executam os protocolos propostos e consideram que estes t?m influ?ncia positiva para o processo de trabalho no acolhimento, No entanto, fatores como demanda excessiva, estrutura f?sica das unidades, pouca resolutividade da rede de refer?ncia, singularidades das unidades, entre outros, apareceram dificultando o cumprimento do que foi prescrito e, desta forma gerando influ?ncia negativa sobre o processo de trabalho do acolhimento. As rela??es rec?procas tamb?m sofreram influ?ncias destes fatores, dificultando, assim, a circula??o de d?divas. Entretanto, outros fatores como acesso, resolutividade, atitude acolhedora e responsabiliza??o, potencializaram as trocas rec?procas entre profissionais e usu?rios. Os achados demandam que os atos prescritivos e as rela??es rec?procas do acolhimento s?o diretamente influenciadas pelas singularidades presentes nas comunidades, pelas variabilidades humanas e por fatores ligados ? estrutura e processo de trabalho e, portanto, devem ser operados com cautela com vistas a proporcionar um acolhimento real de qualidade === User embracement has been proposed as a tool that contributes to humanize the nursing, to increase the users? access to the services, to ensure the resolvability of claims, to organize the services and promote the strengthening of the links between them and the health professionals. In the city of Recife, this practice has been fomented by the municipal government and its implementation is guided by normative acts, with evaluation matrices and proposition of goals, based on a model created by the public administration. This study intended to analyze the relation between the prescribed user embracement and the real one and their interferences with the relations of reciprocity between workers and users in the health units of basic attention in Recife. Four units of the Family Health Strategy at the Sanitary District IV of the city of Recife ? PE were taken as an investigation field. The investigation had a qualitative character, so, Interviews were performed involving professionals and users whose speeches were recorded by the voice digital mode and literally transcript. The obtained speeches were analyzed mostly through the Discourse of the Collective Subject methodological approach, being also used, but on a smaller scale, the technique of thematic analysis, in the dialogic way, with theoretical contributions and official documents related to the theme. The results pointed that in most of the health units the professionals execute the proposed protocols and consider that these have a positive influence for the working process in user embracement, however, factors such as the excessive demand, the physical structure of the units, little resolvability of the reference network, singularities of the units, among others, have appeared, hampering the accomplishment of the prescribed, creating, thus, a negative influence on the working process of the user embracement. The reciprocal relations have also suffered the influences of these factors, which made difficult, therefore, the circulation of gift. Meanwhile, other factors such as access, resolvability, sheltering attitude and responsabilization, potentiated the reciprocal exchange between professionals and users. The findings demand the prescriptive acts and the reciprocal relations of the user embracement to be directly influenced by the singularities present in each community, by the human variabilities and by factors connected to the structure and working process, so it shall be operated with caution in order to provide a real user embracement with quality