ACOLHIMENTO COM CLASSIFICAÇÃO DE RISCO NAS URGÊNCIAS E EMERGÊNCIAS NA PERSPECTIVA DO USUÁRIO.

Abstract

It is a descriptive and exploratory study with a qualitative approach, conducted from November of 2014 to February of 2015 in urgency and emergency units in the city of Goiania, aiming to analyze the reception process with risk classification within these public units through a client s perspective. 68 clients took part of this study. They were in the urgency and emergency units selected and they had been taken care of through the risk classification and had received the specifications: yellow, green and blue. The data was collected through interviews and direct observation and registered in a field diary. In order to collect the data, it was used the technique of semi structured individual interview taped in audio. It was observed that clients were not well guided on the concept and applicability of the reception with risk classification within these units nor on the benefits this method allows to the public health system. There were unhappy clients, but the majority found itself happy with the risk classification. It was observed that some of them, due to the recurrence to these units, have discovered how the system worked and found ways to anticipate their medical care. However, they declared that there was never a clarification from the institutions. There is a certain degree of approval of the reception with risk classification from part of the clients, for many of them demonstrated to understand the difference in the seriousness of those who seek care in these units saying that they felt safer waiting for the care after being trialed in the reception unit. The study has concluded that the client awareness of how the system works and the goals of the risk classification have provided them with a better understanding of the units flow in identifying which cases are urgent, allowing the reorganization of the internal unit flow and indicating a subtle level of awareness of which unit the client should go to in order to have his or her needs attended and also offering safety to clients and professionals involved in the risk classification process as soon as the patients arrive in urgency and emergency units.