Percepção do acesso avançado em uma estratégia de saúde da família do norte do Rio Grande do Sul

Abstract

Introduction: The increasing demand for care in health units in Primary Health Care raises the need to adopt new models of reception and scheduling appointments. Seeking to solve this problem, many PHC health units in Brazil and abroad have started an approach known as Advanced Access. Objective: To analyze the perception of the health team and users about the changes that occurred after the implementation of the Advanced Access model with regard to the waiting time for care (access), doctor-patient-team relationship, resolvability, workflow and satisfaction. Methods: Qualitative case study, carried out with professionals and users of a Family Health Strategy (FHS) in the north of Rio Grande do Sul, from September 2020 to December 2020, with the sample consisting of 5 professionals and 5 users. Results: We observed that after the implementation of advanced access in this unit, there were significant positive repercussions, in particular, to a higher level of satisfaction in the provision of the service, both by professionals and users, improvement in the flow and quality of work, greater resolution of problems of health presented by the registered population and longitudinality of care, reflecting on the consequent strengthening of the bond between team and users. In addition, a reduction in absenteeism was observed, as well as in the number of users who sought secondary and tertiary care services. In addition, there were improvements in some health indicators, in the continuity and coordination of care. Conclusions: The advanced access model, in the perception of users and professionals, allowed for greater ease of access, resolvability, longitudinality of care, in addition to strengthening the bond between staff and users.