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Previous issue date: 2014-08-29 / A Pol?tica Nacional de Humaniza??o (PNH), que visa ? humaniza??o das rela??es
entre profissionais e usu?rios, orienta-se pela proposta da cl?nica ampliada e prop?e
o acolhimento como um dos dispositivos para sua viv?ncia. O acolhimento requer
uma atitude que garanta a escuta qualificada, a oferta de tecnologias adequadas e o
estabelecimento de v?nculos para melhor resolubilidade dos problemas de sa?de dos
usu?rios. Este estudo teve por objetivo avaliar a satisfa??o dos usu?rios da
Estrat?gia Sa?de da Fam?lia (ESF) no tocante ao acolhimento na perspectiva da
escuta qualificada e da produ??o de v?nculos, no munic?pio de Recife-PE. Trata-se
de um estudo quantitativo e qualitativo, avaliativo e transversal. Foram entrevistados
297 usu?rios, nos seis distritos sanit?rios do munic?pio, que fazem uso dos servi?os
ofertados pela ESF. Para a coleta dos dados foi utilizada a Escala de Avalia??o da
Satisfa??o dos Usu?rios com os Servi?os de Sa?de Mental - Satis-BR-forma
abreviada, adaptada para o tema do acolhimento. Os dados quantitativos foram
analisados com o auxilio dos softwares Statistical Package for Social Science
(SPSS) 17.0, calculando-se as frequ?ncias absolutas e relativas. Os dados
qualitativos foram trabalhados atrav?s da an?lise de conte?do de Bardin com a
elabora??o de categorias tem?ticas. Os resultados apontam que os usu?rios, em
sua grande maioria, est?o satisfeitos com o acolhimento ofertado pelas equipes. Em
torno de 66% afirmam ser muito ou bastante escutados pelos profissionais; 80,2%
referem ter obtido alguma ou muita ajuda quando procuraram o acolhimento; 64,6%
apontam que a acolhida ? amig?vel ou muito amig?vel. Nos quesitos da ambi?ncia,
55,9% dos usu?rios demonstram indiferen?a e insatisfa??o com o aspecto do
conforto e apar?ncia; no quesito das instala??es gerais do servi?o, 69,4%
consideram de regular a p?ssimo. Das falas emergiram tr?s categorias tem?ticas:
satisfa??o com o acolhimento, insatisfa??o com a ambi?ncia e sugest?es de
melhorias no acolhimento e servi?o. Esse estudo contribuiu para o entendimento de
que a escuta e o v?nculo t?m presen?a no acolhimento do munic?pio e para
demonstrar que a ambi?ncia ? uma poss?vel fragilidade na opini?o dos usu?rios. / The objective of the National Humanization Policy (NHP) is to humanize relations
between professionals and users. It is guided by the proposal of expanded clinic and
proposes the embracement as a strategy for its existence. The embracement
requires qualified hearing, the provision of adequate technologies and the
establishment of relations for better solving health problems of users. The objective
of this study was to evaluate user satisfaction of the Family Health Strategy (FHS)
regarding the embracement from the perspective of qualified hearing and improved
relations in the city of Recife- PE. In this quantitative, qualitative, evaluative and
cross-sectional study, 297 users of the services offered by the FHS were interviewed
in six health districts of the city. For data collection, the Satisfaction Rating Scale of
users with Mental Health Services - Satis-BR- abbreviated and adapted to the subject
embracement was used. Quantitative data were analyzed by using the software
Statistical Package for Social Science (SPSS) 17.0, calculating the absolute and
relative frequencies. Qualitative data were analyzed by content analysis of Bardin
with the elaboration of thematic categories. The results indicate that most users are
satisfied with the embracement offered by the teams. About 66% reported being very
or fairly heard by professionals; 80.2% reported to have obtained some or much help
when searched for embracement; 64.6% indicated that the embracement is friendly
or very friendly. Regarding ambience, 55.9% of users demonstrated indifference and
dissatisfaction with comfort and appearance; regarding general facilities of the
service, 69.4% reported as regular to awful. Three thematic categories were revealed
by the speeches: satisfaction with embracement, dissatisfaction with the ambience,
and suggestions for improvements in embracement and service. This study
contributed to the understanding that both the hearing and relations are present in
the embracement of the city and also to demonstrate that the ambience is a possible
weakness in the opinion of the users.
| Identifer | oai:union.ndltd.org:IBICT/oai:repositorio.ufrn.br:123456789/19992 |
| Date | 29 August 2014 |
| Creators | Lucena, Ligiana Nascimento de |
| Contributors | 20183003420, http://lattes.cnpq.br/3535935637398553, Medeiros J?nior, Antonio, 15495728491, http://lattes.cnpq.br/8911091115987549, Souza, Dyego Leandro Bezerra de, 00902557475, http://lattes.cnpq.br/9953301230987878, Bosco Filho, Jo?o, 90467345449, http://lattes.cnpq.br/3068285662145237, Rodrigues, Maisa Paulino |
| Publisher | Universidade Federal do Rio Grande do Norte, PROGRAMA DE P?S-GRADUA??O EM SA?DE DA FAM?LIA NO NORDESTE, UFRN, Brasil |
| Source Sets | IBICT Brazilian ETDs |
| Language | Portuguese |
| Detected Language | English |
| Type | info:eu-repo/semantics/publishedVersion, info:eu-repo/semantics/masterThesis |
| Source | reponame:Repositório Institucional da UFRN, instname:Universidade Federal do Rio Grande do Norte, instacron:UFRN |
| Rights | info:eu-repo/semantics/openAccess |
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