Acolhimento na equipe de saúde da família : discutindo a humanização e a resolutividade.

Abstract

The word “reception”, in the Portuguese dictionary, means to shelter, to host, to protect and to wrap. In the health context, keeping the essence of the term, reception is one of the guidelines to the National Humanization Politic (PNH). The PNH was founded in 2003 by the Health Minister with the intuit to mainstream the health politics reassuring the Unic Health System (SUS) principles. This paper is a case study with a qualitative approach. It took place at a Family Health Strategy (ESF) in a city located in the country side of Rio Grande do Sul state in Brazil. The objective was to understand how the healthcare team accomplish the reception of the users of the service. Six professionals of the service participated in the study, the choosing criteria were: be working during the data collection period, accept to participate in the study, and sign the written informed consent form. The data was collected in February 2017 throughout interviews and systematic non-participant observation. The collected data was analyzed according the content analysis method. In this study, it was made possible to understand the working organization of an ESF team in relation to the practice of reception. The existence of a limitation of the comprehension of the potential care that can be created in the reception practice became evident. The negative aspects identified are the small relevance given by the health team for the subjectivity in the illness process and the health social determinants. The positive aspects are the team movement towards the qualification of the amplified listening through internal capacitation. It was also noted that the acknowledgment of the existing fragilities in the team, as for example, the distance to the National Humanization Politics (PNH) can instigate the search for qualification.