A frequente procura dos usuários ao serviço de urgência pediátrica : uma visão dos profissionais de saúde.

Abstract

Frequent user can be defined as the one who seeks for care four times or more, within a year, in the same emergency service. Given this fact, this study had as main objective analyze the causes of frequent searches to pediatric emergency service from the perspective of the health professionals. A descriptive, exploratory research with qualitative approach was performed. The data were collected from a semi structured interview performed with the health professionals working in a non-hospital unit of pediatric emergency. The existence of frequent patients in such unity was identified and, through the vision of these professionals, the reasons for the repetitive search, such as the parent disbelief in the medical conduct and the immediacy of care, which contributes for the fact that parents not wait the necessary time for medication to be effective. It was also evidenced that these frequent searches for health care contribute to fatigue and mental and physical exhaustion of these professionals, that end up frustrated by having to repeat the same guidelines, generating work overload for the whole team. Finally, these professionals were asked about possible solutions for the optimization of the service and, unanimously, they identified the need for effective actuation of primary health network and the referral and counter-referral system resulting therefrom, as well as greater and effective education in permanent health for the users. Thus, it was concluded that the results obtained evidenced the importance of this subject, often neglected by authors or health professionals, because it can generate a rise in rework and negative effects, both in the team and in the quality of the service provided, considerably affecting the entire idealization of the Unified Health System.