Avaliação do acolhimento na produção de serviço de saúde : clínica de odontologia da Unisc.

Abstract

Often, the professional meets the user of the health service, building a space of intercession with him, marked by the pain, anxiety and suffering of this user who wants to be understood and attended to his needs, that is why the relevance of light technologies in the practice of dental surgeon. Among these technologies, the reception and bonding stand out, two concepts that complement each other in the construction of humanized health care. Thus, it is understood that embracement is fundamental in oral health services and presents itself as a device capable of guiding the organization and planning of tasks performed in health services, in a more efficient and positive way, becoming an indispensable management tool. The objective of this research was to evaluate welcoming from the perspective of the user who seeks oral health care performed at the Dental Clinic of UNISC (University of Santa Cruz do Sul). This is a descriptive study with a qualitative and quantitative approach, that participated 148 users of the health service, establishing as inclusion criteria: age over 18 years and having been attended in the subject of Supervised Internship in Prosthesis in the period 2019/1 included in the course curriculum. The data collection took place in August and September 2020, through telephone calls and the collected date was analyzed and described in tables. The results showed that most users are satisfied with the reception offered by the health team, where 99.3% rated the reception of the professionals as excellent/good, showing satisfaction with the conditions and facilities of the Dentistry Clinic. There was also user satisfaction related to the qualified listening of the health professionals that make up the dental team, 96.6% answered that they felt often heard and with due attention. Empathy, sincerity and respect are some principles that can favor communication, which demands permanent learning and be carried out with quality, which can enhance the service’s planning and actions. Communication involves not only the ability to do things, but, above all, to listen to others in a welcoming way, sensitizing and mobilizing individuals reaching their subjectivity, and not just providing them with information providing a conceptual understanding of services.