Acolhimento e classificação de risco como dispositivo de construção de práticas em um serviço de urgência e emergência.

Abstract

The creation of the Brazilian National Health System (SUS) brought a huge breakthrough for the Brazilian health system, but there were some challenges to overcome as the access to its services and the guarantee of a comprehensive and resolute health assistance. The emergency and urgency services are recognized as the main gateways of the users in the health system and repeatedly suffer from overcrowding. Therefore, the Ministry of Health created the National Humanization Policy in 2003 in order to improve the health care, which can be highlighted in this policy as a guideline, the treatment and the classification of risk, which provide a set of actions that aim to qualify the health care system, with changes in health practices, contributing to service agility from pre-established protocols and clinical analysis, according to the necessity, providing a service with accountability and effectiveness. The nurse is one of the most suitable professionals to carry out this process, due to the peculiarities of the profession. The focus of this study is to understand how the treatment process and risk classification is performed in the emergency sector of a hospital institution, has qualitative basis inspired by the Etnonursing theory developed by Madeleine Leininger. The collection was carried out through participant observation and triggering questions, with professionals involved in the receiving and risk classification process. The results indicate that the application of these procedures do not ensure advances in the health care process, making qualification necessary, through humanization, treatment, work process organization and a holistic education of health professionals.