Qualidade do serviço especializado pela ótica do usuário com estomia de eliminação

Abstract

Objective: to identify the quality of the care provided by a specialized service aimed at people with elimination stomas, the sociodemographic and clinical characteristics, and the skills for self-care with stomas. Method: observational, descriptive and cross-sectional study. Data collection occurred through a telephone survey, from January 8 to February 21, 2025, mediated by an instrument with 48 questions. A total of 234 calls were made to 87 people with an active registration in the specialized service. The sample consisted of 38 people with elimination stomas, aged 18 or older, who had access to an active landline or mobile phone. The data underwent descriptive analysis, with frequency distribution and percentage. The study was approved by the Research Ethics Committee (CAAE 83818924.0.0000.5149). Results: sample of 38 people with an average age of 61 years; median education of eight years; 55% werw female; 84% were exclusively from the Unified Health System; 74% waited up to 15 days for the first service appointment; 50% had a follow-up within 15 days, 16% had two to three appointments in the first six months of the service; 100% went through the nurse´s consultation, 55% with the social worker, and 32% with the doctor. The nurse provided the first service to 84% of the users; 89% werw satisfied with the amount of supplies received; 79% considered it sufficient, for 84% there was no shortage of the collection equipment, 84% performed the emptying of the collection equipment, 76% applied it to the stoma, 66% stated they had adapted to the new condition, 79% frequented collective environments, 78% experienced some complication with the stoma and skin after 30 days of hospital discharge, 82% had the ability to recognize them, 71% had an attitude towards resolution, 74% resolved them at home, 50% had a tempory stoma, 37% had a permanent one, and 13% did not know to inform. 58% of people with a temporary stoma expected to undergo intestinal reconstructiona, with 36% awaiting surgery scheduling, 27% a colonoscopy exam, and 18% a medical evaluation. Among users with colostomy and recommendatios for self-irrigation, 60% did not perform the procedure. Conclusion: the data indicate timely access, good acceptance of the supplied inputs, and the nurse`s protagonism. There is a shortage of medical consultations and social worker support, as well as delays in intestinal reconstruction and self-irrigation. Contributions: user reports help identify situations that may the quality of care provided by the specialized service, allowing for interventions to be implemented by the team, including the manager, in accordance with the provisions of Ordinance 400/2009.