Acolhimento na Faculdade de Odontologia da UFMG: humanização no atendimento dos pacientes

Abstract

The National Humanization Policy was created in 2003 by the Ministry of Health. This policy emerged due to the need to expand the health model based on the disease-healing axis classification, to a model that collectively addressed the family and the community, respecting the context in which they live and their life experiences. Consequently, this led to the change in the action/attendance strategies and the SUS management becoming a priority. The aim of this article was to report the implementation of welcoming practices for users seeking clinical care at the School of Dentistry of Federal University of Minas Gerais (FAO-UFMG). Based on the creation of the extension project “Welcoming and User Guidance of FAO-UFMG,” in August 2017, quantitative data related to the main complaint and referral of patients were collected from the specific clinical files of the project. Analysis of these data made it possible to note that users began to be cared for in a more humanized, welcoming, and respectful manner, with higher quality, and improved delineation of their therapeutic trajectory. The actions implemented also had a positive impact on the operational logistics of the sector responsible for receiving patients, on the care provided by the professionals involved in health care and on student learning, thereby contributing to the consolidation of the project, based on the pillars of extension.