A construcao de competências e o trabalho deacolhimento em uma unidade básica de saúde deBelo Horizonte

Abstract

User embracement in the Basic Healthcare Centers (Unidades Básicas de Saúde UBS) has as its main objective the reorganization of work in health through providing to the public a humanized assistance with a high case-resolving capacity. Since there are no jobs that can be simply resumed into a list of tasks, the nurses and nursery attendants, who are in charge of the reception in the family health teams, face variability and unforeseen situations in daily work, which can harm the way these workers conduct the assistance to the public. Thus, theseprofessionals mobilize their manifested competences as manners of acting and cognitive strategies, aiming to provide a health service that is universal, integral and of quality. The objective of this research was to analyze the competences mobilized by nurses and nurseryattendants when it comes to user embracement in one Basic Healthcare Center located in Belo Horizonte. The Human Engineering approach was used, being chosen as method the ergonomic analysis of the work. The data originated from semi-structured interviews, systematic observation of the work and documental analysis. The study was made by theobservance of six professionals: two nurses and four nursery attendants. The content analysis used was that described by Maroy (2005) for data treatment. The results showed the existence of situations that can compromise the realization of user embracement, such as the demand of patients, acute cases, the lack of information when it comes to the team rules, room inadequacy for the caring for patients, absence of doctors, among others. Nevertheless, the professionals use competences such as the management of care, affectionate skill, theknowledge on how to diagnose, the ability of dealing with patients and communication skills to guarantee the satisfaction of those who look for an effective health care. The conclusion is that there is a need for the mobilization of professional competences in user embracement inorder to accomplish the objectives of the health system. The recognition through the management of this knowledge, as well as of the lived situations during work, can facilitate the adjustments and improvements in the work conditions and in the work environment, qualifying the health care provided to the patients