O programa "Posso Ajudar?" na humanização do acolhimento na atenção primária à saúde

Abstract

The central theme of this study comprises the humanization of care, based on research results produced nationwide that portray the theme, translated into initiatives such as the Programme "Can I help?", which prioritizes the quality of care and is being implemented by working groups in SUS, in some states and municipalities. In this perspective, this study aims to: investigate the published scientific works that have as a central focus humanization of care in primary health care, analyze the results of the researches investigated and relate the results obtained with the assumptions of the program "Can I help?". Its a study of integrative literature review, conducted by searching in databases of the Virtual Health Library: LILACS, and at the website of Ministry of Health. To facilitate data collection, there were used the terms: care in primary health care; humanization in primary health care; humanization of care, and Humanizasus and receptivity. The final sample was composed of 12 studies, available in its entirety, electronically published, in the period 2003 to 2013. Data analysis allowed the identification of three themes: Humanization of care; Hospitality; and Receptivity in Primary Health Care. Within these categories was possible to visualize ten subcategories: primary care; reception at the entrance door of the emergency; practicality of reception; practicality: access and service; ethical implications; dialog, posture and health services; affection, empathy and alterity; practicality and qualification of the SUS; spontaneous demand; user perception and team on access and service; user perception about the access, room service and listening. Categories and subcategories were interpreted, aiming to raise basic strategies of humanization from the studies exposed in the review, which motivated the analysis of assumptions of the Program "Can I help?", considering the humanization of care in primary health care.