Fatores que se interpõem à qualidade dos serviços de saúde prestados pelas Unidades de Pronto Atendimento como meio de consumo coletivo

Abstract

The studies show a growing interest in the evaluation of the satisfaction of the users of the health sector with the quality of the services they consume. This evaluation is understood as extremely important, since the population that uses these services is the reason for the existence of the health system. In this perspective, research aimed at investigating the perception of the users of health services in general, becomes an important component in the sense of condensing reliable information with a view to subsidizing the improvement of the quality of health services. Public health services, thus strengthening citizenship and democracy. In this direction, this study aims to analyze and understand, from the social representations of the users of the Emergency Care Units (UPAs) of Recife-PE, the factors interpose or influence the problematic of the significant limitations and Contradictions regarding the quality of the health services offered by the UPAs in their various aspects, as means of collective consumption. It is a case study, with a qualitative approach, of an explicative character, whose method of analysis is constituted of social representations, whose central figure is Serge Moscovici. This method is widely used in qualitative research, since it allows us to find elements of social discourse brought by the subjects to better understand the phenomenon investigated. The results show that the majority of professionals are female, with a higher age group ranging from 18 to 37 years and 38 to 47 years, making the population as adult and economically active. Wages from formal and informal work are usually low, varying from less than 1 to 2 minimum wages to 72% of the respondents, classifying them in the poverty line according to IBGE (2015) The process of analyzing the representations of the users of the PAUs allowed the apprehension of the conceptions, visions, values and individual experiences of these subjects, allowing to unveil the association of ideas of how these users elaborate their Representations on health, public health, law, right to public health, quality, quality of public health and central issue, how do they perceive the quality of the health services provided by these Emergency Care Units. It is observed that the apprehension of these theoretical categories by the subjects of the research is influenced directly by the visions and experiences. The users reveal the theoretical categories investigated in the research, much more grounded in common sense, than in scientific knowledge, in a static and fragmented condition rather than dynamic, conscious and critical. The lack of knowledge about these concepts has led to the reduction of the participation of the users (the) responsible for the social control of the public policies characterized as means of collective consumption. The understanding that public health is the duty of the state and that it must guarantee and realize this right to all equally, without distinction has made a difference in the results of research, as they make reference to the principles of universalization and equity. The vast majority of respondents understand that public health is free and in these terms it does not constitute a return to the payment of taxes and that it should be enjoyed as a right. In general, the research subjects are dissatisfied with the quality of the services provided by the PAUs, indicating as factors that interfere with the provision of services, the offered conditions related to comfort, infrastructure, attention and courtesy, waiting time For inadequate care by the health professionals, lack of disposable material, equipment and qualified human resources for work. At the same time, the users attribute this situation to the State's responsibility as a provider Social health services, resulting in indignation and discontent on the part of the research subjects. This information for the health system can serve to evaluate the structure, process and results, therefore, quality in the provision of services, thereby effecting what ensures legislation as the right of everyone - the condition of quality.