Brazilian Nursing Communication Symposium SIBRACEN
MATUMOTO, Silvia, MISHIMA, Silvana Martins, FORTUNA, Cinira Magali et al. Preparing the service relationship : tool for the welcoming reception in health units?. In Proceedings of the 8. Brazilian Nursing Communication Symposium, 2002, San Pablo (SP, Brazil) [online]. 2002 [cited 10 December 2013]. Available from: <http://www.proceedings.scielo.br/scielo.php?script=sci_arttext&pid=MSC0000000052002000100051&lng=en&nrm=iso> .
This study aims to identify and analyze aspects pertinent to the preparation for a relationship established between workers and user at health units of the basic health services in Ribeirão Preto from the perspective of the welcoming reception. This is understood as a process, consisting of a group of actions executed in different manners in the moment of the service. For the development of this study, we adopted the theoretical perspective of the work process in health according to MENDES GONÇALVES (1992). To instruments to collection of data were selected the Participant observation and semi-structured interview were selected as research instruments, and thematic analysis was selected for analyzing data. It was identified that, for the welcoming reception to happen, there occurs a preparation "moment" involving the worker, the physical space and the relationships present at work with a view to user attendance, which does not always consider the needs expressed by the user towards the health services. Although there are difficulties with respect to resource availability, especially in the public sector, we have to stop for preparing the relationship service/user and worker/user, seeking to consider aspects linked up with a more human and welcoming relation in the structuring of the service, since it is in live, on-the-spot work, in this intercession, that the quality of care is configured.
Keywords : work process in health; welcoming reception; intercession space.