Atendimento de saúde prestado pela Escola de Aprendizes-Marinheiros do Espírito Santo: oportunidade de melhoria no serviço ofertado

Abstract

The host is a humanization device that seeks to promote the construction of relationships of trust and commitment between teams and services, enabling advances in the alliance between users, workers and managers. The concept of humanization has been understood as a new culture of health care and a form of assistance that values the quality of care from a technical point of view, including the recognition of patients' rights, their subjectivity and culture. Therefore, humanizing care means to articulate the technologies with the relationship, being the essential human factor in the effectiveness of organizational devices in health. The host includes to meet, respond, personalize, guide, engage, explore, understand and act. When effective, the meeting between professional and user is able to provide the establishment of a relationship of help, in which the demands and expectations of the latter are mapped, as well as being an opportunity for continuous improvement in the service provided. The Espírito Santo Seamen's Apprenticeship School is a Military Organization with Medical Facilities, and is responsible for primary medical care for users of the Navy Health System in its area of coverage, i.e. the entire state of Espírito Santo and some municipalities in Minas Gerais. The School's Health Department has a Suggestion Box. After surveying the suggestions and complaints made by users during 2019, it was observed that some complaints were repeated among the public served, with the poor quality of the health care provided by the School to its users being the second largest group of problems pointed out. The critical causes selected were the unpreparedness of the Health Department's workforce to deal with users and the lack of knowledge of the service routine, as well as the Health Department's main processes by its professionals. Following the actions taken, the main results obtained were a reduction in the percentage of health professionals with poor knowledge of the Health Department's routine and processes from 50% to 7.9% and an increase in the percentage of health professionals with adequate knowledge of their sector's routine from 50% to 92.1%.