User embracement as a strategy to achieve integral assistance in hospitals of average complexity

Abstract

Access and embracement are essential assistance elements in order to act effectively on an individual’s health condition. Admission means a change in the work process organization and a new guideline for the institution, including a different attitude of the heath professional towards the user. The objective of this study was to describe on an experience carried out in an emergency service of an average complexity public hospital, to identify how an embracement with risk classification has contributed to the integrality of the assistance as one of the principles of the Single Health System. Data were collected through observation of the strategies used during the admission of users. Data analysis was carried out through reports on the reality experienced in the Emergency Room of the institution where the study was done, after the implementation of embracement with evaluation and classification of risk, according to the authors’ perceptions. The implementation of this admission strategy represented an advance for the institution which recognized health as a right, reduced users’ waiting time (long lines) and improved the service and satisfaction of users and employees, turning the assistance into something ethical, humanized and solution-based for service users.