Acolhimento na atenção primária em saúde: conceitos e percepções de gestores e profissionais da saúde.

Abstract

Reception in the Brazilian Public Health System is an action that involves attention, negotiation and resolution, which aims to strengthen the bond between the health team and users. It is crucial to overcome obstacles that affect the organization of work and the care provided. This work aims to understand the perception of health professionals and managers about the reception policy in Primary Health Care. This is a qualitative, exploratory and social research, carried out from August to September 2024, in the Basic Health Units (UBS), in the city of Cuité, located in the Curimataú region, in the state of Paraíba. The research was developed in Primary Health Care and the participants were health professionals and managers of the municipality surveyed. The sample consisted of professionals who make up the APS and the managers and had 17 participants. Primary health professionals and managers who had been in the role for at least 3 months and/or who had worked in Primary Health Care, with experience to speak on the topic and who were over 18 years old were included. Those who were absent at the time of data collection, who did not understand oral language and who did not have the ability to communicate effectively to conduct the interviews were excluded. The instrument used was a semi-structured interview. The study followed the regulatory guidelines of Resolution No. 466/2012 and was approved with CAAE 79910024.7.0000.0154. Given the established criteria, a predominance of female participants with completed higher education was evident. As a result of the research, 159 text segments were analyzed, resulting in 86.89% utilization. Seven classes emerged from the analyses and from these three categories, they are: "Understanding and strategies: how to perform reception in Primary Health Care"; "Perspective of PHC professionals on the daily reception"; "Understanding the difficulties professionals face regarding reception.” The main ideas regarding reception were seen as bonding strategies, difficulties in reception and the importance of active listening. For the participants, reception was understood as a practice beyond reception, which involves establishing bonds and a safe and comfortable environment. The study highlighted the need for new training for PHC professionals and managers on reception, since many have a limited understanding of the topic. In addition, some difficulties are pointed out as barriers to carrying out reception.