Risk classification and user perception

Abstract

In Brazil, the humanization policy is not presented as a mere set of abstract proposals but a policy that is built from concrete possibilities and experiences that can be improved and multiplied. This research aimed to evaluate the perception of the user to the risk rating in Emergency Unit 24 (UEC) 24hours. It is a descriptive study of qualitative approach, with the participation of users of Unified Health System (UHS) that used the service. Data collection took place between February and March 2015, as an instrument for data collection we used a semi-structured questionnaire developed by the researchers, containing ten questions with open-ended questions, with information on the risk classification. For data analysis, because it is qualitative data were subjected to content analysis. It was possible to identify the perception of users about the risk rating in the UEC 24hours customer service, in which users could not distinguish the services in UEC are just urgent care and emergency and also failed to accurately define the objectives for which it was implemented risk rating. Still, the study brought to light the need to develop strategies aimed at health education in order to have more explanations on the dynamics of risk classification and thus generate more satisfaction and acceptance by users.