Malta CD, Ferreira L, dos Reis AT, Merhy EE. Mudando o processo de trabalho na rede pública: alguns resultados da experiência em Belo Horizonte. [ Changing the process of work in a public network: some results of the experience in Belo Horizonte. ] Saúde em Debate [ Health in Debate] (Río de Janeiro, Brazil ) 2000; 24 (56): 21-34.
Objectives: To analyze the results of planning initiated in the Secretariat of Health in Belo Horizonte , Brazil between 1994 and 1996 to transform the process of work in basic units of health care. To explain the results of the conducted evaluation.
Methodology: Analytic and interpretive.
Results: The welcoming [ acolhimento ] implemented in the municipal public network of Belo Horizonte was used as a change strategy in the work process in health. The objective was to transform and to humanize the relationships between workers and users, and among workers themselves. Reflection among workers dealt with questions such as privacy and individualism, the form in which workers perform their activities, the degree of cooperation in the health team, the humanization of interpersonal relations, and the sensibility of listening to users demands. Thus, the work analyzed in the article makes possible a reflection about health as a right of citizenship and the form of initiating in everyday services the principles of universal access, integrated care, and clinical and public health responsibility with the user population. The article presents the principal concepts utilized, the methodology of work, and presents new indicators developed to measure the impact of the changes implemented and the results achieved in the experience. The authors specifically analyze the concept ofacolhimento , which guides the experience and signifies an orientation of health workers capable of receiving, listening, and giving a response to each user, re-establishing responsibility for individuals health, and consequently the creation of linkages between professionals and the population. The article demonstrates the accomplishments and difficulties found in the process of transforming the work process.
Conclusions: The concept of acolhimento is demonstrated as a powerful catalyst for change in the municipal network .
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