<b>Users' perceptions of health mobile service from Belo Horizonte</b> - doi: 10.4025/cienccuidsaude.v9i3.10273

Abstract

This study is designed to analyze the perceptions of users concerning the work of the Mobile Care Service. We did a qualitative case study in which data was collected through the interviews of 11 users and submitted to content analysis. The results were organized into the groups: Reason for call, evaluation of the service and suggestions to improve the attendance. The interviewees request the Mobile Care Service in situations of immobility, trampling, falls and risk of injury. Most report good attendance, and as positive points: speed, efficiency, patience, professionals’ education, preference in the hospitalar attendance, medication administration and the patient’s transport. Others however, were dissatisfied with the phone attendant, as well as the unreliability of the ambulance and for they receive only orientation. Users suggest increasing of the ambulances, as well as improving the quality and speed of the phone service. In summary, the perception of users is positive before the: agility, education, experience in meeting the emergency room, operating 24 hours and ease of access to hospitals. The complaints relate to telephone service and the reliability of the ambulances.