<b>Looking for quality of care in a public emergency room service</b> - doi: 10.4025/cienccuidsaude.v11i5.17063

Abstract

This is a qualitative research that aimed to understand the perception of employees of a public emergency care department regarding the technical dimension of quality of service offered to the public. For that, 10 interviews were carried out with employees of the multidisciplinary team. Data was treated according to the qualitative analysis method and analyzed in three subcategories. It was identified the quality of care in the process, highlighting the importance of integration between the emergency care unit and the intra and extra hospital services; the need for quality to be present at all levels of the health care system, the expectation of leadership and direction in relation to quality of service; management of unwanted events focused on the work process and not the punishment of individuals; and the encouragement of quality promotion from the host, with the risk ratings and the attendance of referred cases. It is concluded that the workers realize that the process of care in the emergency department is in line with the principles of quality, which increases the possibility of producing satisfactory results.