<b>Analysis of the use of emergency services from the users’ perception</b> - doi: 10.4025/cienccuidsaude.v9i1.5242

Abstract

This research started to be developed when the authors realized that the same clients frequently searched for the Emergency Services (ES), even when it was not an emergency. This qualitative and quantitative study aimed to analyze the use of the ES in a city in the interior of the state of São Paulo, to identify if these clients receive health follow-up care, what their needs in several ES care are, as well as to characterize the clients who receive care. All clients who searched for the ES at least seven times were characterized and the quantitative sample totaled 483 clients, 52.17% male and 41.61% aged between 18 and 39 years. Semi-structured interviews were carried out with 17 clients at the clients’ home. The interviews were recorded, interpreted and analyzed through the content analysis method. The main reasons for frequently searching care in the ES was the delay in scheduling medical appointments in the Health Units, opening hours coinciding with work shifts and the easy access to medication in ES. It was concluded that these clients’ health follow-up was compromised due to the difficulty to access the primary health care network.