Matumoto Silvia, Mishima Silvana Martins, Fortuna Cinira Magali, Pereira Maria José Bistafa, de Almeida Maria Cecília Puntel
Escola de Enfermagem de Ribeirão Preto, Universidade de São Paulo.
Rev Lat Am Enfermagem. 2009 Nov-Dec;17(6):1001-8. doi: 10.1590/s0104-11692009000600012.
This study aimed to identify and analyze aspects regarding the preparation for the worker-user relationship in a primary health care unit in a city in the state of São Paulo-Brazil, from the perspective of welcoming. The health work process is the theoretical basis of the study; participant observation and semi-structured interviews were used as data collection techniques, and thematic analysis in the analysis stage. For the welcoming to be processed, there is a 'moment' of preparation for the worker, the physical environment and the relationships present at work so that users are welcomed, in which the users' needs are sometimes disregarded. Despite the difficulties in terms of resource availability, especially in the public sector, when preparing the service/user and worker/user relationships, one should consider the aspects associated to a more human, welcoming relationship, since it is during live work, in this intersection, that care quality is established.
本研究旨在从接待的角度，识别并分析巴西圣保罗州某城市一家初级卫生保健机构中工作人员与服务对象关系的准备工作的相关方面。卫生工作流程是该研究的理论基础；采用参与观察和半结构化访谈作为数据收集技术，并在分析阶段进行主题分析。为了进行接待，存在一个为工作人员、工作场所的物理环境和工作中的人际关系做准备的“时刻”，以便迎接服务对象，而在这个过程中服务对象的需求有时会被忽视。尽管在资源可用性方面存在困难，尤其是在公共部门，但在准备服务/服务对象和工作人员/服务对象关系时，应考虑与更人性化、更具接待性的关系相关的方面，因为正是在实际工作中，在这个交叉点上，护理质量得以确立。
