Risk stratification with popular participation and humanized reception of same-day appointments in Oral Health

Abstract

Humanized reception provides resolutive and comprehensive care for population.  Access is a major challenge in the Family Health Strategy, especially due to the restrictive measures on oral health work processes made necessary by the COVID-19 pandemic. Risk stratification can guarantee resolutive care for users. The objective of this study is to report on the experience of risk stratification of same-day appointments with humanized reception in Primary Health Care in a Primary Care Unity in Contagem, Minas Gerais. We proposed qualified and humanized listening and risk stratification for the reception and same-day appointments organization using a spreadsheet for the organization of demand and a simplified table with the main daily oral health problems. The Oral Health team organizes daily the demand and the stratification applied is discussed and covenanted with the users at the end of the organization of the demand, bringing horizontality, autonomy, collectivity, user valorization and commitment to care. Risk stratification associated with the humanized reception of same-day appointments values care through this entrance door to the service, empowers the user in the sense of being heard and being an effective part of the action taken, as well as allowing the Oral Health team greater integration with the community and other members of the health team.