Resumo

VIEIRA DOS SANTOS, Ialane Monique  e  DOS SANTOS, Adriano Maia. The relationship between healthcare personnel and patients (user acceptance) regarding the family healthcare program: a review of approaches in Brazilian journals. Rev. salud pública [online]. 2011, vol.13, n.4, pp.703-716. ISSN 0124-0064.

This literature review was aimed at identifying and examining approaches to healthcare personnel's relationships with patients (user acceptance/reciprocal understanding) regarding the family health program (FHP) in selected studies in Brazilian journals. The virtual health library (biblioteca virtual em saúde - BVS) was searched, using the terms "user acceptance" (acolhimento) AND "family health" (saúde da família), giving 39 papers by the end of the search and its refinements. The studies were systematized by considering "user acceptance" in the FHP. User acceptance/reciprocal understanding fell into five categories: challenges when providing healthcare, innovative practices strengthening FHP healthcare, devices for consolidating reciprocal understanding, action producing health education, adhesion to therapy and quality of life, and social inclusion, dignity and respect. Health personnel's relationships with patients was manifest as a high-impact, soft technology approach for promoting healthcare by strengthening bonds. It strengthened the FHP, promoted health workers' sensitivity, requiring reflective action and the development of ethics and solidarity to listen to each other and promote dialogue, thereby generating satisfaction among healthcare service personnel and users. Reciprocal understanding enables the FHP to become the preferential gateway for providing healthcare and thus contribute significantly towards constructing and consolidating the principles of Brazil's national health system, the unified healthcare system (Sistema Único de Saúde).

Palavras-chave : Family healthcare program; user acceptance; primary health care; health care delivery; health service; unified health system; national health system.

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