Acesso aos serviços de saúde públicos: análise de vulnerabilidade do consumidor no contexto da COVID-19

Abstract

This research aims to analyze the perception of citizens about access to public health services during the COVID-19 pandemic, in order to identify evidence of consumer vulnerability. To this end, we conducted interviews via voice and video calls, with people who tried to access some type of service during the COVID19 pandemic, ranging from medical assistance to a surgical procedure, working with this variety of services precisely to have a larger data dimension. Data collection took place during the month of September and October 2021, through a semi-structured script that addressed issues such as experience when accessing some type of SUS service, positive and negative aspects that the individual faced during access, in addition to reporting whether security measures and protocols were being followed correctly and comparing the scenario of access to services before and during the pandemic, their changes, failures and improvements. Information was also obtained through a structured form in Google Forms, with sociodemographic questions and on the respondent having been affected by COVID-19. The research has a qualitative and exploratory approach. The collected data were analyzed through content analysis supported by the ATLAS.ti Cloud software and the use of Google Spreadsheets. After transcribing, coding and categorizing the data, the results obtained showed that access to public health services during COVID-19 had its specifications and restrictions, depending on the consumer's reason for accessing it. We found that the patient who has greater ease of access is the one who has been diagnosed with the virus, has had an allergic reaction to the vaccine, especially AstraZeneca and Pfizer, or elderly people, in addition to those in a state of emergency. On the other hand, people who sought medical assistance for other reasons ended up exposing themselves to situations of vulnerability. We conclude that there is a need for the implementation and expansion of public policies, planning and decisionmaking processes to be taken in the context of access to public health services, in addition to improving the supply and enabling entry into these services without difficulties or minimizing existing problems.