Abstract
There is an increasing demand for Emergency Department (ED) services from frequent users with problems of low clinical complexity. The overuse of ED poses several ethical-professional dilemmas for physicians and other medical staff. The study analyzes the ethical implications that emerge from the relationship between physicians and low-risk frequent users in a university hospital. This is a qualitative research developed through semi-structured interviews with physicians and low-risk frequent users and ethnographic observation in the field. It was observed that medical staff tend to stigmatize the demand of frequent patients. They, on the other hand, are satisfied with the physicians but discontent with primary health care and specialized outpatient care. It is concluded that the overuse generates ethicalprofessional conflicts, especially due to the stigmatization of these users by physicians. Nevertheless, frequent users are satisfied with the service, which motivates them to continue using it often.
Medical ethics; Physician-patient relations; Hospital emergency services; Triage