Mapping the profile of inappropriate demand in public health services in Brazil

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ABSTRACT

This article investigates the profile of inappropriate use in public health services in Brazil, through the analysis of user's characteristics and customer service circumstances of call centers. Information from telephone medical advice centers is used. A binary logistic regression model is proposed to estimate the relationships between the user profile, the service circumstances and the inadequate demand. The greater complexity of the user's initial intention and the use of the health service system in the final hours of the day were significantly impacted by the probability of inadequate demand.

KEYWORDS
Health services administration; Telemedicine; Health services needs and demand; Logistic models

Variáveis		Intenção adequada 117 (30,8%)	Intenção inadequada 263 (69,2%)
Dia da semana χ²=4,817 P=0,568	Segunda	14 (12%)	44 (16,7%)
	Terça	14 (12%)	33 (12,5%)
	Quarta	16 (13,7%)	41 (15,6%)
	Quinta	22 (18,8%)	38 (14,4%)
	Sexta	18 (15,4%)	41 (15,6%)
	Sábado	12 (10,3%)	34 (12,9%)
	Domingo	21 (17,9%)	32 (12,2%)
Hora χ²=4,357 P=0,225	01:00-06:00	9 (7,7%)	13 (4,9%)
	07:00-12:00	36 (30,8%)	61 (23,2%)
	13:00-18:00	39 (33,3%)	96 (36,5%)
	19:00-00:00	33 (28,2%)	93 (35,4%)
Sexo χ²=0,335 P=0,563	Masculino	188 (71,5%)	87 (74,4%)
Sexo χ²=0,335 P=0,563	Feminino	75 (28,5%)	30 (25,6%)
Idade χ²=2,632 P=0,757	0-15	39 (33,3%)	89 (33,8%)
	16-24	32 (27,4%)	65 (24,7%)
	25-34	28 (23,9%)	69 (26,2%)
	35-44	8 (6,8%)	24 (9,1%)
	45-59	5 (4,3%)	11 (4,3%)
	60 ou mais	5 (4,3%)	5 (1,9%)
Intenção inicial χ²=26,314 P=0	Não fazer nada	24 (20,5%)	11 (4,2%)
	Marcar consulta	33 (28,2%)	79 (30,0%)
	Ir à urgência/emergência	173 (65,8%)	60 (51,3%)

	B	Sig*	OR	95% IC for OR
	B	Sig*	OR	Inferior	Superior
Intenção inicial	,683	,000	1,979	1,425	2,750
Hora	,315	,013	1,371	1,069	1,758
Constant	-1,836	,002	,159

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Centro Brasileiro de Estudos de Saúde Av. Brasil, 4036, sala 802, 21040-361 Rio de Janeiro - RJ Brasil, Tel. 55 21-3882-9140, Fax.55 21-2260-3782 - Rio de Janeiro - RJ - Brazil
E-mail: revista@saudeemdebate.org.br

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[TFN1] ^*
Nível de significância.