ABSTRACT
Objective
to analyze the work processes resulting from the Program for Improvement of Access and Quality of Primary Care, according to primary care professionals working in attention and at different levels of management.
Method
a single and descriptive case study with 18 care and management professionals in the city of São Paulo, in 2017; use of thematic oral history as a technique of data collection and categorization based on Donabedian’s evaluative triad.
Results
there was a fragmentation between attention and management in the implementation of the Program, influence of organizational and institutional characteristics, in addition to normative implementation, need for performance remuneration review. The Program was a guide for Planning and induced reflection on the applicability of evaluation results and indicators.
Conclusion and implications for practice
the study revealed a predominance of perceptions about structure and process and a greater need for reflection on the impact of quality programs on the results of patient health and care.
Keywords:
Health Evaluation; Primary Health Care; Health Quality Management; Outcome and Process Assessment; Health Care; Unified Health System