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Communication within the context of user welcoming into a family health unit in São Carlos, São Paulo

One of the sustaining pillars of user welcoming strategies is the relationship between the players involved. This paper aimed to understand the perceptions of workers and users of a family health unit regarding the role of communication within the context of user welcoming and to develop educational actions to enable reflection and discussion on the topic. A qualitative approach was used, with an action-research design. Data were gathered through participant observation and semi-structured interviews. Five categories emerged from the analysis, relating to: communication concepts, bonding, qualified listening, commitment and collective spaces. During the educational activities, the users expressed their expectations of having qualified professionals available for welcoming and problem-solving listening, and the workers indicated that the team's professional commitment level was fundamental. The path proposed is to optimize the existing spaces through giving value to discussions on relational matters like communication.

User welcoming; Communication; Family health


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