Plano de educação permanente para telefonistas da Central de Regulação de Urgências

Abstract

The main objective of this study was to elaborate a permanent education plan for Auxiliary Telephone Operators of Medical Regulation (TARM) of the Emergency Regulation Center of Porto Alegre, focusing on the communications of so-called distress calls made to the 192. Method: descriptive study of qualitative approach, carried out by means of the analysis of audiences of those called by TARM's of the Mobile Emergency Service (SAMU 192). The analyzed data refers to the dialogues between the applicant and the TARM, extracted from the computerized system of the regulation center. In the analysis of the data, two categories were highlighted: Conducting the dialogue to whoever seeks help: communication between TARM and the requester / user and Singularities of those called to SAMU. Results: although there are regulations and a roadmap for the flow of reception of the called ones were identified nonconformities in the fulfillment of the script. These are related to the form and the understanding of the population about the service and preparation of the operators in their tasks. On the other hand, it has been identified that all calls are answered, although it results in an increase in the time of service. In this sense, this study had as a product the elaboration of a permanent education plan directed to SAMU's medical regulatory assistants, with the purpose of developing communication skills between TARM and the user, thus qualifying the process of receiving the called the SAMU.