Evaluation of the use of services provided by emergency care units in a Brazilian municipality

ABSTRACT Objective: To characterize the users and to analyze the factors that determine their choice in using the emergency services. Methods: The study was carried out in the two Emergency Care Units in Serra (Espírito Santo, Brazil). With regard to those users seeking the services of these Emergency Care Units, a trained interviewer approached 1 out of every 4 adults classified in the nursing consultation as not relevant to the Service ("false demand"), amounting to a total of 390 interviews. Using a validated questionnaire, the interview was conducted in accordance with the policies set out in the Health Service Action Plan. 80% of the demand was classified as not relevant. Results: The "false demand" was chiefly composed of women (55.1%), educated to a level between high school and incomplete higher education (69.4%) and 14.6% were enrolled in private health plans. 78.5% had not previously sought any health service, in view of the ostensible guarantee of same-day care (43.1%) or the difficulty in receiving care in the basic health units (37.9%). Conclusion: The majority of consultations performed in the Emergency Care Units should be resolved in basic healthcare facilities. The "false demand" is related to the reported difficulties the basic health units have in providing the necessary care and their ability to resolve the problem.