Manchester Triage System in Primary Health Care: Ambiguities and Challenges Related to Access

Abstract

Objective: understanding ambiguities and challenges related to access after implementing the Manchester Triage System in primary health care.Method: a qualitative study developed through semi-structured interviews with nurses, doctors and nursing technicians, totaling 22 professionals. The data were analyzed using the thematic content analysis method.Results: the Manchester Triage System antagonistically interfered with access. In one aspect, an increase in waiting time, difficulty of the user being attended and scheduling of cases that are not classified as acute can be observed. In another aspect, service guarantee, open door service, receiving service in order of arrival and organizing spontaneous demand can be emphasized.Conclusion: the study highlights the need to broaden discussions on the legitimacy of the Manchester Triage System in primary health care in view of its ambiguities and challenges regarding a guarantee of access in this area of care production. Método: investigación cualitativa, que utilizó la entrevista semiestructurada con enfermeros, médicos y auxiliares de enfermería, totalizando 22 profesionales. Los datos fueron analizados por medio de análisis de contenido temático. DESCRIPTORS:Resultados: el Sistema de Triage de Manchester interfirió de forma antagónica en el acceso. En una vertiente, se observa el aumento del tiempo de espera, la dificultad del usuario en ser atendido y el agendamiento de los casos que no son clasificados como agudos. Por otra parte, se resalta la garantía del atendimiento, la puerta abierta del servicio, con el fin de atender por orden de llegada y la organización de la demanda espontanea.Conclusión: el estudio destaca la necesidad de ampliar discusiones sobre la legitimidad del Sistema de Triage de Manchester en la atención primaria en salud, teniendo en vista las ambigüedades y desafíos referentes a la garantía de acceso en este espacio de producción del cuidado. DESCRIPTORES:Accesibilidad a los servicios de salud. Atención primaria de salud. Triaje. Enfermería. Sistema Único de Salud. Acogimiento.

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