Work process of nurses in the reception with risk rating

Abstract

Objective: to describe the nursing work process in the Reception with Risk Rating (RRR) in the Emergency Unit of a municipality in Minas Gerais. Methods: qualitative case study in which data were collected through semi-structured interviews with nurses and submitted to thematic content analysis. Results: the main purpose of the work process in the RRR was identified as giving priority to patients who are under high clinical risk, and also providing guidance and clarification to users and verifying clinical exams. In relation to the object of the work process, this was related to complaints from users and their articulation with tools and knowledge on professional practice. Sensibility was recognized as necessary in the relationship between professionals and users, as this increases the quality of the listening. Knowledge, as a soft-hard technology, was recognized as an extension of the professional, able to direct the care. Hard technologies were also mentioned. All professionals of the institution were pointed as agents of the rating process and the nurse was emphasized as the classifier. The final product of the work was not conceived as something finished and materializable as an object, but as the actual implementation of the assistance that is consumed when it is produced. Conclusion: there are inter-relational elements and technologies in the nursing work process of RRR. There is an interdisciplinary potential, subjectivities and contextual situations that pervade the scenario and require improvements in their work process.