What the elderly think of the care provided by health services

Abstract

Abstract Objective: To identify the social representations of the elderly on the care provided in health services. Method: An exploratory study with a qualitative approach was carried out, in which 238 elderly persons were interviewed about the care they received in Basic Health Units and in a center of specialized care. Their discourse was recorded and transcribed in its entirety, and processed using Iramuteq software. The results were discussed using Social Representation Theory. Results: The elderly associated good care with being treated with respect, attentiveness and politeness; and, at the same time, the requesting of diagnostic exams, referrals to medical specialists and the prescription of medicines. In their imaginary, the Basic Health Unit hinders their access to specialized care and doctors in this service do not know enough to meet the needs of people of different age groups and health problems, meaning that consulting with a specialist becomes more important. In practice, they encounter difficulties related to delays in being attended to and obtaining appointments with specialists, diagnostic exams and with the first come, first served appointment system, which is further limited by the number of places and treatment of specific groups on certain days. Conclusion: The practices in the care provided to the elderly in health services need to be reviewed to offer humanized and qualified care that can meet their needs. Health professionals and managers should consider the different characteristics of the elderly when approaching care.