| “[...] patients arrive here in the morning, because there are a limited number of vacancies, they need to get a space in this queue. So, 5am, patients are arriving. There’s the risk of violence, there are elderly patients who cannot leave at this time, there are a lot inconveniences for the patient in this way [...]” (Subject 3) |
| “[...] if the welcoming work, if we had a structure for it[...] welcoming would be the moment that when he needed it, he would come here [...] without having to stand in line in the early morning.” (Subject 5) |
| “[...] where he arrives, where he is cared for, he is going to be welcomed, regardless of whether there is a specific location that he has to go to or not .”(Subject 2) |
| “[...] he usually arrives at the entrance, has a complaint, does not have a scheduled consultation [...]”(Subject 6) |
| “[...] then the individual route will vary according to his needs when he comes to you [...]” (Subject 7) |
| “Our door is freely open, if you knock on it, it is answered.” (Subject 10) |
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Working process of nurses working in welcoming
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| “The nurse’s role is more like guiding, promoting health. Resolution of that patient’s problem, directing him, to where he will go, checking to see if he is going to the physician. It is trying to help that patient, caring for the health problem that he has at that time.” (Subject 11) |
| “[...] we already understand that is not a room. It’s all a service focused on welcoming.” (Subject 2) |
| “Then I receive them, I welcome them; they can talk, they are received into the room, they are humanely treated, and some nursing needs are recognized by me during that contact. It means that they receive a nursing consultation and some of their questions can be resolved in that first contact.” (Subject 3) |
| “Within the basic unit here in the center ... there is no risk classification. It’s the same thing with the welcoming, there is no protocol, we don´t follow a risk classification protocol, we do not have one, it doesn’t exist.” ( Subject 7) |
| “I do not know what to tell you, if we stopped to ask about welcoming in the center, what people would say you. I do not know if it would work very well. We perform the welcoming. But I cannot tell you if they know it.”( Subject 7) |
| “[...]I think it was already clear in all my statements the perception that it gives a qualitative difference to the work, it’s huge, it is clear.” (Subject 2) |
| “I see many benefits with regard to welcoming, [...] the question of organization, also the question of welcoming, not only with respect to the individual, but in relation to the team. Because when an awareness of the work occurs, we understand welcoming. Even the interpersonal relationships change, it is different.” ( Subject 5) |
| “the primary component of welcoming is active listening, to hear and determine whether he needs care, a physician, a nurse, if sometimes he is searching for something that is not from our unit, that is for a specialty.” (Subject 6) |
| “welcoming, we do it more or less, we do not have it very structured, but we do it more or less within the risk classification. There is very little literature on welcoming in primary care. There, care is prioritized by risk, by the health of the patient. We developed a protocol where there are criteria, but it is not a protocol of the unit [...] There is no formalized flow, we do it according to need.” (Subject 9) |
