The aim of the present study was to understand how the Oral Health Teams of Primary Health Care coordinate the competencies of user embracement and access to oral health needs in their professional practice. This was a unique and integrated qualitative case study. A script based on the competencies of different practices supported the creation of nine focus groups (sixteen surgical dentists, five assistants, seven oral health technicians and two resident surgical dentists). When implementing user embracement & access protocols, priority is still given to spontaneous and emergency user demands in dental offices. Innovative practices of user embracement and access are related to the subjective competences of workers in collective work and adjusting protocols to health realities. Continuing education programs should facilitate the discussion about values among teaching institutions and services.
User embracement; Professional competence; Professional practice; Health services accessibility; Continuing education
