Strategies for tackling absenteeism in dental appointments in the Family Health Units of a large municipality: action research/Estrategias para o enfrentamento do absenteismo em consultas odontologicas nas Unidades de Saude da Familia de um municipio de grande porte: uma pesquisa-acao

The aim of this study was to analyze the reasons for missed appointments in dental Family Health Units (FHU) and implement strategies to reduce same through action research. This is a study conducted in 12 FHUs in Piracicaba in the State of Sao Paulo from January, 1 to December, 31 2010. The sample was composed of 385 users of these health units who were interviewed over the phone and asked about the reasons for missing dental appointments, as well as 12 dentists and 12 nurses. Two workshops were staged with professionals: the first to assess the data collected in interviews and develop strategy, and the second for evaluation after 4 months. The primary cause for missed appointments was the opening hours of the units coinciding with the work schedule of the users. Among the strategies suggested were lectures on oral health, ongoing education in team meetings, training of Community Health Agents, participation in therapeutic groups and partnerships between Oral Health Teams and the social infrastructure of the community. The adoption of the single medical record was the strategy proposed by professionals. The strategies implemented led to a 66.6% reduction in missed appointments by the units and the motivating nature of the workshops elicited critical reflection to redirect health practices. Key words Family Health, Absenteeism, Primary health care, Oral health O objetivo deste trabalho foi analisar os motivos das faltas as consultas odontologicas em Unidades de Saude da Familia (USF) e implementar estrategias para sua reducao por meio da pesquisa-acao. O estudo foi realizado em 12 USF de Piracicaba/SP, de 01 de janeiro a 31 de dezembro de 2010. A amostra se consistiu de 385 usuarios, entrevistados por telefone, sobre os motivos das faltas, alem de 12 cirurgioes-dentistas e 12 enfermeiras. Realizaram-se duas oficinas com os profissionais: uma para problematizacao dos dados coletados nas entrevistas e elaboracao de estrategias; e outra apos 4 meses, para avaliacao. O maior motivo de faltas foi a coincidencia do horario de funcionamento das unidades com o de trabalho dos usuarios. Dentre as estrategias ressaltou-se a realizacao de palestras sobre saude bucal, educacao permanente nas reunioes de equipe, capacitacao dos Agentes Comunitarios de Saude, participacao em grupos terapeuticos e parcerias entre Equipe de Saude Bucal e equipamentos sociais da comunidade. A adocao de prontuario unico foi a estrategia desafiadora encontrada pelos profissionais. Concluiu-s