SNS 24. Health Regulatory Authority received 674 complaints in 8 years

SNS 24. Health Regulatory Authority received 674 complaints in 8 years

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In more than eight years, the Health Regulatory Authority (ERS) received 674 complaints regarding SNS Line 24.

“Between 2018 and 2019, the number of complaints associated with Line SNS 24 grew approximately 219%, having suffered a negative variation of 49% in 2020, the year in which the pandemic began, and the upward trend resumed in 2021 and 2022, compared to the previous year, (39% in 2021 and 64% in 2022)”, says an ERS report, released this Thursday.

In turn, in this time period, it was found that 58% of users referred to Primary Health Care (PHC) units received an appointment within 72 hours of being referred. And of these, 49% were admitted within 24 hours of contact from the SNS 24 Line, within the maximum guaranteed response time provided for care for reasons related to an acute illness, the note also says.

Even so, the Health Regulatory Authority reports that 42% of users referred by Line SNS 24 did not get an appointment at the health center within 72 hours of being referred. And it was not possible to understand whether this happened “due to a lack of initiative on the part of users and/or a lack of capacity of the targeted health establishments”.

“From the analysis to the most recent period, considering only data between March 1, 2021 and December 31, 2022, it is worth noting that 80% of users admitted to the CSP up to 72 hours after referral via SNS Line 24 were observed in the first hour upon admission, good compliance with the TMRG [tempos máximos de resposta garantidos] applicable in this context”, he states.

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