This article aims to analyze aspects involved in the health assistance provided for “high users” in primary care, based on the perception of professionals and users. A qualitative and exploratory case study was carried out in which “high users” and professionals were interviewed. The way in which primary care professionals define who is a “high user” is more complex than the total number of medical consultations and involves identifying the health needs that motivate users to seek assistance. Users whose needs are beyond the scope of the biomedical model often do not have their needs correctly identified or considered legitimate and are viewed as “high users” regardless of the number of appointments. The study served as an analyzer of primary care. A model still centered on the biomedical rationality is maintained, with little opening to "life as it is" and to "lay-action" and knowledge.
Keywords
Primary Health Care; Health services needs and demand; Health services overuse; Patient-centered care; Primary Healthcare models