Uso de tecnologias digitais de comunicação para ampliação do acesso em uma Unidade de Saúde da Família em Salvador, Bahia: um relato de experiência

Abstract

Introduction: Expanding access to Primary Health Care (PHC) remains a challenge within the Brazilian Unified Health System (SUS), especially in vulnerable territories where long queues, scheduling difficulties, and organizational barriers hinder users’ ability to obtain care. This report describes an experience developed from June 2024 to the present during a Family and Community Medicine residency. Objectives: To describe the implementation of a communication channel for scheduling appointments via WhatsApp, associated with a digital agenda to organize demand in a Family Health Unit in Salvador, Bahia. Methods: The strategy consisted of creating a communication channel between users and a Family Health Team through WhatsApp, enabling initial reception, triage of demands, remote guidance, and appointment scheduling. The team used Google Calendar to register appointment slots for users while simultaneously maintaining in-person scheduling. The analysis of the experience was qualitative, based on daily observation of the work process and reports from the team. Results: A progressive reduction in in-person scheduling queues was observed, along with improved access for users experiencing barriers and better internal organization of the scheduling flow. Challenges included work overload during periods of high message volume, the need for frequent updates to the digital agenda, and occasional internet instability. Conclusion: The combined use of WhatsApp and a digital agenda proved effective in expanding access and improving the organization of care. The strategy demonstrated potential to strengthen core PHC attributes and can be replicated in other settings, provided it is accompanied by proper planning, teamwork, and the maintenance of in-person alternatives.