Resumo:
The present study analyzed the contributions of the Bahia Telehealth Program to improving the quality of care at specialized centers in the state of Bahia, from the perspective of managers and performance indicators. The overall objective was to investigate how Telehealth Bahia contributes to improving the quality of care at specialized services. To achieve this goal, the study outlined two specific objectives: a) to understand the contributions of Telehealth in Bahia, based on indicators and managers' evaluations; b) to describe the guiding and conceptual processes that compose the logical model of the Telehealth Program in Bahia for specialized services. The research employed a qualitative methodological approach, combining exploratory and deductive elements, with a single case study serving as its central strategy. The research loci were the State Reference Center for Diabetes and Endocrinology Care (CEDEBA), the State Center for Prevention and Rehabilitation of Persons with Disabilities (CEPRED), and the Technical Scientific Center of Telehealth Bahia. Data were collected through semi-structured interviews with managers and coordinators from specialized services and the Center of Telehealth Bahia. Data analysis was executed by categorical content analysis, based on Program Theory and Logic Model, which enables identification of causal relations between program resources, actions performed, and results obtained. The results have shown that Telehealth Bahia has improved significantly users' access to specialized services. The development of an access model based on referral qualification resulted in a reduction of in-person queues, eliminating unnecessary travel, and a greater response capacity of specialized services. In addition, Telehealth has enabled primary care professionals to be better competent in identifying and correctly referring cases, which has strengthened the rapport between primary care and specialized services. Implementing specialized teleconsultancy was found to be one of the main factors in reducing waiting time and prioritizing more serious cases. The logical model evidenced the necessary structures and processes for structuring the Telehealth Program on Specialized Services. Program Telehealth Bahia has established itself as a strategic tool to improve healthcare in the state. The results obtained have shown that the implemented model promoted greater efficiency in accessing specialized services, reduced operational costs, and increased satisfaction among users and professionals.
