Os fatores que direcionam a implementação da política do SAMU 192 RN na visão dos burocratas de nível de rua

Abstract

The State has technical professionals and implementing agents, also called street-level bureaucrats in the literature, tasked with the mission of creating a bridge between the State (which offers the policy) and the people (users of the policy). The research in question aimed to study the Mobile Urgency and Emergency Care Service of Rio Grande do Norte (SAMU RN), identifying possible challenges in implementation and characteristics of discretion in the decision-making of street-level bureaucrats, based on the functions performed by the actors involved in the implementation of SAMU RN. To this end, texts and legal documents dealing with the implementation policy and guidelines of SAMU RN were analyzed. With regard to primary data, the research started from a qualitative approach, with the application of a survey distributed via WhatsApp among doctors, nurses, nursing technicians and drivers. From the data collected, it is clear that in the vast majority of cases the guidelines are observed and the protocols are followed to the letter. However, protocols must be updated periodically to ensure their effectiveness. Regarding the factors that guide the implementation of the policy, it is also clear that there are situations in which compliance with the protocols is difficult, such as the ability to provide information by the person making the emergency call or the place where the team provides assistance, since incidents do not occur in a controlled environment.