Humanized care qualifies assistance at the State Emergency Room in Belém
With one year of operation, the Dr. Roberto Macedo Emergency Room achieves 99% approval in a survey with patients highlighting excellent treatment
Behind numbers and statistics, there are transformed lives. Like that of Makel Silva, 42, a resident of Vigia de Nazaré, who has been undergoing long-term hospitalization at the Dr. Roberto Macedo Emergency Room (PSRM) in Belém since March. The experience, which could have been marked by fear and insecurity, became a positive point. “Before being treated at the Hospital, I heard a lot of people speak very well of the State Emergency Room. I thought it was a lie,” she says emotionally.
After starting treatment, Makel was able to have a new opinion. “After I entered, I confirmed the quality of the service. Here, I have a ward room just for me, something that doesn’t even happen in private hospitals. In addition, the professionals are humanized, exams and medications are always available,” she commented.
Makel's experience is not isolated. In May, upon completing one year of full operation, the PSRM achieved a 99% satisfaction rate among SUS users, establishing itself as a reference in urgency and emergency care in the capital of Pará. Located on the strategic Augusto Montenegro Avenue, the hospital has already performed around 500,000 services including hospitalizations, triages, surgeries, and exams.
Satisfaction monitoring is carried out continuously by the User Service (SAU), which acts as an ombudsman and bridge between patients and management. “Through questionnaires, the satisfaction survey aims to gather information related to the services provided and, based on this document, account for the number of complaints, compliments, and suggestions to the service. Evaluations are conducted directly with users, at the bedside or at the receptions, in addition to QR Codes and digital messages after discharge,” details Eliza Fonseca, SAU leader.
The survey evaluates everything from the cleanliness and comfort of the facilities to the quality of care, availability of medication, and internal signage. For the general director of the unit, Carlos Ribeiro, the result reflects the collective spirit of the professionals.
“We can list several reasons for having reached this level of quality and satisfaction, mainly the dedication of the employees to do good without looking at whom. This famous saying is very well applied in the way the professionals dedicate themselves to give their best in attending to patients, thus providing greater quality of life. So, this level of satisfaction is largely due to the committed professionals of the Dr. Roberto Macedo Emergency Room,” he emphasizes.
The structure of the PSRM reinforces this commitment to excellence: there are 119 beds distributed among emergency care, hospitalizations, and ICUs, in addition to six surgical rooms equipped for medium and high complexity procedures, including minimally invasive ones, such as videolaparoscopies, which reduce recovery and hospitalization time.
More than a care space, the PSRM has established itself as a symbol of the reconfiguration of public health in Pará. Managed by the State Department of Public Health (Sespa), through the Acqua Institute, the hospital operates 24 hours a day, attending to critical cases in specialties such as general surgery, vascular, pediatric, thoracic, maxillofacial, and neurosurgery.
Service:
The Dr. Roberto Macedo Emergency Room is located on Augusto Montenegro Avenue in Belém. The unit is managed by the Acqua Institute, in partnership with the State Department of Public Health (Sespa), and operates on a 24-hour shift. The state emergency room is a reference in urgent and emergency care, with specialties such as general, pediatric, vascular, thoracic, maxillofacial surgery, and neurosurgery.
Text by Pallmer Barros / Ascom PSRM
