Percepções do SUS: uma análise da acessibilidade do referenciamento e agendamento de consultas médicas sob a ótica dos pacientes e médicos da cidade de Gurupi-Tocantins

The Unified Health System (SUS) faces challenges in achieving effective functionality, with patients enduring long waiting lines and a lack of infrastructure and professionals in healthcare units. Additionally, the lack of knowledge among professionals regarding the steps to be followed within the SUS, as well as about the system’s procedures and bureaucracy, causes delays and late diagnoses. In this context, the present study aimed to analyze the perception of SUS patients and doctors working in secondary healthcare about accessibility in referral and scheduling of medical consultations in Gurupi. It also sought to identify potential bottlenecks in the referral process and to understand the practical fragilities of the health system. To achieve this, a qualitative analytical descriptive approach was adopted with a cross-sectional design using a deductive method. Data collection was conducted through physical questionnaires designed by the authors and applied to patients using specialized medical services in Gurupi, Tocantins. The data revealed a significant lack of publicknowledge about medical referrals, leading to system fragmentation. It also identified waiting times of up to 11 months in high-demand medical specialties, tied to a high number of patients needing to pay for private consultations due to delays in referrals. Finally, the findings highlighted several weaknesses in the referral and scheduling process, emphasizing the insufficient knowledge of SUS bureaucracy among doctors and patients, and proposed strategies to mitigate these issues.