Resumo

SAINZ PINOS, Coral et al. Action protocol against conflictive situations with citizens in primary care centres. Med. segur. trab. [online]. 2011, vol.57, n.222, pp.5-14. ISSN 1989-7790.

According to the International Labour Organization (ILO), 25% of workplace violence occurs in the health sector, due to close contact with customers. By developing a protocol and in compliance with the Order 212/2004, 4 March , Health Advisor, this article aims to establish guidelines for action to be carried out by the worker, his boss and all other employees involved in a conflictive situation in a primary care center when in contact with citizens (patients, family members ), in which there is any type of verbal, physical or mental aggression. The target population of this protocol are exposed workers and all users of the health system. This protocol aims to improve safety and health conditions in health sector workers.

Palavras-chave : Protocol; Conflictive situations; Primary Care; Citizens.

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