Management of absenteeism in primary care services in a medium-sized city in Brazil

Abstract Through the lens of absenteeism, this article describes and analyzes the consultation scheduling and appointment process in Ribeirão Preto, São Paulo, Brazil. Based on primary health care scheduling and appointment process maps, we conducted interviews with coordinators of the Municipal Health Department and managers of primary care clinics and family health clinics. Adopting a qualitative approach, we identified the characteristics, peculiarities, and possibilities related to the organization of scheduling and appointments. The results are presented under the following thematic categories: schedule management, welcoming, information and communication technologies, unit model, urgent care, and infrastructure and human resources. The results of this work can help local health managers in implementing evaluation processes and the continuous improvement in primary care services.