Abstract
Introduction Heavy caseload is a significant concern to primary care physicians. The use of consultations can be reduced through the application of strategies directed at the user, the health professional and the organization. One of these strategies is consultation management. Objective To improve the dynamics of family medicine consultations through demand rationalization, improved accessibility and user satisfaction. Material and method An intervention plan was implemented. The intervention consisted of appointment organization, evaluation of caseload before and after the intervention, the degree of user satisfaction with the adopted measures, and evaluation with the care received. Results Consultation management decreased demand and increased scheduled consultations (activity was maintained constant), while users perceived a decrease in waiting time. Conclusions Healthcare activity can be rationalized through appropriate consultation management. Moreover, improved accessibility to the system leads to good user satisfaction.
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