Abstract
Aim: of this study was to elaborate a search of ideas and experiences of planning, particularly the Situational Strategic Planning associated or not to other models of assistance by reviewing critical literature, and additionally to present of a case report. Initially, this study intended to analyze “working process” in a dental health service of the military medical support office in Campinas. Methodology: afterwards a list of key words was prepared and a research in electronic data was done: Medline, Lilacs, AdSaude, BBO and Paho. An additional manual research was also carried out in Brazilian Army sites. The last three years period, which was the most critical period experienced by dental service, was used to analyze working process. Conclusion : the basic idea would be to limit the attendance time instead of the number of people attended and that, through the implementation of the user embracement and hearing, it is possible to respect user needs, balancing real need and service capacity, and still maintaining a quality assistance, surpassing the humanization of the assistance, reconstructing dignity of the worker as well as the user.
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