Incorporation of technologies into the COVID-19 work process in a favela in Rio de Janeiro

Abstract

This study aimed to analyze the incorporation of new Information and Communication Technologies (TIC) in the work process of Family Health teams (eSF) in a favela (Maré), in the city of Rio de Janeiro, in response to the COVID-19 health emergency. This is an organizational research with a qualitative approach, with semi-structured interviews conducted with eSF professionals (n = 28) in three basic health units. Through thematic content analysis, the reports were systematized into two categories: i) adaptations and tensions in the work process during the pandemic years; ii) integrated work in a sociotechnical network and technological transformation. As main findings, it is possible to state that TIC were represented in the work process of eSF throughout the pandemic by the telephone, internet and testing and, considering the success of these tools since their implementation in the work process, they represent part of the new routine of eSF services. At the same time, the findings highlight the need to invest adequately in technology with the aim of providing the necessary conditions to achieve quality in the eSF work process.