Serviço social e intervenção em cuidados de saúde primários no âmbito do gabinete do cidadão

  • Maria Cristina Morgado Serra Condesso (Student)

Student thesis: Master's Thesis


The present report is divided in two main components. The first component encompasses the professional trajectory of the author, which incorporates personal, educational and professional socialisation. The second part concerns the service of the Office of Citizen into two Family Health Units (USF) located in Lisbon covering an analysis of Primary Health Care in Portugal, Social Work in Primary Health Care and Social Work intervention in Office of Citizen. This second component also integrates an empirical quantitative study of the nature of complaints and compliments regarding the services and professionals of these health units in the years 2012/2013. It also analyses and the intervention of Social Work at the Office of the Citizen and the impact of this office in the improvement of the services provided. The results led to the following main conclusions: Social Work in Office of Citizen plays a mediating role, through an intervention at psychosocial and socio-political levels. In a multi-professional context, we can observe that the Social Worker intervention contributed to the humanisation of services, cooperated in the improvement of the quality of services offered to patients, and also presented itself as a resource to all other professionals, available to inform and cooperate, improving the services in benefit of the patients and, also, advocating patients rights of citizenship and looking for future projects, held either in the facilities or in the communities where patients are integrated.
Date of Award2015
Original languagePortuguese
Awarding Institution
  • Universidade Católica Portuguesa
SupervisorFrancisco Branco (Supervisor)


  • Social work
  • Office of citizen
  • Primary health care
  • Complaint
  • Social advocacy
  • Mediation


  • Mestrado em Serviço Social

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