0006/2026 - Inovação Digital na Regulação de Consultas e Exames Especializados em Manaus: Desafios e Impactos Digital Innovation in the Regulation of Specialized Consultations and Exams in Manaus: Challenges and Impacts
O Sistema de Regulação do SUS é estratégico para organizar o acesso aos serviços de saúde. Em Manaus, sua gestão é realizada pelo Complexo Regulador. Tradicionalmente, a comunicação com os usuários era feita via SMS, recurso oneroso e com alcance de 30% do público agendado. A Secretaria Municipal de Saúde (SEMSA) desenvolveu e implantou, de forma pioneira no Brasil, uma solução digital de consulta online, visando modernizar a comunicação e ampliar o acesso. Este estudo descreve o desenvolvimento do sistema de informação e analisa seus impactos. Adotou-se abordagem mista, com análise quantitativa dos dados de marcação, confirmação e absenteísmo (2021–2024), utilizando Python, Matplotlib e Seaborn, além de projeções estatísticas. A análise qualitativa incluiu entrevistas com gestores. O sistema foi desenvolvido em PHP e MySQL, com práticas híbridas entre métodos ágeis e tradicionais. Os resultados indicam crescimento nas marcações (215 mil para 557 mil), redução do absenteísmo (de 56,75% para 42,74%) e triplicação das confirmações. A substituição do SMS gerou economia estimada de R$ 705 mil. Em 2025, o portal atingiu 80% dos usuários agendados, com média de 10 mil autorizações diárias. A experiência reforça que soluções digitais promovem avanços concretos na gestão e no acesso à saúde pública.
Palavras-chave:
encaminhamento e consulta; teleconsulta; saúde digital.
Abstract:
The SUS Regulation System is strategic for organizing access to health services. In Manaus, it is managed by the Regulatory Complex. Traditionally, communication with users was conducted via SMS an expensive method that reached only 30% of those with scheduled appointments. The Municipal Health Secretariat (SEMSA) designed and implemented, as a nationwide first, a digital online inquiry solution to modernize communication and expand access. This study describes the development of the information system and analyzes its impacts. A mixed-methods approach was adopted: quantitative analysis of booking, confirmation, and no-show data (2021-2024) using Python, Matplotlib, and Seaborn, along with statistical projections; and qualitative analysis through interviews with managers. The system was developed in PHP and MySQL, using hybrid practices that combined agile and traditional methods. Results show growth in bookings (from 215,000 to 557,000), a reduction in the no-show rate (from 56.75% to 42.74%), and a threefold increase in confirmations. Replacing SMS generated estimated savings of R$705,000. In 2025, the portal reached 80% of scheduled users, with an average of 10,000 authorizations per day. This experience reinforces that digital solutions yield concrete advances in management and access to public health care.
Keywords:
referrals and appointments; teleconsultation; digital health.
Digital Innovation in the Regulation of Specialized Consultations and Exams in Manaus: Challenges and Impacts
Resumo (abstract):
The SUS Regulation System is strategic for organizing access to health services. In Manaus, it is managed by the Regulatory Complex. Traditionally, communication with users was conducted via SMS an expensive method that reached only 30% of those with scheduled appointments. The Municipal Health Secretariat (SEMSA) designed and implemented, as a nationwide first, a digital online inquiry solution to modernize communication and expand access. This study describes the development of the information system and analyzes its impacts. A mixed-methods approach was adopted: quantitative analysis of booking, confirmation, and no-show data (2021-2024) using Python, Matplotlib, and Seaborn, along with statistical projections; and qualitative analysis through interviews with managers. The system was developed in PHP and MySQL, using hybrid practices that combined agile and traditional methods. Results show growth in bookings (from 215,000 to 557,000), a reduction in the no-show rate (from 56.75% to 42.74%), and a threefold increase in confirmations. Replacing SMS generated estimated savings of R$705,000. In 2025, the portal reached 80% of scheduled users, with an average of 10,000 authorizations per day. This experience reinforces that digital solutions yield concrete advances in management and access to public health care.
Palavras-chave (keywords):
referrals and appointments; teleconsultation; digital health.
Oliveira, JCS, Correa, NCC, Torres, MSS, Oliveira, GR, Santos, MPFM, Carminé, RLA, Souza, SES, Chui, FMS. Inovação Digital na Regulação de Consultas e Exames Especializados em Manaus: Desafios e Impactos. Cien Saude Colet [periódico na internet] (2026/jan). [Citado em 14/08/2026].
Está disponível em: http://cienciaesaudecoletiva.com.br/artigos/inovacao-digital-na-regulacao-de-consultas-e-exames-especializados-em-manaus-desafios-e-impactos/19904?id=19904
