Violence against the older: definition of flow-charts to streamline work processes

Abstract

The issue of violence against the elderly is challenging and must include an interdisciplinary approach across different sectors. The guarantee of rights in the face of non-violence demonstrates the outstanding performance of the Municipal Councils for the Elderly (CMPIs) and the adoption of flowcharts to determine work processes can be good. Objective: To verify the flow of complaints received by a CMPI and identify the sectors involved. An exploratory, descriptive study based on qualitative and quantitative research. Thematic content analysis was applied based on the CMPI's records of complaints between 2019-2022. Results: The bibliography indicated 6 articles dealing with care measures in the health area without mentioning the use of graphic systems and the involvement of CMPIs. The records total 81 complaints, most of which were referred to by the Women's Defense Police Station (75; 92.5%) and via emails (67; 82.7%). The main referral service was the Specialized Social Assistance Reference Centre (43; 53%). The CMPI establishes a form and a spreadsheet with the data in its records. The absence of a flowchart in this study was confirmed. The production of a flowchart, based on literature and the sectors involved in the study, was built, highlighting the areas of activity and their respective services: health, social, justice and security. The graphic system highlights the need to strengthen the care and protection network for the elderly and its referral and counter-referral systems.