Hematology services have difficulties in supplying the flow of care to users of the public health system in the State of Ceará. It is believed that managing the flow of patients is a way to face this problem. Thus, the general objective of this investigation was to develop a
flowchart for organizing user care in the hematological outpatient service and its presentation in a guide. It was a methodological research that aimed at the construction and validation of the flow chart of hematological care that was built in three stages, phase 1: interviews with
users and professionals and integrative review; phase 2 (construction of the flowchart, steps 1 and 2, content and appearance validation with judges-version 1 and 2 and flowchart final version), phase 3: organization of the guide with the flowcharts and their discussion. This
study was carried out at a reference center in hematology in the state of Ceará, located in Fortaleza. Service users and professionals participated in the semi-structured interview and assessed the content and appearance of the flowchart using forms. The analysis of the
interviews was done through content analysis. The analysis of the judges was based on the Content Validity Index (CVI). The research was approved by the Human Research Ethics Committee, receiving a favorable opinion. The results point to some difficulties in the attendance flow, with emphasis on: uncomfortable and small rooms, delay in attendance, reduced number of medical professionals, absence of passwords for attendance and a system for scheduling appointments and returns. In addition, high demand, lack of documentation and screening, places for hospitalization and exams for consultation. Despite the complaints, most patients said they were satisfied with the flow of care. Taking into account these difficulties and the suggestions for improvements evidenced by professionals and patients, the first version of the flowchart was built, which went through the validation of the judges, who indicated the need for adjustments. The second version added the requests and was submitted to a new evaluation by the judges, which supported the third and last version of the service
flowchart. The final version of the flow aggregated all participating recommendations and received an overall CVI of 8.86. This version, as well as the discussion of each stage, was presented in a guide for the service professional. In this way, the guide with the flowchart of
user assistance at the hematology outpatient clinic contemplates potentialities and obstacles in the service of the hematological user and points out ways to manage care in this context. Keywords: Hematology. Flow. Assistance. Ambulatory
