Résumé
An innovative method for the management of unscheduled care has been implemented within a health center. This included consultations without appointment that were open to all and prioritized by nurses. This thesis aims to study the points of view of the actors involved in this organization.Methods: focus groups were conducted to collect the opinions of health professionals. A thematic qualitative analysis was carried out.Results: there are many benefits of regulation by nurses: triage and prioritization of emergencies, response to the request for care, saving of medical time, facilitation of the management of complex cases, and contribution of teamwork to patient-centered care.On the other hand, the implementation of this organizational method was not optimal leading to certain limitations. Patient education regarding this regulation needs to be refined as well as interprofessional and caregiver-patient communication. Appropriate equipment would also aid improvement.Conclusion: this is a promising system which still needs to be reworked in order to optimize it. The development of advanced practice nurses and cooperation protocols is interesting for the future of the regulation of unscheduled care.