A humanização do atendimento: uma avaliação em profundidade na emergência de uma maternidade de alta complexidade

Abstract

The National Humanization Policy (PNH) was launched in 2003 with the aim of implementing the principles of the Brazilian Unified Health System (SUS) by promoting new approaches to healthcare management and service delivery. It is grounded in the inclusion of workers, users, and managers in the production and management of work processes, encouraging dialogue, the confrontation of power dynamics, and the acknowledgment of affective dimensions in care. The proposed changes must be constructed collectively to foster new organizational practices in healthcare settings. This study aims to evaluate the implementation of the PNH in the emergency department of the Maternidade Escola Assis Chateaubriand (MEAC). Specifically, it seeks to understand the content of the policy and the socio-political context of its development; analyze its institutional and territorial trajectory; assess the perceptions of healthcare professionals and patients regarding its implementation; identify barriers to its effectiveness; and explore how these perceptions influence professional practices and interpersonal relationships in the emergency setting. The target population included female patients over the age of 18 treated in the emergency department of MEAC, as well as mid- and high-level healthcare professionals working in that setting. This is an evaluative research project based on the Deep Evaluation approach (Rodrigues, 2008), which integrates historical, economic, social, and political contexts in the analysis of social policies. This methodological framework does not follow pre-established models but is rather a processual construction by the evaluator-researcher, who makes methodological choices throughout the evaluation process. A qualitative approach was adopted, with data collected through bibliographic and documentary research, in-depth interviews, and participant observation. Findings indicate that although the PNH has been formally implemented at MEAC, its application remains partial. Interviews with healthcare professionals revealed the need for ongoing training, expanded staffing, and greater professional recognition. Patients, on the other hand, evaluated the care received as humanized, highlighting the quality of attention, the care provided, and the importance of effective communication and dialogue. It is hoped that the study9s results will contribute to a deeper understanding of the PNH within the institution, supporting the expansion of knowledge and the strengthening of humanization practices within the SUS framework.