Política Nacional de Humanização: sentidos produzidos sobre acolhimento em saúde

Abstract

The National Humanization Policy constitutes a strategic endeavor aimed at enhancing the efficacy of health services within the Brazilian context, particularly within the framework of the Unified Health System (SUS). Its overarching objective is the empowerment of community involvement across diverse strata of SUS governance, with a targeted impact on the reconfiguration of managerial paradigms, clinical practices, and labor organization. Methodologically, the policy advocates for inclusive practices facilitated through dialogical processes, underpinned by principles such as expanded and collaborative clinical care, reception, co-management, user rights advocacy, work and worker valorization, ambiance, and the cultivation of a positive institutional memory within SUS.At its core, the policy designates reception as a pivotal operational directive within SUS, aspiring to enrich interpersonal dynamics. Central to this vision is the conscientious attention to user needs through attentive listening, facilitating a responsive service delivery. This dissertation aimed to investigate the meanings produced about reception for people using the SUS. As specific objectives, it proposes to reflect on the relationships between the National Humanization Policy and the Unified Health System; Identify the relationships between the National Humanization Policy and reception; Identify how users feel about the reception in health services. Therefore, this dissertation is based on the principles of the theoretical-methodological framework of Discursive Practices and Production of Meaning. Two devices were used to produce information: The Field Diary and the Workshop, where three categories gained prominence during the workshop: 1) Reception as access: a people's right - it's time to prepare the ground and sow!; 2) Welcoming in ways of producing care: the case of affections - it is time for watering and fertilizing; 3) Dialogues about gender and reception: differences and similarities - it is time for protection and care! – the three categories intertwine at all times and dialogue constantly. The discussion about how people feel welcomed presented in this research dialogues with principles and guidelines of the National Humanization Policy and invites us to reflect on welcoming in healthcare not as a ready and rigid prescription, but as possibilities for thinking about how people People can feel welcomed in health care, and this is a question that is always revisited and discussed among everyone involved in the care process.