Fatores que influenciam a humanização nos serviços de Urgência e Emergência: contribuições para o serviço de enfermagem

• DOI: 10.22533/at.ed.88323190912

• Palavras-chave: humanização, urgência e emergência, classificação de risco, serviços de saúde.

• Keywords: humanization, urgency and emergency, risk classification, health services.

• Abstract: Urgent and emergency services are growing every day, not only because of the demographic transition, but because of health access policies that have intensified their structure. However, users are increasingly demanding and the service structure has grown in order to meet the demand with quality. The humanization in this service is also a practice that came together with the National Humanization Policy (PNH) in order to bring welcoming environments, with active listening and comprehensive care aimed at the autonomy of patients. The objective of this study was to identify in the literature the factors that influence the humanization in Urgency and Emergency services. The methodology used was the bibliographic review in a time cut from 2017 to 2022 in the Scielo databases (Scientific Electronic Library Online), Virtual Health Library (BVS). Urgency and emergency services present a spontaneous demand that cannot be directly controlled and that requires professionals to be always ready to receive patients, always thinking about the response time, which will be essential for the positive evolution of their health problem. The study showed that in the urgency and emergency units, the nurse stands out as the professional who has the skills to carry out an active listening, with acceptance, clinical judgment and problem-solving ability. Risk classification was the methodology that best suited this care process and provides universalized and equitable care, where time and clinical signs are considered for customer service.