Das práticas espontâneas à receita de humanização: um estudo sobre a implementação da política nacional de humanização em um hospital do Rio de Janeiro

Abstract

This study is concerned with the implementation of the National Humanization Policy in Hospital da Lagoa, a hospital unit administrated by the Federal Government and situated in the City of Rio de Janeiro. Hospital da Lagoa was chosen due to this unit s tradition in implementing innovative actions and activities with the purpose of improving service quality and, also, due to how close the researcher has become towards the institution throughout her professional life. The study focuses on the institution administrators perspective of the experience of Humanization , which began in 2003 and is still taking place. According to this policy, humanization is the valorization of the different subjects implicated in the process of health production: the users, the workers and the administrators. As a strategy for changes, humanization is oriented by three principles: transversality; the close bond between attention and administration in health; and the autonomy and the protagonism of the subjects in work processes. Being a case study, the methodology has followed the triangulation, combining document analysis, participant observation and semistructured interviews with 17 administrators of several professional categories and with different levels of responsibility. The data analysis has revealed the existence of many problems that will need to be solved in order for the policy to be institutionalized. The administrators that were interviewed mentioned, among others: the frailty of the humanization policy and the very organizational culture that exists today. The latter, according to the administrators, is to blame for the hindrances in the management of the work: difficulty in forming teams with professionals of different areas, disregard for the workers health and inefficiency of the local Participative Management College. Even though aspects favorable to the process were mentioned, at the end of the field work some of the principles recommended by the National Humanization Policy had not been established. Besides, all the efforts for their implementation are now competing against the establishment of a program of hospital service improvement, linked to the Department of Health.