OBJECTIVETo analyze humanization practices in primary health care in the Brazilian
Unified Health System according to the principles of the National
Humanization Policy.METHODSA systematic review of the literature was carried out, followed by a
meta-synthesis, using the following databases: BDENF (nursing database),
BDTD (Brazilian digital library of theses and dissertations), CINAHL
(Cumulative Index to nursing and allied health literature), LILACS (Latin
American and Caribbean health care sciences literature), MedLine
(International health care sciences literature), PAHO (Pan-American Health
Care Organization Library) and SciELO (Scientific Electronic Library
Online). The following descriptors were used: Humanization; Humanizing
Health Care; Reception: Humanized care: Humanization in health care;
Bonding; Family Health Care Program; Primary Care; Public Health and
Sistema Único de Saúde (the Brazilian public health
care system). Research articles, case studies, reports of experiences,
dissertations, theses and chapters of books written in Portuguese, English
or Spanish, published between 2003 and 2011, were included in the
analysis.RESULTSAmong the 4,127 publications found on the topic, 40 studies were evaluated
and included in the analysis, producing three main categories: the first
referring to the infrastructure and organization of the primary care
service, made clear the dissatisfaction with the physical structure and
equipment of the services and with the flow of attendance, which can
facilitate or make difficult the access. The second, referring to the health
work process, showed issues about the insufficient number of professionals,
fragmentation of the work processes, the professional profile and
responsibility. The third category, referring to the relational
technologies, indicated the reception, bonding, listening, respect and
dialog with the service users.CONCLUSIONSAlthough many practices were cited as humanizing they do not produce changes
in the health services because of the lack of more profound analysis of the
work processes and ongoing education in the health care services.