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This study had the purpose to know what is the understanding of users, collaborators and managers of a southern university hospital regarding reception and humanization on the health care at the SUS, in order to subsidize a study group to implement the national policy of humanization. It is an exploratory study with descriptive qualitative approach carried out from November 2008 to March 2009. Data collecting was performed by team dynamics and, after the data was organized, it was analyzed using thematic analysis. Twenty-five subjects were interviewed including users, employees and managers. For users, the embracement and humanization are expressed by solution of the problems that affect their health condition. For collaborators, the main focus was the issues of personal relationship. For managers, the understanding on the issue was expressed by the need and obligation to ensure the viability of the offer of assistance. The urgent need to understand the human being as a whole and improve interpersonal relationships in order to have a more welcoming and humanized health care was evidenced.

Acolhimento como estratégia do programa nacional de humanização