HUMANIZATION AND PERCEPTION OF EFFECTIVENESS OF BRAZILIAN HEALTHCARE SYSTEM

Research objective: Identify the factors of humanization that influence the perception of the effectiveness of healthcare services in Brazil by users (patients, companions, and family members) and professionals (doctors, assistants, and any others, directly or indirectly, linked with the provision of services) in the area. Theoretical framework: Six guidelines of the National Humanization Policy (NHP) gave potential rise to constructs that are analyzed under the theoretical lens of the Autopoiesis Theory. Methodology: Data is treated quantitatively from a survey of perceptions with a non-probabilistic sample. Exploratory factor analysis determined eight factors of humanization. Results: The evidence indicated that the factors Professional Attention, Relational Attention, Expanded Clinic, and Valuing Workers' Technical Skills are positively related to the effectiveness of Brazilian healthcare services. Besides, there are differences in the perceptions of users and professionals concerning the effectiveness of humanization in healthcare services. Originality: Based on public policy guidelines, through unprecedented quantitative research, the factors that form the construct of humanization in health services are highlighted. Theoretical and practical contributions: The results contribute to humanization in healthcare services, especially in scenarios of the stress of the health system, which claims for substantive actions in the healthcare services social, technical, and political dimensions.