EMPATHY AND WELCOMING: WHAT CAN WE LEARN FROM THE EXPERIENCE OF FAMILY MEMBERS OF CRITICALLY ILL PATIENTS?

Abstract

Introduction: Welcoming patients in healthcare services is an ethical and humanized practice based on skilled listening, bonding, and empathy, which is essential in highly complex environments such as intensive care units (ICUs). The presence of family members contributes to patient recovery, provided that they are welcomed appropriately, although factors such as work overload and infrastructure can hinder this. Objective: To analyze the perception of patient companions regarding the reception received by professionals in adult intensive care units. Method: An exploratory and descriptive study with a qualitative-quantitative approach was conducted with 13 companions in the ICU waiting room of a public hospital in São Paulo. The INFIT instrument was used for data collection. The project was approved by the Ethics Committee (CAAE: 87969025.8.0000.547). Results: Most participants reported a positive perception of the reception: 77% believe that the best care is almost always provided; 85% said they were treated kindly; 92% considered the information to be honest, and 85% understood the clinical picture and procedures. Less favorable aspects refer to physical comfort: only 8% felt comfortable during the visit or in the waiting room. Companions reported a perception of teamwork, without distinguishing professional class, revealing the importance of interprofessional work. Conclusion: The study shows that companions perceive acceptance mainly through the clarity and honesty of information and the kindness of the team without distinction, revealing the importance of interprofessionality. However, weaknesses related to physical comfort and emotional support persist, indicating the need for strategies to increase the humanization of care in the ICU.