RECEPTION AND ACTIVE LISTENING IN REGIONAL HOSPITALS: NURSING CHALLENGES AMID HIGH DEMAND IN THE BRAZILIAN PUBLIC HEALTH SYSTEM (SUS)

Abstract

Reception and active listening are essential practices for the humanization of healthcare, especially in the context of regional hospitals linked to the Brazilian Unified Health System (SUS), where high demand and limited resources present daily challenges to nursing teams. This article offers an in-depth reflection on how these professionals, even under heavy workloads, seek ways to ensure empathetic, ethical, and patient-centered care. Based on a literature review and qualitative analysis of the hospital reality, the study explores the impact of qualified listening on patient safety, the development of therapeutic bonds, and the effectiveness of treatment.

The reality faced by nursing professionals reveals a scenario marked by long queues, high patient turnover, and exhausting shifts, which often compromise the quality of patient reception. However, even in strained and overloaded environments, many professionals find sensitive strategies to listen, welcome, and respect the time and pain of others. This silent and daily effort reaffirms the role of nursing as a cornerstone of care within SUS.

In addition to identifying the main structural obstacles, the article points out possible paths to strengthen active listening practices, such as ongoing training, emotional support for teams, and institutional recognition of listening time as an integral part of care. By highlighting the human dimension of nursing, this reflection aims to contribute to a more compassionate, sensitive, and effective healthcare culture.