THE ROLE OF THE NURSE IN PROVIDING HUMANIZED CARE TO PATIENTS IN URGENT AND EMERGENCY SITUATIONS

Abstract

Introduction: The Brazilian Unified Health System (SUS) is organized into care networks that aim to offer comprehensive, humanized, and effective care, highlighting the emergency and urgent care network, composed of services such as UPA (Emergency Care Units), SAMU (Mobile Emergency Care Service), and hospitals of different sizes. In these locations, the focus is on the clinical stabilization of the patient and their appropriate referral to specialized units, which requires coordinated action from a multidisciplinary team. The nurse plays an essential role in the initial triage, identifying priorities and directing care according to the severity of the cases. However, challenges persist, such as the lack of specialist physicians and the time for regulation and transfer, which compromise the quality of care. Methodology: The research was developed through an integrative literature review, with the objective of analyzing the role of the nurse in humanized care in emergency and urgent situations. To construct this study, methodological steps were followed, including defining the guiding question, choosing the Health Sciences Descriptors (DeCS), applying inclusion and exclusion criteria, interpreting the results, and preparing the review. Data collection took place between March and April 2026 in the SciELO, BVS, and LILACS databases, using the descriptors "Nursing Care," "Patient Care Planning," "Emergency Units," and "Humanization." Original full articles published between 2020 and 2025, in Portuguese and freely available, addressing the role of nurses in emergency services were included. Duplicate studies, literature reviews, theses, dissertations, and other non-scientific materials were excluded. As this was an integrative review, the research did not require submission to an Ethics Committee, while maintaining ethical and bioethical principles throughout its development. Results and discussion: In recent years, there has been a significant increase in emergency and urgent care, requiring healthcare professionals to possess not only technical competence and speed in interventions, but also humanized care. Studies highlight that humanization strengthens the relationship between professional and patient, promoting welcoming, empathy, effective communication, and greater safety during care. Conclusion: Given the increase in emergency and urgent care, it is essential that healthcare be both technically competent and humanized, guaranteeing welcoming, respect, and comprehensive care for the patient. In this context, nurses play an essential role, especially in risk classification, through qualified listening and appropriate direction of care. The National Humanization Policy reinforces the importance of these practices, but challenges such as overcrowding, work overload, and emotional strain still hinder their effectiveness. Thus, investing in professional qualification, valuing teams, and improving working conditions is indispensable to promoting ethical, effective, and truly humanized care in emergency and urgent care services.