This study analyze the environmental cares and the assistance human relations in a surgical neonatal intensive care unit, reflecting about potentialities and obstacles for the promotion of a humanized care. The research, accomplished in an Unit of tertiary level used the method of participant observation focusing, for five months, the human relations professional-baby, professional-parents and mother-baby. Routines contemplating environmental conditions and needs of babies and families, and strategies for noise and brightness reduction were observed, with different levels of effectiveness. The comfort and babies’ welfare were provided through body support and non-nutritious suction. These procedures were not systematized and revealed contradictions and ambiguities. The parents' access was encouraged. However, signs of difficulty as fear, insecurity and stress in the parents-babies relationship, pointed out to a need of more care addressed to the family. Attitudes and practices in Units of Intensive Therapy are permeated by conflicts, negotiations and adaptations to work, constituting a challenge to the construction of a humanized care model, that allies different technologies, respect and welcoming to the patients' and professional needs and the recognition of the cultural logics of the family.
Humanizing; Quality of health care; Intensive care; Surgical