OBJECTIVE: to show and discuss, in conceptual and methodological terms, the development of the humanization of health practices as institutional policy (guidelines for actions that promoves institutional culture based on humanistic values). METHOD: we defined the "Hospital das Clinicas, School of Medicine, São Paulo University " as a case for being a public institution of reference in teaching, research and assistance in health. We did documentary survey on the humanization since 2005 until 2012, and descriptive analysis of scenarios and processes involved in this case, as well as interpretive analysis based on theoretical references adopted. RESULTS: to developing the humanization in the Complex, they structured a collaborative network consisting of 16 groups and coordination. Among the various actions of building the network, the highlight was the training course for coordinators to the methodology of humanization, which consists in: by tools and techniques of organizational assessment and planning to identify critical situations in interactions with users, employees or teams, so to define actions in the problem areas and to monitor indicators such actions. The projects articulated with Network in 2010 amounted 120, and in 2012, 411 projects. The model of the Network "Humaniza FMUSPHC" is a management strategy of humanization in healthcare that surpasses punctual actions on institutional life, by adopting a systemic and organized vision technically supported to implement policy that aims the humanization culture.
Humanization of assistance; Organization and administration; Health services; Public Policies
