OBSERVAÇÃO PARTICIPANTE SOBRE A ASSISTÊNCIA À PESSOA EM SITUAÇÃO DE RUA NA URGÊNCIA E EMERGÊNCIA: Relato de experiência na UPA de Patos de Minas/MG

Homeless individuals (HI) face numerous barriers to accessing healthcare services, such as lack of documentation, housing, and social stigma, which results in institutional neglect and exclusion. This study, based on participant observation methodology, reports the experience of Psychology interns during the care of a homeless person at the Emergency Care Unit (UPA) in Patos de Minas, Brazil. The objective was to understand the psychosocial demands involved and analyze the perceptions of healthcare professionals regarding care for this population. Direct observation in the field allowed the interns to follow all stages of the care, from initial contact to patient discharge. Additionally, semi-structured interviews were conducted with a nurse and a nursing technician to understand their views on managing HI in institutional settings. The findings revealed challenges such as the absence of a medical record, disorganized bed assignment, and lack of food provision, reinforcing the invisibility of this population. Active listening, emotional support, and psychoeducation were fundamental strategies to establish rapport and guide the patient to appropriate care and public support networks. The nursing staff reported work overload and lack of specific protocols, which hindered the delivery of humanized care. The study highlights the psychologist’s role as a key actor in listening, bonding, and articulating with the support network. It also emphasizes the need for inclusive public policies and better training of multidisciplinary teams to work ethically and effectively with this population.