OBJECTIVE: To understand the meaning and experience of the nurse in respect to the quality of the reception of users / attendants in a Pediatric Emergency Room of a university hospital in São Paulo. METHODS: A qualitative, exploratory descriptive study, with the participation of eight nurses. Data collection was conducted through semi-structured interviews with the transcripts subjected to content analysis. RESULTS: categories emerged: the meaning of reception: concepts and professional attitudes; reception: the real to the ideal; experience in implementing changes; process of reception: factors affecting. CONCLUSION: The reception process was modified throughout the work process, characterized by interpersonal relationships, professional behavior, communication and questions related to infrastructure.
Emergency nursing; User embracement; Quality of health care; Child health services