RESUMEN
BACKGROUND: The advent of the Family Health Strategy required healthcare teams to strengthen bonding and accountability towards users. In this sense, humanisation has been the key to a successful care provision and to the acceptance of interventions that can meet demands. Our study aimed to evaluate the implementation of user embracement in Family Health Units of Jaboatão dos Guararapes, Pernambuco, Brazil. METHODS: The studied population belonged to 48 Family Health teams. Eighty-five healthcare workers with higher education answered the questionnaire, and the registration forms of 272 users were examined, from which sociodemographic information was gathered. These data were analysed according to the degree of vulnerability. Questionnaire results were collected and tabulated using the HCMaps software. Dimensions were analysed through a Likert-type grading scale ranging from 1 to 5. This is an evaluative, cross-sectional study with a quantitative approach, considering the dimensions proposed in the RE-AIM framework. RESULTS: User embracement was considered unsatisfactory, as were Reach and Adoption. The Effectiveness, Implementation, and Maintenance dimensions yielded satisfactory results. The main ones were the perception of user embracement as a screening process, and the delimitation of open slots and/or schedules. CONCLUSIONS: The study shows that user embracement has been effective in strengthening bonds, reducing queues, and solving demands. However, the potential user embracement sustainability and implementation have been hampered by factors related to the Adoption of the intervention.