A importância da interação das ouvidorias SUS: reflexões sobre a articulação entre a Ouvidoria SUS/Natal-RN e as demais Ouvidorias SUS existentes no território
This study problematizes the importance of interaction among ombudsman agencies known as Ouvidorias SUS Municipal from Natal city in Brazil. From a methodological point of view, we used documentary research to analize documents produced by the Ministry of Health, by the local ombudsman agency as wel...
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Ouvidoria SUS; Gestão participativa; Controle social; Participação social; Articulação e interação. Ombudsman agencies SUS; Participative management; Social control; Social participation; Articulation and interaction |
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Ouvidoria SUS; Gestão participativa; Controle social; Participação social; Articulação e interação. Ombudsman agencies SUS; Participative management; Social control; Social participation; Articulation and interaction Dantas, Agne Bárbara da Silva Costa A importância da interação das ouvidorias SUS: reflexões sobre a articulação entre a Ouvidoria SUS/Natal-RN e as demais Ouvidorias SUS existentes no território |
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This study problematizes the importance of interaction among ombudsman agencies known as Ouvidorias SUS Municipal from Natal city in Brazil. From a methodological point of view, we used documentary research to analize documents produced by the Ministry of Health, by the local ombudsman agency as well as the ombudsman agency from the RN state. We highlight the reports of technical visits from a national project that was adopted by the Ouvidoria SUS municipal named Ouvidoria Ativa. Therefore, we adopted the understanding that the Ombudsman's Office of the SUS is a democratic channel and a participatory management tool of the Secretaria Municipal de Saúde – SMS. For that reason, it must be a democratic tool for social control and participation, which is aimed at welcoming the demands of all citizens and has a duty to answering them, making it possible to verify how health services are offered by SMS and other federative entities, as well as to detect the most varied problems faced by the SUS user population. The purpose of this graduate final work is to understand how the municipal SUS ombudsman offices articulates with the health services network and also with the other ombudsmen agencies of the scope, state, federal and of the general department, trying to understand in which form this articulation proceed and to grasp which are the difficulties to act in an articulated way. To do so, we combine bibliographic and documentary research highlighting the reports of the SUS Ombudsman's Office for 2018 and 2019. We found that all ombudsmen have insufficient personnel and infrastructure that guarantee effective service conditions to play their role fully. To do so, we combine bibliographic and documentary research highlighting the reports of the SUS Ombudsman's Office for 2018 and 2019. We find that all ombudsmen have insufficient personnel and infrastructure that guarantee effective service conditions to play their role fully. Particularly in relation to the articulation between ombudsmen, we have identified that there is an incipient and insufficient communication among ombudsmen, often confining themselves to passing on and/or forwarding cases, usually through e-mail, eventually through direct telephone contact and rarely through face-to-face contacts, and there is no joint action when the problems affect the state and municipal SUS. It is concluded that in addition to needing articulation through computerized networks, it is necessary a dynamic of interaction that allows to subsidize the management to solve the great problems of management. |
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Costa, Maria Dalva Horácio da |
| author_facet |
Costa, Maria Dalva Horácio da Dantas, Agne Bárbara da Silva Costa |
| format |
bachelorThesis |
| author |
Dantas, Agne Bárbara da Silva Costa |
| author_sort |
Dantas, Agne Bárbara da Silva Costa |
| title |
A importância da interação das ouvidorias SUS: reflexões sobre a articulação entre a Ouvidoria SUS/Natal-RN e as demais Ouvidorias SUS existentes no território |
| title_short |
A importância da interação das ouvidorias SUS: reflexões sobre a articulação entre a Ouvidoria SUS/Natal-RN e as demais Ouvidorias SUS existentes no território |
| title_full |
A importância da interação das ouvidorias SUS: reflexões sobre a articulação entre a Ouvidoria SUS/Natal-RN e as demais Ouvidorias SUS existentes no território |
| title_fullStr |
A importância da interação das ouvidorias SUS: reflexões sobre a articulação entre a Ouvidoria SUS/Natal-RN e as demais Ouvidorias SUS existentes no território |
| title_full_unstemmed |
A importância da interação das ouvidorias SUS: reflexões sobre a articulação entre a Ouvidoria SUS/Natal-RN e as demais Ouvidorias SUS existentes no território |
| title_sort |
importância da interação das ouvidorias sus: reflexões sobre a articulação entre a ouvidoria sus/natal-rn e as demais ouvidorias sus existentes no território |
| publisher |
Universidade Federal do Rio Grande do Norte |
| publishDate |
2019 |
| url |
https://repositorio.ufrn.br/handle/123456789/36508 |
| work_keys_str_mv |
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| _version_ |
1773962018821242880 |
| spelling |
ri-123456789-365082021-09-20T18:42:37Z A importância da interação das ouvidorias SUS: reflexões sobre a articulação entre a Ouvidoria SUS/Natal-RN e as demais Ouvidorias SUS existentes no território Dantas, Agne Bárbara da Silva Costa Costa, Maria Dalva Horácio da Costa, Maria Dalva Horácio da Dias, Lenilze Cristina da Silva Neto, Jorio Novais Cortê Ouvidoria SUS; Gestão participativa; Controle social; Participação social; Articulação e interação. Ombudsman agencies SUS; Participative management; Social control; Social participation; Articulation and interaction This study problematizes the importance of interaction among ombudsman agencies known as Ouvidorias SUS Municipal from Natal city in Brazil. From a methodological point of view, we used documentary research to analize documents produced by the Ministry of Health, by the local ombudsman agency as well as the ombudsman agency from the RN state. We highlight the reports of technical visits from a national project that was adopted by the Ouvidoria SUS municipal named Ouvidoria Ativa. Therefore, we adopted the understanding that the Ombudsman's Office of the SUS is a democratic channel and a participatory management tool of the Secretaria Municipal de Saúde – SMS. For that reason, it must be a democratic tool for social control and participation, which is aimed at welcoming the demands of all citizens and has a duty to answering them, making it possible to verify how health services are offered by SMS and other federative entities, as well as to detect the most varied problems faced by the SUS user population. The purpose of this graduate final work is to understand how the municipal SUS ombudsman offices articulates with the health services network and also with the other ombudsmen agencies of the scope, state, federal and of the general department, trying to understand in which form this articulation proceed and to grasp which are the difficulties to act in an articulated way. To do so, we combine bibliographic and documentary research highlighting the reports of the SUS Ombudsman's Office for 2018 and 2019. We found that all ombudsmen have insufficient personnel and infrastructure that guarantee effective service conditions to play their role fully. To do so, we combine bibliographic and documentary research highlighting the reports of the SUS Ombudsman's Office for 2018 and 2019. We find that all ombudsmen have insufficient personnel and infrastructure that guarantee effective service conditions to play their role fully. Particularly in relation to the articulation between ombudsmen, we have identified that there is an incipient and insufficient communication among ombudsmen, often confining themselves to passing on and/or forwarding cases, usually through e-mail, eventually through direct telephone contact and rarely through face-to-face contacts, and there is no joint action when the problems affect the state and municipal SUS. It is concluded that in addition to needing articulation through computerized networks, it is necessary a dynamic of interaction that allows to subsidize the management to solve the great problems of management. Este estudo problematiza a importância da interação entre as Ouvidorias SUS Municipal –Natal/RN e as demais Ouvidorias SUS existentes no âmbito do referido munícipio. Do ponto de vista metodológico utilizamos a pesquisa documental analisando documentos produzidos pelo Ministério da Saúde, pela Ouvidoria SUS Municipal e Estadual, destacando os relatórios de visitas técnicas provenientes do Ouvidoria Ativa, um projeto nacional que foi adotado pela Ouvidoria SUS municipal, nesse sentido, adotamos a compreensão de que Ouvidoria do SUS é um canal democrático e um instrumento de gestão participativa da SMS, portanto deve ser uma ferramenta democrática de controle e participação social, que objetiva-se no acolhimento de demandas de todos os cidadãos e tem o dever de respondê-las, possibilitando verificar como estão os serviços de saúde ofertados pela SMS e demais entes federativos, bem como detectar os mais variados problemas enfrentados pela população usuária do SUS. O objetivo consiste em apreender como a ouvidoria do SUS municipal se articula com a rede de serviços de saúde e também com as demais ouvidorias do âmbito, estadual, federal e do departamento geral, buscando compreender de que forma se dá essa articulação e/ou quais as dificuldades para atuar de forma articulada. Para tanto, combinamos pesquisa bibliográfica e documental destacando-se os relatórios da Ouvidoria SUS de 2018 e 2019. Constatamos que todas as ouvidorias tem insuficiência de pessoal e de infraestrutura que garantam efetiva condições de atendimento para desempenharem de forma plena seu papel. Sobretudo em relação a articulação entre as ouvidorias, identificamos que há uma incipiente e insuficiente comunicação entre as ouvidorias, muitas vezes se limitando ao repasse e/ou encaminhamento de casos, em geral através de e-mail, eventualmente mediante contato direto por telefone e raramente através de contatos presenciais, não havendo uma atuação conjunta quando o problemas afeta o SUS estadual e municipal. Conclui-se que além de necessitarem de articulação através de redes informatizadas, se faz necessário uma dinâmica de interação que permita subsidiar a gestão a resolver os grandes problemas de gestão. 2019-07-22T18:37:01Z 2021-09-20T18:42:37Z 2019-07-22T18:37:01Z 2021-09-20T18:42:37Z 2019-06-18 bachelorThesis 20150146984 DANTAS, Agne Barbara da Silva Costa. A importância da interação das ouvidorias SUS: Reflexões sobre a articulação entre a Ouvidoria SUS/Natal e as demais Ouvidorias SUS existentes no território. 2019. 83f. Monografia (Graduação em Serviço Social) - Centro de Ciências Sociais Aplicadas, Universidade Federal do Rio Grande do Norte, Natal, RN, 2019. https://repositorio.ufrn.br/handle/123456789/36508 pt_BR Attribution-NonCommercial-NoDerivs 3.0 Brazil http://creativecommons.org/licenses/by-nc-nd/3.0/br/ application/octet-stream Universidade Federal do Rio Grande do Norte Brasil UFRN Serviço Social |