Estudo das manifestações da ouvidoria do SUS do município de Natal - RN, no período de 2018 a 2021
The SUS Ombudsmen are administrative units, active at the federal, state and municipal levels, with the mission of ensuring the rights of citizens to be heard and have their personal and collective demands addressed. Due to the importance of the Ombudsman, the manifestations received at the Municipa...
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| Formato: | bachelorThesis |
| Idioma: | pt_BR |
| Publicado em: |
Universidade Federal do Rio Grande do Norte
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| Endereço do item: | https://repositorio.ufrn.br/handle/123456789/53687 |
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| Resumo: | The SUS Ombudsmen are administrative units, active at the federal, state and municipal levels, with the mission of ensuring the rights of citizens to be heard and have their personal and collective demands addressed. Due to the importance of the Ombudsman, the manifestations received at the Municipal Ombudsman of the SUS in Natal, capital of Rio Grande do Norte, from 2018 to 2021 were analyzed. annual report, service channel, classification, typification and demand status. In the analyzed period, there were about 4,607 demands, classified as complaints (49.58%) and requests (35.53%), being the main subject; health care (52.09%), management (29.11%) and health surveillance (5.73%). The telephone was the most frequent service channel (72.30%), with the status of demands 46.39% archived and 26.11% concluded. From 2018 to 2021, there was an upward trend in demonstrations (14.78% to 30.74%). It is concluded that the SUS Ombudsman in Natal/RN is considered an important mechanism for participation and social control, and should act as an indispensable management tool. However, as the data are entered by the Ombudsman's technicians, there may be biases in the filling, therefore, continuous training processes for these professionals must be carried out in favor of the standardization of processes. |
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