A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE

• Ano de defesa: 2005
• Autor(a) principal: Veras, Mirella Maria Soares
• Orientador(a): Correia, Luciano Lima
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Palavras-chave em Português: Satisfacao do Paciente; Satisfação dos Consumidores; Administração de Serviços de Saúde; Avaliação em Saúde
• Link de acesso: http://www.repositorio.ufc.br/handle/riufc/1339

Introduction: health Service Ombudsman was created in the State of Ceará in 1991, to receive and to direct the dissatisfaction manifestations and the users’ of the public system satisfaction, becoming the main communication channel with the Unique System of Health-SUS, tends as purpose to improve the quality of the rendered services. Objectives: Describe the users’ of the Health Service Ombudsman, evaluating their satisfaction level with the public services of health, as well as with the own ombudsman health service in Fortaleza. Methods: traverse study, descriptive and exploratory with quantitative approach. The used instrument was a questionnaire structured with closed and open questions for the users of ombudsman health service. The data were inserted in microcomputer and analyzed through the program Epi Info 6.04. Results: among the users of the health service ombudsman, the women were what more used this service(74,1%) the reason for the which the users sought the service went to complaint (64,7%) following by orientation (12,3%) and praise (11,5%) among the users that looked for health service ombudsman to complain, the main reasons were: service lack in the service of health (57,8%), bad service in the service of health (52,0%) and medicine lack in the drugstores of the services of health (8,6%). Problems of hygiene lack in the services of health (9,2%) and of cleaning in the stress (16,3%) they were also told. Regarding own in Health service Ombusdman although 48,7% of the users were satisfied with the service, the following flaws were mentioned: autonomy lack (14,7%), it is long in the solution of the problems (8,0%) an few ombudsmans(6,6%). The difficult acess to the service, lacks of interest and disregard with the users’ problem, they were also mentioned. Conclusion: the participation of the population in the use of the health services ombudsman is still very small. The service is just made available in Fortaleza city, what hinders the access for the resident population in other municipal districts of the State. As for resolutividade, it was observed that the soluctions taken by the service doesn’t correspond to the expectations of a portion of the users. So that the user can continue to use the service is necessary that this it feels confident in the effectiveness of the same. The need was observed of facilitating the access to the service, to improve the popularizations of the ombsman health service and to inform the users about the objectives and purpose of the service, looking for to establish an effective partnership between users and ombudsman, for the population to find in health service ombudsman an instrument to execute the social control and the improvement of the quality of the services of health.