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

Detalhes bibliográficos
Autor(a) principal: Veras, Mirella Maria Soares
Data de Publicação: 2005
Tipo de documento: Dissertação
Idioma: por
Título da fonte: Repositório Institucional da Universidade Federal do Ceará (UFC)
Texto Completo: http://www.repositorio.ufc.br/handle/riufc/1339
Resumo: 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.
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spelling A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CEThe satisfaction of the users of the SUS (BR) with the Omdudsman in health services of Fortaleza-CESatisfacao do PacienteSatisfação dos ConsumidoresAdministração de Serviços de SaúdeAvaliação em SaúdeIntroduction: 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.Introdução A ouvidoria em Saúde foi criada no estado do Ceará em 1991, para receber e encaminhar as manifestações de descontentamento e satisfação dos usuários do sistema público, tornando-se o principal canal de comunicação com o Sistema Único de Sa?de-SUS, tendo como finalidade melhorar a qualidade dos servi?os prestados. Objetivos Descrever o perfil dos usu?rios da Ouvidoria em Sa?de, avaliando o seu n?vel de satisfa??o com os servi?os p?blicos de sa?de, bem como com o pr?prio servi?o de ouvidoria em Fortaleza. M?todos O estudo foi do tipo transversal, descritivo e explorat?rio com abordagem quantitativa. O instrumento utilizado foi um question?rio estruturado com perguntas fechadas e abertas para os usuários do serviço de ouvidoria. Os dados foram inseridos em microcomputador e analisados através do programa Epi Info 6.04. Resultados Dentre os usuários da ouvidoria em saúde, as mulheres foram as que mais utilizaram este serviço (74,1%). A razão pela qual os usuários procuraram o serviço foi para reclamação (64,7%), seguido de orientação (12,3%) e elogio (11,5%). Dentre os usuários que buscaram a Ouvidoria em Saúde para reclamar, os principais motivos foram: falta de atendimento no serviço de saúde (57,8%), mau atendimento no serviço de saúde (52,0%) e falta de medicamento nas farmácias dos serviços de saúde (8,6 %). Problemas de falta de higiene nos serviços de saúde (9,2%) e de limpeza nas ruas (16,3 %) também foram relatados. Com relação a própria ouvidoria em saúde, embora 48,7 % dos usuários estivessem satisfeitos com o serviço, as seguintes falhas foram citadas: falta de autonomia (14,7%), demora na solu??o dos problemas (8,0%) e poucos ouvidores (6,6%). O difícil acesso ao serviço, falta de interesse e descaso com o problema dos usuários, também foram citados. Conclusões A participação da população na utilização dos serviços de ouvidoria ainda é muito pequena. O serviço é disponibilizado apenas na cidade de Fortaleza, o que dificulta o acesso para a população residente em outros municípios do Estado. Quanto a resolutividade, observou-se que as soluções tomadas pelo serviço não corresponde as expectativas de uma parcela dos usuários. Para que o usuário possa continuar a utilizar o serviço necessário que este se sinta confiante na efetividade do mesmo. Foi observada a necessidade de facilitar o acesso ao serviço, melhorar a divulgação da ouvidoria e informar aos usuários sobre os objetivos e finalidades do serviço, buscando estabelecer uma parceria efetiva entre usuários e ouvidores, para que a população encontre na ouvidoria um instrumento para efetivar o controle social e a melhoria da qualidade dos serviços de saúde.Correia, Luciano LimaVeras, Mirella Maria Soares2011-12-05T13:15:49Z2011-12-05T13:15:49Z2005info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfVERAS, M. M. S. A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE. 2005. 158 f. Dissertação (Mestrado em Saúde Pública) - Faculdade de Medicina. Universidade Federal do Ceará, Fortaleza, 2005.http://www.repositorio.ufc.br/handle/riufc/1339porreponame:Repositório Institucional da Universidade Federal do Ceará (UFC)instname:Universidade Federal do Ceará (UFC)instacron:UFCinfo:eu-repo/semantics/openAccess2021-03-24T12:05:20Zoai:repositorio.ufc.br:riufc/1339Repositório InstitucionalPUBhttp://www.repositorio.ufc.br/ri-oai/requestbu@ufc.br || repositorio@ufc.bropendoar:2021-03-24T12:05:20Repositório Institucional da Universidade Federal do Ceará (UFC) - Universidade Federal do Ceará (UFC)false
dc.title.none.fl_str_mv A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE
The satisfaction of the users of the SUS (BR) with the Omdudsman in health services of Fortaleza-CE
title A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE
spellingShingle A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE
Veras, Mirella Maria Soares
Satisfacao do Paciente
Satisfação dos Consumidores
Administração de Serviços de Saúde
Avaliação em Saúde
title_short A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE
title_full A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE
title_fullStr A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE
title_full_unstemmed A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE
title_sort A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE
author Veras, Mirella Maria Soares
author_facet Veras, Mirella Maria Soares
author_role author
dc.contributor.none.fl_str_mv Correia, Luciano Lima
dc.contributor.author.fl_str_mv Veras, Mirella Maria Soares
dc.subject.por.fl_str_mv Satisfacao do Paciente
Satisfação dos Consumidores
Administração de Serviços de Saúde
Avaliação em Saúde
topic Satisfacao do Paciente
Satisfação dos Consumidores
Administração de Serviços de Saúde
Avaliação em Saúde
description 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.
publishDate 2005
dc.date.none.fl_str_mv 2005
2011-12-05T13:15:49Z
2011-12-05T13:15:49Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
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status_str publishedVersion
dc.identifier.uri.fl_str_mv VERAS, M. M. S. A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE. 2005. 158 f. Dissertação (Mestrado em Saúde Pública) - Faculdade de Medicina. Universidade Federal do Ceará, Fortaleza, 2005.
http://www.repositorio.ufc.br/handle/riufc/1339
identifier_str_mv VERAS, M. M. S. A satisfação dos usuários do SUS com o serviço de ouvidoria em saúde de Fortaleza-CE. 2005. 158 f. Dissertação (Mestrado em Saúde Pública) - Faculdade de Medicina. Universidade Federal do Ceará, Fortaleza, 2005.
url http://www.repositorio.ufc.br/handle/riufc/1339
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language por
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dc.source.none.fl_str_mv reponame:Repositório Institucional da Universidade Federal do Ceará (UFC)
instname:Universidade Federal do Ceará (UFC)
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instname_str Universidade Federal do Ceará (UFC)
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reponame_str Repositório Institucional da Universidade Federal do Ceará (UFC)
collection Repositório Institucional da Universidade Federal do Ceará (UFC)
repository.name.fl_str_mv Repositório Institucional da Universidade Federal do Ceará (UFC) - Universidade Federal do Ceará (UFC)
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