Ouvidoria: uma análise de sua utilização como ferramenta de gestão no âmbito da Agência Nacional de Vigilância Sanitária (Anvisa). / Ombudsman: an analysis of the utilization as a tool of the management of the National Health Surveillance Agency Anvisa.

AUTOR(ES)
DATA DE PUBLICAÇÃO

2009

RESUMO

Being the Ombudsman an important channel of contact between public institutions and users such as consumers, health professionals or regulated sector the different demands received by it (suggestions, complaints, praises), are pivotal for evaluating management practices within the internal areas of the National Health Surveillance Agency Anvisa. The main question approached by this dissertation is: to what extend Anvisas different units makes use of the Ombudsman as a management mechanism for improvement of their work processes. To answer this question, the study aims to identify what type of information is received by the Ombudsman, which are the areas that receive the largest number of requests for information, if such information is passed to managers, if they have the perception that this information is input to the evaluation of their work processes effectively and they have made changes based on such information. To achieve this objective, it was performed a literature review and were semi-structured interviews with the areas involved and the Ombudsman chief. From the analysis of data obtained are complementary to those proposed actions that have been practical to contribute to the better utilization of this important input for evaluation. As a result, it was identified the lack of adhesion between the activities undertaken by the Ombudsman and the powers legally established, there is a visible extension of executive actions, which interfere with the ability of evaluative neutrality desired. It has become the main channel of information - the more varied, provided educational information to the proceedings - the Ombudsman has a very privileged perception of the general functioning of the Anvisa. However, the use of such information management allowance is taking more power last year. Still, the suggestions of actions to correct possible failures occur in very critical situations, with no areas of a culture of critical analysis of the demands that they get from users through the Ombudsman. The research in the field showed that the Ombudsman has, since its creation in 1999, a bias very informative, as much a channel for the care that effectively treat an area of the demands of the users-citizens. From the findings made are some recommendations for the strategic potential of information gathered by the Ombudsman is widespread.

ASSUNTO(S)

ouvidoria social control ferramenta de gestão vigilância sanitária health monitoring participation controle social ombudsman saude publica participação

ACESSO AO ARTIGO

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