Survey on health ombudsman offices in the Brazilian Unified Health System

Fernandes, Fernando Manuel Bessa; Moreira, Marcelo Rasga; Ribeiro, José Mendes

doi:10.1590/0103-11042016S17

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Brasil

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ORIGINAL ARTICLE • Saúde debate 40 (spe) • Dec 2016 • https://doi.org/10.1590/0103-11042016S17 copy

Survey on health ombudsman offices in the Brazilian Unified Health System

Authorship SCIMAGO INSTITUTIONS RANKINGS

ABSTRACT

The objective of this article is to present a panorama of the health ombudsman offices in the 27 Brazilian states - registered at the General Ombudsman Department of the Unified Health System of the Ministry of Health - detecting the alignment of principles. A qualitative study was designed and a questionnaire was administered to the ombudsmen, drawing on an Ombudsman Strength-Idea that guides the department's structure and performance. The findings provide information to subsidize public policies directed to social control and participation. The ombudsman's performance is discussed considering its keyrole in the construction of socio-political participation.

KEYWORDS:
Patient advocacy. Social participation. Social control; formal

BLOCK/ DIMENSION	QUESTION of the TOOL	DIVERGENT ANSWER		CONVERGENT ANSWER
BLOCK/ DIMENSION	QUESTION of the TOOL	Nr	%	Nr	%
Bodies – Ombudsman	The ombudsman office uses institutional network with other bodies	1^* * The only ombudsman office that declared not doing networking was the Secretariat of Health in the State of Roraima.	3,71	26	96,29
	The ombudsman holds a pre-established term mandate	16	59,26	11	40,74
	The ombudsman office has budgetary autonomy	18	66,67	9	33,33
Processing – Reception, Treatment, Feedback and Assessment	The ombudsman office relates actively with citizens	10	37,04	17	62,96
	The ombudsman office allows unrestricted access by citizens	0	0,00	27	100
	The ombudsman office guarantees citizens’ anonymity	2	7,41	25	92,59
	Means of contact provided by ombudsman office to citizens^ For these questions, the answer of the totality of six options was considered as convergent.	21	77,78	6	22,22
	The ombudsman office always does sorting out in relation to manifestation	3	11,11	24	88,89
	The ombudsman office has direct or indirect access to information demanded in the manifestation^* ***** For these questions, the answer of both options was considered as convergent.	6	22,22	21	77,78
	The ombudsman office has its own work team	2	7,41	25	92,59
	The ombudsman office has work team with workers having a bond as civil servants or being outsourced^* ***** For these questions, the answer of both options was considered as convergent.	3	11,11	24	88,89
	The ombudsman office gives replies that provide solutions to manifestations	5	18,52	22	81,48
	The ombudsman office complies with the regulations regarding the term for a reply to the manifestation	9	33,33	18	66,67
	The ombudsman office does the analysis of the information in the reply to the manifestation	2	7,41	25	92,59
Manifestation – Demand	Types of manifestation received by the ombudsman office^ For these questions, the answer of the totality of six options was considered as convergent.	11	40,74	16	59,26
Manifestation – Demand	The ombudsman office receives manifestations from individual or collective origin	6	22,22	21	77,78
Mediation – Performance	The ombudsman office controls and assumes the responsibility for the process of mediation of the reply	10	37,04	17	62,96
Mediation – Performance	The ombudsman office participates in or is responsible for the process of regulation concerning the information in the reply to the manifestation	17	62,96	10	37,04

UF^* * UF – State.	TELEPHONE	E-MAIL	POSTAL	IN PERSON	WEB FORM	SUGGESTION BOX	TOTAL CONVERGENT ANSWERS
PE	Yes	Yes	Yes	Yes	Yes	Yes	6
PI	Yes	Yes	Yes	Yes	Yes	Yes	6
MT	Yes	Yes	Yes	Yes	Yes	Yes	6
RO	Yes	Yes	Yes	Yes	Yes	Yes	6
RN	Yes	Yes	Yes	Yes	Yes	Yes	6
RJ	Yes	Yes	Yes	Yes	Yes	Yes	6
RS	Yes	Yes	Yes	Yes	Yes	No	5
MG	Yes	Yes	Yes	Yes	Yes	No	5
PR	Yes	No	Yes	Yes	Yes	Yes	5
PB	Yes	Yes	Yes	Yes	Yes	No	5
BA	Yes	Yes	Yes	Yes	Yes	No	5
ES	Yes	Yes	Yes	Yes	Yes	No	5
TO	Yes	Yes	Yes	Yes	Yes	No	5
CE	Yes	Yes	Yes	Yes	Yes	No	5
PA	Yes	Yes	Yes	Yes	Yes	No	5
SE	Yes	Yes	Yes	Yes	Yes	No	5
SP	Yes	Yes	Yes	Yes	Yes	No	5
MA	Yes	Yes	Yes	Yes	Yes	No	5
GO	Yes	Yes	Yes	Yes	Yes	No	5
RR	Yes	Yes	Yes	Yes	Não	Yes	5
SC	Yes	Yes	Yes	No	Yes	Yes	5
DF	Yes	Yes	No	Yes	Yes	No	4
AC	Yes	Yes	No	Yes	Yes	No	4
AL	Yes	Yes	No	Yes	Yes	No	4
MS	Yes	Yes	Yes	Yes	No	No	4
AM	Yes	Yes	No	Yes	No	No	3
AP	No	Yes	Yes	Yes	No	No	3

UF^* * UF – State.	COMPLAINT	SUGGESTION	PRAISE	DEMAND	DENOUNCE	LAI	TOTAL
PE	Yes	Yes	Yes	Yes	Yes	Yes	6
RS	Yes	Yes	Yes	Yes	Yes	Yes	6
MG	Yes	Yes	Yes	Yes	Yes	Yes	6
PR	Yes	Yes	Yes	Yes	Yes	Yes	6
DF	Yes	Yes	Yes	Yes	Yes	Yes	6
PB	Yes	Yes	Yes	Yes	Yes	Yes	6
PI	Yes	Yes	Yes	Yes	Yes	Yes	6
ES	Yes	Yes	Yes	Yes	Yes	Yes	6
CE	Yes	Yes	Yes	Yes	Yes	Yes	6
MT	Yes	Yes	Yes	Yes	Yes	Yes	6
PA	Yes	Yes	Yes	Yes	Yes	Yes	6
MA	Yes	Yes	Yes	Yes	Yes	Yes	6
GO	Yes	Yes	Yes	Yes	Yes	Yes	6
RR	Yes	Yes	Yes	Yes	Yes	Yes	6
RO	Yes	Yes	Yes	Yes	Yes	Yes	6
SC	Yes	Yes	Yes	Yes	Yes	Yes	6
AC	Yes	Yes	Yes	Yes	Yes	No	5
AL	Yes	Yes	Yes	Yes	Yes	No	5
AM	Yes	Yes	Yes	Yes	Yes	No	5
AP	Yes	Yes	Yes	Yes	Yes	No	5
BA	Yes	Yes	Yes	Yes	Yes	No	5
TO	Yes	Yes	Yes	Yes	Yes	No	5
MS	Yes	Yes	Yes	Yes	Yes	No	5
SE	Yes	Yes	Yes	Yes	Yes	No	5
SP	Yes	Yes	Yes	Yes	Yes	No	5
RN	Yes	Yes	Yes	Yes	Yes	No	5
RJ	Yes	Yes	Yes	Yes	Yes	No	5

Centro Brasileiro de Estudos de Saúde Av. Brasil, 4036, sala 802, 21040-361 Rio de Janeiro - RJ Brasil, Tel. 55 21-3882-9140, Fax.55 21-2260-3782 - Rio de Janeiro - RJ - Brazil
E-mail: revista@saudeemdebate.org.br

Acompanhe os números deste periódico no seu leitor de RSS

[1] Conflict of interests: non-existent

UF^* * UF – State.	COMPLAINT	SUGGESTION	PRAISE	DEMAND	DENOUNCE	LAI	TOTAL
PE	Yes	Yes	Yes	Yes	Yes	Yes	6
RS	Yes	Yes	Yes	Yes	Yes	Yes	6
MG	Yes	Yes	Yes	Yes	Yes	Yes	6
PR	Yes	Yes	Yes	Yes	Yes	Yes	6
DF	Yes	Yes	Yes	Yes	Yes	Yes	6
PB	Yes	Yes	Yes	Yes	Yes	Yes	6
PI	Yes	Yes	Yes	Yes	Yes	Yes	6
ES	Yes	Yes	Yes	Yes	Yes	Yes	6
CE	Yes	Yes	Yes	Yes	Yes	Yes	6
MT	Yes	Yes	Yes	Yes	Yes	Yes	6
PA	Yes	Yes	Yes	Yes	Yes	Yes	6
MA	Yes	Yes	Yes	Yes	Yes	Yes	6
GO	Yes	Yes	Yes	Yes	Yes	Yes	6
RR	Yes	Yes	Yes	Yes	Yes	Yes	6
RO	Yes	Yes	Yes	Yes	Yes	Yes	6
SC	Yes	Yes	Yes	Yes	Yes	Yes	6
AC	Yes	Yes	Yes	Yes	Yes	No	5
AL	Yes	Yes	Yes	Yes	Yes	No	5
AM	Yes	Yes	Yes	Yes	Yes	No	5
AP	Yes	Yes	Yes	Yes	Yes	No	5
BA	Yes	Yes	Yes	Yes	Yes	No	5
TO	Yes	Yes	Yes	Yes	Yes	No	5
MS	Yes	Yes	Yes	Yes	Yes	No	5
SE	Yes	Yes	Yes	Yes	Yes	No	5
SP	Yes	Yes	Yes	Yes	Yes	No	5
RN	Yes	Yes	Yes	Yes	Yes	No	5
RJ	Yes	Yes	Yes	Yes	Yes	No	5

UF^* * UF – State.	COMPLAINT	SUGGESTION	PRAISE	DEMAND	DENOUNCE	LAI	TOTAL
PE	Yes	Yes	Yes	Yes	Yes	Yes	6
RS	Yes	Yes	Yes	Yes	Yes	Yes	6
MG	Yes	Yes	Yes	Yes	Yes	Yes	6
PR	Yes	Yes	Yes	Yes	Yes	Yes	6
DF	Yes	Yes	Yes	Yes	Yes	Yes	6
PB	Yes	Yes	Yes	Yes	Yes	Yes	6
PI	Yes	Yes	Yes	Yes	Yes	Yes	6
ES	Yes	Yes	Yes	Yes	Yes	Yes	6
CE	Yes	Yes	Yes	Yes	Yes	Yes	6
MT	Yes	Yes	Yes	Yes	Yes	Yes	6
PA	Yes	Yes	Yes	Yes	Yes	Yes	6
MA	Yes	Yes	Yes	Yes	Yes	Yes	6
GO	Yes	Yes	Yes	Yes	Yes	Yes	6
RR	Yes	Yes	Yes	Yes	Yes	Yes	6
RO	Yes	Yes	Yes	Yes	Yes	Yes	6
SC	Yes	Yes	Yes	Yes	Yes	Yes	6
AC	Yes	Yes	Yes	Yes	Yes	No	5
AL	Yes	Yes	Yes	Yes	Yes	No	5
AM	Yes	Yes	Yes	Yes	Yes	No	5
AP	Yes	Yes	Yes	Yes	Yes	No	5
BA	Yes	Yes	Yes	Yes	Yes	No	5
TO	Yes	Yes	Yes	Yes	Yes	No	5
MS	Yes	Yes	Yes	Yes	Yes	No	5
SE	Yes	Yes	Yes	Yes	Yes	No	5
SP	Yes	Yes	Yes	Yes	Yes	No	5
RN	Yes	Yes	Yes	Yes	Yes	No	5
RJ	Yes	Yes	Yes	Yes	Yes	No	5

UF^* * UF – State.	COMPLAINT	SUGGESTION	PRAISE	DEMAND	DENOUNCE	LAI	TOTAL
PE	Yes	Yes	Yes	Yes	Yes	Yes	6
RS	Yes	Yes	Yes	Yes	Yes	Yes	6
MG	Yes	Yes	Yes	Yes	Yes	Yes	6
PR	Yes	Yes	Yes	Yes	Yes	Yes	6
DF	Yes	Yes	Yes	Yes	Yes	Yes	6
PB	Yes	Yes	Yes	Yes	Yes	Yes	6
PI	Yes	Yes	Yes	Yes	Yes	Yes	6
ES	Yes	Yes	Yes	Yes	Yes	Yes	6
CE	Yes	Yes	Yes	Yes	Yes	Yes	6
MT	Yes	Yes	Yes	Yes	Yes	Yes	6
PA	Yes	Yes	Yes	Yes	Yes	Yes	6
MA	Yes	Yes	Yes	Yes	Yes	Yes	6
GO	Yes	Yes	Yes	Yes	Yes	Yes	6
RR	Yes	Yes	Yes	Yes	Yes	Yes	6
RO	Yes	Yes	Yes	Yes	Yes	Yes	6
SC	Yes	Yes	Yes	Yes	Yes	Yes	6
AC	Yes	Yes	Yes	Yes	Yes	No	5
AL	Yes	Yes	Yes	Yes	Yes	No	5
AM	Yes	Yes	Yes	Yes	Yes	No	5
AP	Yes	Yes	Yes	Yes	Yes	No	5
BA	Yes	Yes	Yes	Yes	Yes	No	5
TO	Yes	Yes	Yes	Yes	Yes	No	5
MS	Yes	Yes	Yes	Yes	Yes	No	5
SE	Yes	Yes	Yes	Yes	Yes	No	5
SP	Yes	Yes	Yes	Yes	Yes	No	5
RN	Yes	Yes	Yes	Yes	Yes	No	5
RJ	Yes	Yes	Yes	Yes	Yes	No	5