O papel da ouvidoria do SUS na gestão participativa na melhoria da saúde pública: uma revisão narrativa

Abstract

This article highlights that the SUS Ombudsman's Office plays an important role in monitoring the quality and efficiency of health services, analyzing indicators and identifying patterns in the complaints received. The objective of this study is to understand the responsibilities of the SUS Ombudsman's Office and its contribution to social control and participatory management. This is a narrative review article, with the inclusion criteria: complete articles published between 2013 and 2021, including literature reviews, in the Portuguese language. By analyzing the importance of the SUS Ombudsman's Office in participatory management and improving democratic management, this study sought to present the existing channels for the population to access this service and also how these services are structured in the SUS. The SUS ombudsman offices are distributed in a decentralized manner, enabling citizens to express their needs in relation to initiatives and services directly to the responsible management authority. By promoting the implementation of strategic and participatory management in the system, ombudsman offices become essential agents in the search for continuous improvement in public health.