Ouvidoria como ferramenta para fortalecer a participação social do sistema único de saúde: revisão integrativa da literatura

Abstract

Objective: This article aims to analyze, in the light of the literature, the importance of the ombudsman and its contributions to the management of health services, the potentialities and challenges for the control of the promotion and guarantee of the rights of public services and to describe the performance of the ombudsman management and work process. Method: This is a study with a qualitative approach, with data collected from secondary sources, through an integrative review. The data were analyzed using Bardin's content analysis. Results: 20 articles that met previously established criteria were analyzed. The selected articles are described according to origin, title, authors, journal, language and theme, it was possible to separate the study into three categories: a) the ombudsman as a management tool for health services; b) the ombudsman as a space for social participation, and c) the work process of the (SUS) ombudsman. Final considerations: It was observed as potential, the contribution to the quality of the Unified Health System (SUS), for the management of health services and as a channel for intermediation of citizens' demands. The ombudsman described in this study presents itself as a mechanism for user participation and a strong instrument for the management of health services. It emphasizes the effectiveness of the Active Ombudsman for the SUS, as it relates more closely to the community. The challenges, the dissemination of the service to citizens and its main functions, the interaction between managers and the demands signaled by the ombudsman and the qualification of the ombudsman and their work processes.