Ombudsman's experience in Psychosocial Care Centers for alcohol/drugs.

OBJECTIVE: The objective of the study was to analyze criticisms, compliments and suggestions of users, family and workers, placed in an Ombudsman of a Centro de Atenção Psicossocial para Álcool e outras Drogas (Psychosocial Care Centers for Alcohol and Other Drugs- CAPS ad). METHOD: A study carried out in the CAPS ad of Macapá-AP from August to December 2016, through the thematic content analysis of the files deposited in the ombudsman, recently introduced in the service, containing criticisms, compliments and suggestions from users, family members, and CAPS ad. RESULTS: It was observed the dissatisfaction with the infrastructure of the CAPS ad, and with the relationships built between users and professionals, in addition, suggestions were given of workshops, and improvement in the development of the Projeto Terapêutico Singular (freely translated as Unique Therapeutic Project). FINAL CONSIDERATIONS: It is concluded that the multidisciplinary team needs to put in practice the real psychosocial care in the service, and that the management helps in the improvement of the service's place, and in the proposal of qualifications to this team.

Ombudsman's experience in Psychosocial Care Centers for alcohol/drugs / La experiencia de la audiencia en un Centro de Atención Psicosocial alcohol/drogas / A experiência da ouvidoria em um Centro de Atenção Psicossocial álcool/drogas

ABSTRACT Objective: The objective of the study was to analyze criticisms, compliments and suggestions of users, family and workers, placed in an Ombudsman of a Centro de Atenção Psicossocial para Álcool e outras Drogas (Psychosocial Care Centers for Alcohol and Other Drugs- CAPS ad). Method: A study carried out in the CAPS ad of Macapá-AP from August to December 2016, through the thematic content analysis of the files deposited in the ombudsman, recently introduced in the service, containing criticisms, compliments and suggestions from users, family members, and CAPS ad. Results: It was observed the dissatisfaction with the infrastructure of the CAPS ad, and with the relationships built between users and professionals, in addition, suggestions were given of workshops, and improvement in the development of the Projeto Terapêutico Singular (freely translated as Unique Therapeutic Project). Final considerations: It is concluded that the multidisciplinary team needs to put in practice the real psychosocial care in the service, and that the management helps in the improvement of the service's place, and in the proposal of qualifications to this team.

RESUMEN Objetivo: El objetivo del estudio fue analizar las críticas, elogios y sugerencias de los usuarios, familiares y trabajadores colocados en la Audiencia de un Centro de Atención Psicosocial para Alcohol y otras drogas (CAPS ad). Método: Estudio realizado en el CAPS ad de la ciudad Macapá, estado de Amapá desde el agosto hasta el diciembre 2016, a través del análisis temático de contenido de los archivos depositados en la audiencia, recién implantada en el servicio, conteniendo críticas, elogios y sugerencias de usuarios, familiares, y trabajadores del CAPS ad. Resultados: Se observó la insatisfacción con la infraestructura del CAPS ad, y con las relaciones construidas entre usuarios y profesionales. Además, se presentaron sugerencias de talleres, y de mejora en la construcción del proyecto terapéutico singular. Consideraciones finales: Se concluye sobre la necesidad de que el equipo multidisciplinario ponga en práctica la real atención psicosocial en el servicio, y que la gestión auxilie en la mejora del local del servicio, y en la proposición de capacitaciones a ese equipo.

RESUMO Objetivo: O objetivo do estudo foi analisar as críticas, elogios e sugestões dos usuários, familiares e trabalhadores, colocadas na Ouvidoria de um Centro de Atenção Psicossocial para Álcool e outras drogas (CAPS ad). Método: Estudo realizado no CAPS ad de Macapá-AP no período de agosto a dezembro de 2016, por meio da análise temática de conteúdo das fichas depositadas na ouvidoria, recém implantada no serviço, contendo críticas, elogios e sugestões de usuários, familiares, e trabalhadores do CAPS ad. Resultados: Observou-se a insatisfação com a infraestrutura do CAPS ad, e com as relações construídas entre usuários e profissionais, além disso, foram apresentadas sugestões de oficinas, e de melhora na construção do Projeto Terapêutico Singular. Considerações finais: Conclui-se sobre a necessidade de a equipe multidisciplinar colocar em prática a real atenção psicossocial no serviço, e que a gestão auxilie na melhora do local do serviço, e na proposição de capacitações à essa equipe.