User's perception of the health ombudsman service: a descriptive research
Online braz. j. nurs. (Online)
; 11(3)dec 21, 2012. tab
Article
em En, Es, Pt
| LILACS, BDENF
| ID: lil-673958
Biblioteca responsável:
BR1342.1
ABSTRACT
Aim:
To evaluate the users' perception of the health ombudsman service.Method:
This descriptive study in an institution in traumatology and orthopedics in the city of Rio de Janeiro, in 2010. The instrument used was validated using the face validity process.Result:
Of the 155 users interviewed, only 97 said they would knew about the ombudsman service. 60% of them believed that the ombudsman could be used to make complaints, while the perception that it could be used to praise the health service accounted for 42.6% of the opinions.Discussion:
The knowledge of user perception should be valued as part of study of interpersonal relationships in the context of the health service, and as an instrument of social control.Conclusion:
The study highlights the ombudsman as a mechanism for inducing change because it allows the participation of users through the manifestation of their expectations and needs, creating indicators for process improvement.Palavras-chave
Texto completo:
1
Coleções:
01-internacional
Base de dados:
BDENF
/
LILACS
Assunto principal:
Qualidade da Assistência à Saúde
/
Avaliação em Saúde
/
Enfermagem
Aspecto:
Patient_preference
Limite:
Female
/
Humans
/
Male
Idioma:
En
/
Es
/
Pt
Revista:
Online braz. j. nurs. (Online)
Assunto da revista:
ENFERMAGEM
Ano de publicação:
2012
Tipo de documento:
Article