User's perception of the health ombudsman service: a descriptive research

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.