Beyond walls: Experience report in hospital ombudsman at Hospital das Clínicas/UNICAMP
The hospital ombudsmans were implemented as a way hospitals could listen to the "sayings" about their service quality. This work aims to present the experience report from a group of professionals from UNICAMP's Hospital das Clínicas Ombudsman. Experiences in this Ombudsman are report...
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| Format: | Online |
| Language: | Portuguese |
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Universidade Estadual de Campinas (UNICAMP)
2016
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| Online Access: | https://econtents.sbu.unicamp.br/eventos/index.php/simtec/article/view/9787 |
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| author | Chinellato, Érica Maria Cazetta Avelino, Andressa Karoline de Souza Danelon, Thais |
| author_facet | Chinellato, Érica Maria Cazetta Avelino, Andressa Karoline de Souza Danelon, Thais |
| author_sort | Chinellato, Érica Maria Cazetta |
| collection | Portal de Eventos Científicos da UNICAMP |
| container_reference | Resumo dos trabalhos do SIMTEC Simpósio dos Profissionais da UNICAMP; v. 6 (2016): Temática: UNICAMP 50 ANOS - Memórias, Experiências e Trajetórias profissionais; 187-187 |
| description | The hospital ombudsmans were implemented as a way hospitals could listen to the "sayings" about their service quality. This work aims to present the experience report from a group of professionals from UNICAMP's Hospital das Clínicas Ombudsman. Experiences in this Ombudsman are reported by four acting professionals with purpose and philosophy to integrate and extend service, based on the humanization and integrated care principle. Created in 2004 by Hospital das Clínicas Superintendence to meet the need of listening to the user, mediate situations and propose actions to management. The experiences and perceptions became therapeutic instruments from demand receptions, drawing a network of relationships appreciating the skilled and humanized listening, leading to relationship improvement, clarifying information, guidance, ensuring the integrality/equity/universality envisioned by the Single Health System. In 2015, 1,736 demands were generated, distributed in the modalities complaint, request, suggestion, information/guidance and compliment. On the team perception by four acting professionals, the reception space, skilled and humanized listening have reduced the distance between professional and user. Therefore, Ombudsman notably has been a space where the user exposes beyond their need, their distresses and worries. It is also perceived that it is about a moment in which the interaction between professionals and users promote the possibility to outline a profile on the audience served by Ombudsman, making the way easier to offer a better service. |
| first_indexed | 2025-10-08T14:05:08Z |
| format | Online |
| id | ojs-article-9787 |
| institution | Universidade Estadual de Campinas |
| issn | 2525-5398 |
| language | por |
| last_indexed | 2026-09-21T21:01:55Z |
| publishDate | 2016 |
| publisher | Universidade Estadual de Campinas (UNICAMP) |
| record_format | ojs |
| spelling | ojs-article-97872026-09-21T13:51:15Z Beyond walls: Experience report in hospital ombudsman at Hospital das Clínicas/UNICAMP Extra-muros: relato de experiência em ouvidoria hospitalar do hospital de clinicas/UNICAMP. Chinellato, Érica Maria Cazetta Avelino, Andressa Karoline de Souza Danelon, Thais Ouvidoria. Vivência. Saúde pública. Humanização. The hospital ombudsmans were implemented as a way hospitals could listen to the "sayings" about their service quality. This work aims to present the experience report from a group of professionals from UNICAMP's Hospital das Clínicas Ombudsman. Experiences in this Ombudsman are reported by four acting professionals with purpose and philosophy to integrate and extend service, based on the humanization and integrated care principle. Created in 2004 by Hospital das Clínicas Superintendence to meet the need of listening to the user, mediate situations and propose actions to management. The experiences and perceptions became therapeutic instruments from demand receptions, drawing a network of relationships appreciating the skilled and humanized listening, leading to relationship improvement, clarifying information, guidance, ensuring the integrality/equity/universality envisioned by the Single Health System. In 2015, 1,736 demands were generated, distributed in the modalities complaint, request, suggestion, information/guidance and compliment. On the team perception by four acting professionals, the reception space, skilled and humanized listening have reduced the distance between professional and user. Therefore, Ombudsman notably has been a space where the user exposes beyond their need, their distresses and worries. It is also perceived that it is about a moment in which the interaction between professionals and users promote the possibility to outline a profile on the audience served by Ombudsman, making the way easier to offer a better service. As Ouvidorias hospitalares foram implantadas como uma das formas pelas quais os hospitais podiam escutar os “dizeres” sobre a qualidade de seu atendimento. O presente trabalho visa apresentar o relato de experiência do um grupo de profissionais da Ouvidoria do Hospital de Clinicas da UNICAMP. Serão relatadas vivências nesta Ouvidoria por quatro profissionais atuantes com objetivo e filosofia de integrar e ampliar o atendimento baseados no princípio da humanização e cuidado integrado. Criada em 2004 pela Superintendência do Hospital de Clinicas para atender a necessidade de ouvir o usuário, mediar situações e propor ações junto a gestão. As experiências e vivências se tornaram instrumentos terapêuticos a partir do acolhimento das demandas, tecendo uma rede de relacionamentos que valorizam a escuta qualificada e humanizada levando a melhoria das relações, clarificando a informação, a orientação, garantindo a integralidade/ equidade/ universalidade preconizadas pelo Sistema Único de Saúde. Em 2015 foram geradas 1736 demandas distribuídas na modalidades queixa, solicitação, sugestão, informação/orientação e elogio. Na percepção da equipe das quatro profissionais atuantes o espaço do acolhimento, escuta qualificada e humanizada têm reduzido o distanciamento entre o profissional e o usuário. Sendo assim a Ouvidoria notadamente tem sido um espaço onde o usuário expõe além de sua necessidade, suas angústias e preocupações. Percebe-se ainda tratar-se de um momento em que a interação entre profissionais e usuários promovem a possibilidade de traçar um perfil do público atendido pela Ouvidoria, facilitando o caminho para a oferta do melhor atendimento. Universidade Estadual de Campinas (UNICAMP) 2016-10-27 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Análise lógica Analytical Research application/pdf https://econtents.sbu.unicamp.br/eventos/index.php/simtec/article/view/9787 10.20396/simtec.v6.2016.9787 Resumo dos trabalhos do SIMTEC Simpósio dos Profissionais da UNICAMP; v. 6 (2016): Temática: UNICAMP 50 ANOS - Memórias, Experiências e Trajetórias profissionais; 187-187 2525-5398 por https://econtents.sbu.unicamp.br/eventos/index.php/simtec/article/view/9787/12663 Copyright (c) 2016 Érica Maria Cazetta Chinellato, Andressa Karoline de Souza Avelino, Thais Danelon https://creativecommons.org/licenses/by/4.0 |
| spellingShingle | Chinellato, Érica Maria Cazetta Avelino, Andressa Karoline de Souza Danelon, Thais Ouvidoria. Vivência. Saúde pública. Humanização. Beyond walls: Experience report in hospital ombudsman at Hospital das Clínicas/UNICAMP |
| title | Beyond walls: Experience report in hospital ombudsman at Hospital das Clínicas/UNICAMP |
| title_full | Beyond walls: Experience report in hospital ombudsman at Hospital das Clínicas/UNICAMP |
| title_fullStr | Beyond walls: Experience report in hospital ombudsman at Hospital das Clínicas/UNICAMP |
| title_full_unstemmed | Beyond walls: Experience report in hospital ombudsman at Hospital das Clínicas/UNICAMP |
| title_short | Beyond walls: Experience report in hospital ombudsman at Hospital das Clínicas/UNICAMP |
| title_sort | beyond walls: experience report in hospital ombudsman at hospital das clínicas/unicamp |
| topic | Ouvidoria. Vivência. Saúde pública. Humanização. |
| url | https://econtents.sbu.unicamp.br/eventos/index.php/simtec/article/view/9787 |
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