Ouvidoria do SUS em Cruz das Almas-BA: análise deste instrumento de participação e controle social da política pública de saúde

Abstract

Participation and social control is a topic of utmost importance in the design of federal systems of public policies in Brazil, including the Unified Health System (SUS). In addition to the democratic institutions of representative participation, the SUS has advanced in the implementation of instances of direct participation as public ombudsman. The objective of this study was to analyze the operation of the Ombudsman of SUS in Cruz das Almas, Bahia as an instrument of social control and participation in NHS management in the Reconcavo of Bahia. This is a case study of quantitative and qualitative character and, therefore, systematized and analyzed secondary data from records of care ombudsman SUS in Cruz das Almas - Bahia, through management reports extracted from OuvidorSUS information system for the period from January 2013 to June 2014. the analysis seeks to identify the prevalence profile of the demands of SUS, referrals given by the ombudsman and possible level of solvability. In addition, four (04) semi-structured interviews were conducted, two with ombudsmen and two (02) with the managers and directors co-ordination of SUS in Cruz das Almas, who had the highest frequency of demands led to the ombudsman. In the analyzed period of 18 months, 76 cases were tallied, 60 direct to the user mode, predominating calls made personally, the complaint type, priority being given "blank" to these. The main results show that despite the importance of this instrument and intentions for participation and social control, there are still many challenges to overcome in regards to lack of knowledge and degree of disbelief in terms of solvability of demands presented to the service, well as traces of the local political culture.