Beyond walls: Experience report in hospital ombudsman at Hospital das Clínicas/UNICAMP

Abstract

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.