{"id":116012,"date":"2023-03-15T15:07:12","date_gmt":"2023-03-15T18:07:12","guid":{"rendered":"http:\/\/ww16.ce.gov.br\/saude\/?p=116012"},"modified":"2023-03-15T15:18:33","modified_gmt":"2023-03-15T18:18:33","slug":"dia-do-ouvidor-profissao-e-fundamental-para-a-qualificacao-dos-servicos-a-populacao","status":"publish","type":"post","link":"https:\/\/ww16.ce.gov.br\/saude\/2023\/03\/15\/dia-do-ouvidor-profissao-e-fundamental-para-a-qualificacao-dos-servicos-a-populacao\/","title":{"rendered":"Dia do Ouvidor: profiss\u00e3o \u00e9 fundamental para a qualifica\u00e7\u00e3o dos servi\u00e7os \u00e0 popula\u00e7\u00e3o"},"content":{"rendered":"<p style=\"text-align: center\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-116017 size-full\" src=\"https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/ouvidoria1.png\" alt=\"\" width=\"775\" height=\"485\" srcset=\"https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/ouvidoria1.png 775w, https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/ouvidoria1-600x375.png 600w, https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/ouvidoria1-768x481.png 768w\" sizes=\"auto, (max-width: 775px) 100vw, 775px\" \/><br \/>\n<em>M\u00e1rcia Monteiro \u00e9 ouvidora-geral da Rede Sesa desde 2019\u00a0<\/em><\/p>\n<p>Nesta quinta-feira (16), \u00e9 celebrado o <strong>Dia Nacional do Ouvidor<\/strong>, profiss\u00e3o presente nas organiza\u00e7\u00f5es p\u00fablicas e privadas com a finalidade de receber informa\u00e7\u00f5es, sugest\u00f5es, cr\u00edticas, den\u00fancias e elogios de seus usu\u00e1rios. Na Secretaria da Sa\u00fade do Cear\u00e1 (Sesa), h\u00e1 uma rede de Ouvidorias com<strong> 77 profissionais<\/strong> espalhados nas unidades, vinculadas e Coordenadorias de \u00c1reas Descentralizadas de Sa\u00fade (ADSs) que executam a fun\u00e7\u00e3o de contribuir para o aprimoramento da assist\u00eancia em todo o Estado.<\/p>\n<p>\u00c0 frente dessa equipe est\u00e1 M\u00e1rcia Monteiro, ouvidora-geral da Rede Sesa desde 2019. Ge\u00f3grafa por forma\u00e7\u00e3o, ela aceitou o desafio de <strong>fortalecer o atendimento<\/strong> aos cidad\u00e3os e cidad\u00e3s cearenses, e uniu duas grandes paix\u00f5es: o contato com a popula\u00e7\u00e3o e o acolhimento com uma <strong>escuta qualificada<\/strong>.<\/p>\n<p>De acordo com Monteiro, o setor \u00e9 um<strong> elo entre a gest\u00e3o e o povo<\/strong>, sendo uma forma de garantia de direitos. Essa perspectiva, quando colocada \u00e0 vista da sa\u00fade, torna-se ainda mais valiosa. \u201cH\u00e1 uma peculiaridade em trabalhar com esse servi\u00e7o, afinal, quando falamos de assist\u00eancia, estamos falando, tamb\u00e9m, de uma demanda que \u00e9 <strong>transversal \u00e0 vida<\/strong>\u201d, pontua.<\/p>\n<p>Em 2022, a Ouvidoria da Sesa recebeu quase <strong>27 mil manifesta\u00e7\u00f5es<\/strong>. Dessas, 10.448 representam elogios e sugest\u00f5es em rela\u00e7\u00e3o \u00e0s equipes, ao atendimento e \u00e0 solu\u00e7\u00e3o de demandas, e demonstram um aumento de 22% se comparado ao ano anterior. Quanto \u00e0s reclama\u00e7\u00f5es, o setor registrou uma queda de 7%, de 2021 para 2022.<\/p>\n<ul class=\"ListaEst\">\n<li><a href=\"https:\/\/ww16.ce.gov.br\/saude\/download\/relatorios\/\" rel=\"noopener noreferrer\">Dados de atendimento das Ouvidorias da Rede Sesa<\/a><\/li>\n<\/ul>\n<p>\u201cPercebemos uma redu\u00e7\u00e3o desse n\u00famero e, consequentemente, um aumento em rela\u00e7\u00e3o ao que \u00e9 positivo. Ambos s\u00e3o importantes porque demonstram a <strong>efetiva\u00e7\u00e3o do acesso<\/strong> \u00e0 Ouvidoria e o acolhimento da procura. Logo, podemos refletir no que pode ser aprimorado\u201d, ressalta Monteiro.<\/p>\n<h4><strong>Di\u00e1logo qualificado<\/strong><\/h4>\n<p style=\"text-align: center\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-116016 size-full\" src=\"https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/Jamile-Castro-Ouvidora-Hias.png\" alt=\"\" width=\"775\" height=\"485\" srcset=\"https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/Jamile-Castro-Ouvidora-Hias.png 775w, https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/Jamile-Castro-Ouvidora-Hias-600x375.png 600w, https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/Jamile-Castro-Ouvidora-Hias-768x481.png 768w\" sizes=\"auto, (max-width: 775px) 100vw, 775px\" \/><br \/>\n<em>\u201cNossos diversos p\u00fablicos precisam ser acolhidos e compreendidos em sua integralidade, considerando seus respectivos contextos sociais&#8221;, afirma a ouvidora do Hias, Jamile Castro<\/em><\/p>\n<p>Ouvir, interpretar, ponderar, conciliar e <strong>encaminhar solu\u00e7\u00f5es<\/strong> destacam-se dentre as atribui\u00e7\u00f5es cotidianas de Jamile Castro, ouvidora do <strong>Hospital Infantil Albert Sabin (Hias)<\/strong>, unidade da Rede Sesa. Atuante no cargo desde 2020, a profissional \u00e9 formada em Servi\u00e7o Social e busca exercer a <strong>escuta ativa<\/strong> e o di\u00e1logo qualificado, contribuindo para a consolida\u00e7\u00e3o de uma assist\u00eancia cada vez mais <strong>eficiente, segura e humanizada<\/strong>.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-116015 alignleft\" style=\"font-family: OpenSans-Light, Helvetica, Arial, sans-serif;font-size: 14px;letter-spacing: 0.02px\" src=\"https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/E918FCA4-22C6-4303-A3FD-BEDFEDFDD1FC.png\" alt=\"\" width=\"324\" height=\"323\" \/><\/p>\n<p>\u201cNossos diversos p\u00fablicos precisam ser <strong>acolhidos e compreendidos<\/strong> em sua integralidade, considerando seus respectivos contextos sociais. A gest\u00e3o da informa\u00e7\u00e3o, a produ\u00e7\u00e3o de conhecimento e o contato constante com setores intra e extra-hospitalares configuram algumas das nossas principais miss\u00f5es\u201d, afirma.<\/p>\n<h4><strong>Subs\u00eddios para a tomada de decis\u00f5es<\/strong><\/h4>\n<p>H\u00e1 cinco anos na fun\u00e7\u00e3o, Aline Maura (\u00e0 esquerda), ouvidora do <strong>Hospital Regional do Sert\u00e3o Central (HRSC)<\/strong>, unidade da Sesa gerida pelo Instituto de Sa\u00fade e Gest\u00e3o Hospitalar (ISGH), viu chegar<strong> mais elogios<\/strong> ao hospital do que cr\u00edticas e reclama\u00e7\u00f5es.<\/p>\n<p>Conforme o <a href=\"https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2018\/06\/RELATORIO-2022-FINAL-ASSINADO.pdf\">relat\u00f3rio consolidado de 2022<\/a>, os t\u00e9cnicos de Enfermagem costumam ser os mais lembrados, inclusive nominalmente, nos registros dos usu\u00e1rios. Todas as demandas foram respondidas e <strong>mais de 99,56%<\/strong> delas, dentro do prazo estipulado. A profissional explica que as impress\u00f5es registradas pelos usu\u00e1rios chegam at\u00e9 a Dire\u00e7\u00e3o e ajudam na<strong> cria\u00e7\u00e3o de propostas<\/strong> que aperfei\u00e7oam os servi\u00e7os do hospital.<\/p>\n<p>&#8220;Desde a implanta\u00e7\u00e3o do setor, em agosto de 2018, acompanhamos tudo o que recebemos, sistematizando as informa\u00e7\u00f5es e consolidando os dados que, por meio dos <strong>relat\u00f3rios semestrais e anuais<\/strong>, t\u00eam subsidiado a tomada de decis\u00f5es da gest\u00e3o\u201d, explica Aline Maura.<\/p>\n<h4><strong>Empatia e imparcialidade<\/strong><\/h4>\n<p style=\"text-align: center\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-116014 size-full\" src=\"https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/20230310_163442.png\" alt=\"\" width=\"775\" height=\"566\" srcset=\"https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/20230310_163442.png 775w, https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/20230310_163442-600x438.png 600w, https:\/\/ww16.ce.gov.br\/saude\/wp-content\/uploads\/sites\/64\/2023\/03\/20230310_163442-768x561.png 768w\" sizes=\"auto, (max-width: 775px) 100vw, 775px\" \/><br \/>\n<em>A ouvidora Lionete Moraes ressalta que sua fun\u00e7\u00e3o \u00e9 ser uma intermediadora com os setores do HRN<\/em><\/p>\n<p>Em Sobral, no <strong>Hospital Regional Norte (HRN)<\/strong>, a ouvidora Lionete Moraes ressalta que sua fun\u00e7\u00e3o \u00e9 ser uma<strong> intermediadora com os setores<\/strong> da unidade. Ela atende os pacientes e familiares que v\u00e3o fazer elogios, reclama\u00e7\u00f5es ou solicita\u00e7\u00f5es. \u201cTer uma escuta de qualidade \u00e9 fundamental para que ele se sinta<strong> realmente ouvido<\/strong>\u201d, afirma. Moraes ainda acrescenta que o maior desafio da Ouvidoria \u00e9<strong> acolher com empatia<\/strong>, mas atender \u00e0 demanda com imparcialidade.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00e1rcia Monteiro \u00e9 ouvidora-geral da Rede Sesa desde 2019\u00a0 Nesta quinta-feira (16), \u00e9 celebrado o Dia Nacional do Ouvidor, profiss\u00e3o presente nas organiza\u00e7\u00f5es p\u00fablicas e privadas com a finalidade de receber informa\u00e7\u00f5es, sugest\u00f5es, cr\u00edticas, den\u00fancias e elogios de seus usu\u00e1rios. Na Secretaria da Sa\u00fade do Cear\u00e1 (Sesa), h\u00e1 uma rede de Ouvidorias com 77 profissionais [&hellip;]<\/p>\n","protected":false},"author":628,"featured_media":116017,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[2466],"tags":[336,133,3141,689,710,702,3574,1156,2565,135],"class_list":["post-116012","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-institucional","tag-acolhimento","tag-ceara","tag-dia-nacional-do-ouvidor","tag-hias","tag-hrn","tag-hrsc","tag-nivel-central","tag-ouvidoria","tag-rede-sesa","tag-saude"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Dia do Ouvidor: profiss\u00e3o \u00e9 fundamental para a qualifica\u00e7\u00e3o dos servi\u00e7os \u00e0 popula\u00e7\u00e3o - Secretaria da Sa\u00fade do Cear\u00e1<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ww16.ce.gov.br\/saude\/2023\/03\/15\/dia-do-ouvidor-profissao-e-fundamental-para-a-qualificacao-dos-servicos-a-populacao\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Dia do Ouvidor: profiss\u00e3o \u00e9 fundamental para a qualifica\u00e7\u00e3o dos servi\u00e7os \u00e0 popula\u00e7\u00e3o - Secretaria da Sa\u00fade do Cear\u00e1\" \/>\n<meta property=\"og:description\" content=\"M\u00e1rcia Monteiro \u00e9 ouvidora-geral da Rede Sesa desde 2019\u00a0 Nesta quinta-feira (16), \u00e9 celebrado o Dia Nacional do Ouvidor, profiss\u00e3o presente nas organiza\u00e7\u00f5es p\u00fablicas e privadas com a finalidade de receber informa\u00e7\u00f5es, sugest\u00f5es, cr\u00edticas, den\u00fancias e elogios de seus usu\u00e1rios. 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