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

Online braz. j. nurs. (Online); 11 (3), 2012
Publication year: 2012


To evaluate the users' perception of the health ombudsman service.


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.


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.


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.


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.