O trabalho do assistente social nos Gabinetes do Cidadão em Portugal e nas Ouvidorias Públicas de Saúde no Brasil: uma análise comparativa entre Lisboa e Rio de Janeiro
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Data
2022
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Resumo
O objetivo deste estudo é realizar uma análise co
mparativa entre os Gabinetes do Cidadão
(GC) em Portugal e as Ouvidorias Públicas de Saúde (OPS) no Brasi l , relativamente às
expe riências positivas e negativas de ambos os países e promover um diálogo sobre a
prática profissional de assistentes sociais nes tes novos espaços sócioocupacionais. A
amostra integra seis Assistentes S ociais dos Hospitais de Lisboa e Vale do Tejo que
pertencem ao Serviço Nacional de Saúde Portu g uês e cinco Assistentes Sociais das
Ouvidorias Públicas de Saúde da Fundação Saúde do Ri o de Janeiro , avaliados atrav és de
um questionário online composto por 27 questões, divididas em 7 eixos temáticos:
contratação dos assistentes, processo de trabalho dos assistentes sociais, formas e tipos de
atendimento ao cidadão, ferramentas para a resp osta ao cidadão, relatórios de gestão;
formação profissional e grau de satisfação profissional. Como principais resultados,
verificaram se m uitas semelhanças entre o trabalho desenvolvido nos GC e nas OP S . A luta
pela qualidade dos serviços prestados aos c idadãos é matéria comum entre os profissionais
que participaram n este estudo. As dificuldades para dar resposta ao cidadão nos prazos
estipulados, bem como para manter a credibilidade destes espaços junto à população
atendida, além da falta de correção em alguns processos hospitalares, são pautas de
discussão entre os GC, as OPS e a Gestão Hospitalar onde estes atuam. As principais
diferenças centram se na nomenclatura do espaço; na utilização para acolhimento de
manifestações do livro amarelo/de reclamaçõe s em Portugal e nas urnas no Brasil; no índice
de resolubilidade (maior em Portugal); nas formações para trabalhadores (mais regulares no
Brasil) e nas diferentes formas de contratação Conclui se que a análise comparativa mostra
mais pontos em comum do qu e pontos de divergência entre os GC e as O P S e que as
experiências nos dois países, embora processadas de maneiras distintas muito podem
enriquecer o diálogo e a proximidade dos profissionais que trabalham nestes espaços em
ambos os países estudad os.
Pala
vras Chaves Assistente Social; Gabinete do Cidadão; Ouvidoria Pública; Saúde.
The objective of this study is to carry out a comparative analysis between the Citizen's Offices (GC) in Portugal and the Public Health Ombudsmen (OPS) in Brazil, regarding the positive and negative experiences of both countries and to promote a dialogue on the professional practice of social workers in these new socio occupational spaces. The sample includes six Social Workers from the Lisbon and Vale do Tejo Hospi tals that belong to the Portuguese National Health Service and five Social Workers from the Public Health Ombudsman's Offices of the Health Foudation of Rio de Janeiro, evaluated through an online questionnaire consisting of 27 questions, divided into 7 th ematic axes: hiring of assistants, work process of social workers, forms and types of assistance to citizens, tools for responding to citizens, management reports; professional training and degree of professional satisfaction. As main results, there were many similarities between the work developed in the GC and in the OPS. The fight for the quality of services provided to citizens is a common subject among the professionals who participated in this study. The difficulties in responding to the citizen with in the stipulated deadlines, as well as in maintaining the credibility of these spaces with the population served, in addition to the lack of correction in some hospital processes, are topics of discussion between the GC, the OPS and the Hospital Managemen t where these act. The main differences center on the nomenclature of space; in the use of the yellow book/complaints book to receive manifestations in Portugal and in the polls in Brazil; in the resolvability index (highest in Portugal); in training for w orkers (more steady in Brazil) and in the different forms of hiring. It is concluded that the comparative analysis shows more points in common than points of divergence between the GC and the OPS and that the experiences in the two countries, although proc essed in different ways, can greatly enrich the dialogue and proximity of professionals who work in these spaces in both countries studied. Keywords: Social Worker; Citizen's Office; Public Ombudsman; Health.
The objective of this study is to carry out a comparative analysis between the Citizen's Offices (GC) in Portugal and the Public Health Ombudsmen (OPS) in Brazil, regarding the positive and negative experiences of both countries and to promote a dialogue on the professional practice of social workers in these new socio occupational spaces. The sample includes six Social Workers from the Lisbon and Vale do Tejo Hospi tals that belong to the Portuguese National Health Service and five Social Workers from the Public Health Ombudsman's Offices of the Health Foudation of Rio de Janeiro, evaluated through an online questionnaire consisting of 27 questions, divided into 7 th ematic axes: hiring of assistants, work process of social workers, forms and types of assistance to citizens, tools for responding to citizens, management reports; professional training and degree of professional satisfaction. As main results, there were many similarities between the work developed in the GC and in the OPS. The fight for the quality of services provided to citizens is a common subject among the professionals who participated in this study. The difficulties in responding to the citizen with in the stipulated deadlines, as well as in maintaining the credibility of these spaces with the population served, in addition to the lack of correction in some hospital processes, are topics of discussion between the GC, the OPS and the Hospital Managemen t where these act. The main differences center on the nomenclature of space; in the use of the yellow book/complaints book to receive manifestations in Portugal and in the polls in Brazil; in the resolvability index (highest in Portugal); in training for w orkers (more steady in Brazil) and in the different forms of hiring. It is concluded that the comparative analysis shows more points in common than points of divergence between the GC and the OPS and that the experiences in the two countries, although proc essed in different ways, can greatly enrich the dialogue and proximity of professionals who work in these spaces in both countries studied. Keywords: Social Worker; Citizen's Office; Public Ombudsman; Health.
Descrição
Orientação: Fátima Gameiro
Palavras-chave
MESTRADO EM SERVIÇO SOCIAL E POLÍTICA SOCIAL, GABINETE DO CIDADÃO, OUVIDORIA PÚBLICA, SERVIÇO SOCIAL, ASSISTENTES SOCIAIS, SAÚDE, SOCIAL WORK, SOCIAL WORKERS, HEALTH, PORTUGAL, BRASIL, BRAZIL, LISBOA, LISBON, RIO DE JANEIRO