User Service/Ombudsman of PSRM has 98.11% user satisfaction
Communication channel celebrates one year of operation with a highlight on the excellent approval rating from the assisted public
The User Service (SAU)/Ombudsman of the Dr. Roberto Macedo Emergency Room (PSRM), in Belém, celebrates this September, one year of operation with a 98.11% approval rating from hospital users, recorded in August. The communication channels evaluate the quality of services provided, analyze the feedback, and the satisfaction index, promoting closeness between users and the institution.
According to Bruna Costa, leader of the SAU/Ombudsman, the hospital seeks to address the demands received and measures the level of satisfaction through the opinions of those who use the services. “The User Service/Ombudsman plays a fundamental role in promoting transparency, qualified listening, and mediation between the institution and the population assisted in the hospital. These channels strengthen the bond of trust, allow the identification of real needs, and contribute to the continuous improvement of the services provided,” highlights the hospital management technology specialist.
Users of PSRM services can express themselves through satisfaction surveys conducted at the bedside by the SAU/Ombudsman team or by going in person to the room where the sectors operate. Additionally, the hospital provides boxes and QR codes that give access to satisfaction surveys in the care areas.
Forwarding of demands
User feedback is forwarded for appropriate handling via the internal system, and responses are provided to users by phone, email, or at the bedside if the patient is still hospitalized.
Lorena Lima Martins, a resident of the Tapanã neighborhood, accompanies her grandmother, who is hospitalized. Lorena says that the User Service/Ombudsman of the state PS functions as the voice of patients and their representatives to the management and area managers.
“In addition to listening to us and taking our demands to management, the team in the sectors also welcomes us with the utmost patience, providing humanized care aimed at resolving our demands in the best possible way,” points out the companion.
Every day, the User Service/Ombudsman of PSRM has recorded praises and testimonials of satisfaction from users assisted by the unit's professionals. Through the project "Ranking of Praised of the Month," these praises are passed on to the collaborators as a way to recognize the efforts of professionals and stimulate the continuous improvement of services.
Points for improvement
The active participation of users, suggestions from patients and companions are forwarded to the PSRM management. One of these suggestions for improving the service in the Pediatric Emergency Room was accepted when a family member requested that the hospital provide toys for children's distraction in the waiting room. Currently, the sector already has this small space for children to play while waiting to be called by the doctor.
Gustavo Ramos, from the São Brás neighborhood, has been hospitalized in the hospital for two months. He highlights the importance of the SAU/Ombudsman as intermediaries between patients and management. "Here at the State Emergency Room, it is simple and practical to access the user service channels. I do this via WhatsApp and have always had my requests met. We feel welcomed because the Ombudsman staff is very attentive and quick, and they seek to bring the patient closer to the hospital administration. Honestly, I wish this model adopted here would be copied by other hospitals because the PSRM Ombudsman is a 10,” acknowledges the patient.
“We monitor and follow up on the needs for improvement based on the satisfaction indices of our users, and we are very happy with the results of the surveys, which show that we are improving, offering efficient, resolutive, and humanized health assistance that makes all the difference for those who need the urgent and emergency care we provide,” concludes the general director of PSRM, Carlos Vinícius Ribeiro Quadros.
Service to the population - The population can register suggestions, praises, and complaints directly at the unit's Ombudsman or through the state health channel. The Dr. Roberto Macedo State Emergency Room is located on Avenida Augusto Montenegro, Parque Guajará neighborhood, in Belém, and operates on a 24-hour emergency basis, providing urgent and emergency care.
Managed by the Acqua Institute, in partnership with the State Department of Public Health (Sespa), the hospital is one of the pillars of the restructuring of public health promoted by the Government of Pará. Only this year, from January to today, September 15, the state PS has performed 762,449 general attendances, with a highlight of 81,105 attendances classified as urgent and emergency, 4,973 hospitalizations, and 3,414 surgeries.
