Comunicação em ouvidoria: um modelo de prática organizacional para os hospitais universitários federais

Abstract

This article is the result of a research that sought to understand the communicative practices of the Ebserh Ombudsman Network, from the perspective of the triad manifestation of Ombudsman, satisfaction survey and access to information, in the perspective that they can be analyzed in the context of organizational communication. From an understanding of the social network as the construction of relational bonds between individuals and a qualitative methodology, a bibliographic research was used; documentary research on current legislation; participant observation; quiz; and interview. It was concluded that communication in the ombudsman's offices can be guided and standardized, and a Communication Model in the Ombudsman's Office is produced, with two actions: a training proposal and a guide with general guidelines for communicative practices in the Ombudsman's Office.