Development of a dashboard with strategic indicators for the management of the ombudsman service at emergency care units in the city of Fortaleza

Abstract

This article presents the results of a study conducted between 2022 and 2023 in the Emergency Care Units (UPAs) managed by the Institute of Health and Hospital Management (ISGH) in the city of Fortaleza. The objective was to describe the development of a dashboard with strategic indicators for ombudsman management. A total of 10 managers and 7 ombudsmen were interviewed, and an extensive literature review was conducted. The research resulted in the creation of a customized dashboard capable of providing relevant information for decision-making. Combined with efficient management practices, it enables a more precise and strategic analysis of user demands, ensuring the continuous improvement of healthcare services. The study contributes to enhancing ombudsman management as a space where public healthcare service users can engage in the management of public facilities, promoting health citizenship and strengthening decision-making processes and trust between users and UPA managers.