Institutional Accreditation of SUS Ombudspersons: An analysis of the initial external evaluation experiences

Abstract

Based on the Qualification course of External Evaluators for the Accreditation  process in the Unified Health System (SUS),  held in 2018, this paper aims to discuss the  challenges to the training process of these  evaluators from a perspective of  participatory evaluation to contribute to the improvement of external evaluation and  self-evaluation devices. To this end, 33  documents produced with the practice of  these devices were analyzed within the  project. In external evaluation, the main  challenge is to ‘look at the other’. This  specific type of perspective requires the  External Evaluation Team’s mastery over  the previous knowledge, skills, and attitudes necessary for the work to capture  knowledge, intentions, and relationships  expressed in the statements of the subjects. In self-evaluation, the main challenge is  looking at oneself’. Taking oneself as an  object of knowledge and field of  transformation requires specific ways of  doing to gain quality in work processes.  Building a culture of evaluation in which the information produced supports decision- making is a challenge for the  ombudspersons, which can be overcome  with the Quality Benchmark of the  Ombudsperson Services of the SUS.