title: Innovation in the role of the Office of the Ombudsman of the Unified Health System (SUS) - reflections and potential benefits.
abstract: This article seeks to reflect on the potential of innovative practices in the design and work of the government bodies that comprise the National System of Offices of the Ombudsman of the Unified Health System. It is divided into two parts, seeking to answer the following question: How to think of and implement innovative practices - which include sustainability - when the people are voicing their urgent demands and these are being heard by the public authorities? These grievances are all the more urgent as they involve the area of Health and can they be promptly discussed, attended and resolved? In the first part, the article discusses the polysemic concept of innovation, focusing on its application in the three spheres of public administration, and highlights the importance of its close correlation with the different notions of information and knowledge in a society such as the one we live in. In the second, it develops a task-force of ideas for the office of the ombudsman and based on this, a draft operational concept of innovation in the role of the office of the ombudsman, considering the context of high speed change and transformations and the complexity inherent to contemporary life and the need for resource management and expertise development in information management.
authors.affiliation: Departamento de Ciências Sociais, Escola Nacional de Saúde Pública, Fiocruz. R. Leopoldo Bulhões 1480, Manguinhos. 21041-210 Rio de Janeiro RJ Brasil. fernando.bessa@ensp.fiocruz.br.
authors.forename: Fernando Manuel Bessa
authors.initials: FM
authors.lastname: Fernandes
authors.affiliation: Departamento de Ciências Sociais, Escola Nacional de Saúde Pública, Fiocruz. R. Leopoldo Bulhões 1480, Manguinhos. 21041-210 Rio de Janeiro RJ Brasil. fernando.bessa@ensp.fiocruz.br.
authors.forename: Marcelo Rasga
authors.initials: MR
authors.lastname: Moreira
authors.affiliation: Departamento de Ciências Sociais, Escola Nacional de Saúde Pública, Fiocruz. R. Leopoldo Bulhões 1480, Manguinhos. 21041-210 Rio de Janeiro RJ Brasil. fernando.bessa@ensp.fiocruz.br.
authors.forename: José Mendes
authors.initials: JM
authors.lastname: Ribeiro
authors.affiliation: Departamento de Ciências Sociais, Escola Nacional de Saúde Pública, Fiocruz. R. Leopoldo Bulhões 1480, Manguinhos. 21041-210 Rio de Janeiro RJ Brasil. fernando.bessa@ensp.fiocruz.br.
authors.forename: Assis Mafort
authors.initials: AM
authors.lastname: Ouverney
authors.affiliation: Departamento de Ciências Sociais, Escola Nacional de Saúde Pública, Fiocruz. R. Leopoldo Bulhões 1480, Manguinhos. 21041-210 Rio de Janeiro RJ Brasil. fernando.bessa@ensp.fiocruz.br.
authors.forename: Flávio José Fonseca de
authors.initials: FJ
authors.lastname: Oliveira
authors.affiliation: Ouvidoria Nacional do SUS, Ministério da Saúde. Brasília DF Brasil.
authors.forename: Maria Francisca Abritta
authors.initials: MF
authors.lastname: Moro
mesh_terms: D001938:Brazil; D003695:Delivery of Health Care; D006801:Humans; D010344:Patient Advocacy; D024382:Professional Role