Resumo

PEREIRA, Mara Dias. Atendimento ao Cidadão-Trabalhador em uma Instituição de Ciência e Tecnologia em Saúde: o desafio da gestão do trabalho de Ouvidoria InternaCitizen-Worker Care at an Institution of Science and Technology in Health: the challenge of managing the work of the Internal Ombudsman. IGT rede [online]. 2013, vol.10, n.18, pp.37-80. ISSN 1807-2526.

The present study examines the point of view of management of labor, the demands of the professionals in a Institution for Science, Technology and Innovation in Health (ST&I/H), that arrive at their different structural instances, and proposes a management model with key strategies for creating an Internal Ombudsman format that complements the democratic and participatory management assumed, and will consolidate in its role as facilitator of coordination and integration between the structural instances, aimed to improve the well-being in the workplace and the levels of satisfaction of the citizen-worker in an institution of ST&I/H. It being understood that this channel is not only a qualification model management adopted, but mainly is inductor and harmonist innovations in the dynamic context of the development of science and technological health and, consequently, contribute to the National System of ST&I/H.

Palavras-chave : Ombudsman (Internal and External); Work Management; democracy and participatory process; organizational configuration; innovation.

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