04/03/2016 14h30 - Updated 4/03/2016 14h30

Em reunião na CMM, Unimed se compromete a melhorar o atendimento em Manaus

Vereador Álvaro Campelo recebeu várias denúncias de conveniados indignados com o serviço.
Photo: James Correa
Photo: James Correa

Em reunião realizada na manhã desta sexta-feira (4), na Comissão de Defesa do Consumidor (COMDEC) Mayor of Manaus (CMM), a Cooperativa médica Unimed se comprometeu em melhorar o atendimento aos usuários. Uma das primeiras medidas será a colocação de um funcionário do tipo “Posso Ajudar?” para acompanhar o atendimento dos usuários na Unidade e Pronto-Socorro Adulto no Parque das Laranjeiras.

The meeting, presidida pelo vereador Álvaro Campelo, titular da COMDEC, participaram a diretora-técnica do Hospital Unimed, Maria Glícia Albuquerque, a diretora de Comunicação da cooperativa, Lúcia Carla Gama, e a advogada da empresa, Débora Costa Visinoto, além do usuário Francisco Augusto Dias, consultor em Gestão de Negócios, que relatou a dificuldade e o sofrimento que passou para conseguir o atendimento na Unimed, quando precisou de um tratamento de uma crise de cálculo renal.

O usuário aproveitou e fez uma série de sugestões à empresa, between them, a colocação de um servidor para acompanhar o atendimento da empresa. “É uma questão de humanização do atendimento, de conscientização do profissional, dando importância para o usuário em qualquer situação”, disse ele pedindo melhorias, mainly, no processo de triagem nos prontos-socorros, na liberação de exames e no agendamento de consultas regulares.

Diretora de Comunicação da Empresa, Lúcia Carla Gama explicou que a Unimed Manaus, sob nova direção há um ano e meio, vem se preocupando em melhorar a qualidade no atendimento. “Essa questão já vem sendo trabalhada internamente, tanto que chegou, em procedimento recente, diminuir a quantidade de usuários, por entender que não adiantava atender muita gente e não prestar um serviço de qualidade. So, já vem fazendo, por iniciativa própria, um protocolo de atendimento. Implantou no pronto-socorro e maternidade um sistema de treinamento e capacitação para funcionários e médicos, para sistematizar esse atendimento”, secured.

Segundo Lúcia Carla Gama, a vinda da diretoria da unidade à Comissão de Defesa do Consumidor é um passo importante. “A Unimed possui um canal para que sejam feitas as reclamações. Tem a sua Ouvidoria, que é algo atendido diretamente pela Agência Nacional de Saúde. Esse é um canal que o usuário tem acesso”, said, ao afirmar que ao tomar conhecimento de casos em que o atendimento não foram adequados, se compromete mais ainda em melhorar esse atendimento.

Os casos de atendimento inadequados, de acordo com a diretora, serão levados para dentro da empresa e, certainly, terão uma resposta. “Com certeza ocorrerão mudanças. O usuário fez sugestão para o acompanhamento do usuário no atendimento, o que possivelmente vai ser implantado. Podemos não atingir 100% na melhoria do atendimento, pois trabalhamos com pessoas, mas todos tem que cumprir o seu papel, para atingirmos o máximo de percentual a ser melhorado”, he emphasized.

O vereador Álvaro Campelo saiu otimista da conversa com os diretores da Unimed Manaus. “A presença de um consumidor relatando problemas e seu sofrimento sensibilizou os representantes da empresa, que se comprometeram em tomar as medidas necessárias para um atendimento mais humanizado, mais rápido. É preciso que a Unimed esteja preocupada com a satisfação do usuário”, he said.

Campelo disse que a colocação de uma pessoa no hospital, acompanhando o atendimento, mostra preocupação com o usuário. “Mas vamos acompanhar, esperando que seja dado um atendimento digno aos usuários”, completed.

A Unimed Manaus possui hoje no seu quadro de cooperados 1.064 doctors, que atendem mais de 50 especialidades. Atualmente possui 185 mil usuários e mais de 1.500 colaboradores nas três unidades próprias: maternity, pronto-socorro infantil e hospital e pronto-socorro adulto.

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