Abstract
This study aims to highlight improvements in the quality indicators of ophthalmology services provided by the Hospital do Servidor Público Estadual de São Paulo, resulting from a significant change in the organization of the cataract surgery queue. The transition from an obsolete and inflexible system, represented by an outdated spreadsheet, to a dynamic virtual queue system had a positive impact on the operationalization of services. This research analyzes the reduction in both absolute and proportional complaints received through ombudsman channels, specifically related to cataracts, and the reduction in waiting time for surgery, emphasizing that most surgeries are now performed within the timeframe established by medical literature. Furthermore, it investigates the impact of ombudsman services on the evaluation of service quality, relying on relevant scientific evidence.
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