Fifteen years of the National Health Agency (ANS): strategic axis analysis of the institutional articulation and improvement from the experts’ perspective

Resumen

This article analyzes the extent to which the National Health Agency - ANS has achieved the strategic goals established in its creation with a focus on improvement and institutional articulation. The methodology was qualitative built using the Delphi technique, we analyzed and evaluated the perception of 12 experts about relationships with stakeholders, information transparency and regulatory capacity improvement. The results show that the ANS has benefited society with greater operators control, service quality, standardization of minimum coverage and maximum price increases. However, it also revealed that ANS lacks: i) flexibility to analyze and judge complaints and fine health plans, ii) efficiency in processes, iii) balance of stakeholders’ interests and, iv) improved communication with society to achieve a more objective and transparent regulation.