The effect of the patient's voice at healthcare quality: An exploratory study of the opinions of a sample of patients in private hospitals in Mosul

The current research aims to measure the role of the voice of the customer (VOC) components and to determine the most influential component in achieving health care quality standar”ds, specifically how the voice of the customer visiting the health organization is reflected in terms of his need for care, listening to his condition, the need for medication, the need for follow-up, and the need To deliver the service, and the need for prevention and awareness, each separately, in their impact on health care quality factors, in terms of reliability, reduced suffering, drug cost, ease of care, and safety, assuming that there is no significant effect of these components on health care quality because the quantity and quality of those components Services are determined by the provider, not the patient. The current research attempts to determine the size of the gap between the divisions of critical factors that represent the customer's voice on the one hand, and health care quality standards on the other hand. And that this gap is based on the basic goal that the patient seeks to achieve from coming to the hospital, as there are critical factors for care, medication, and the health care system, and this differs in its impact in relying on that system, reducing suffering, and reducing the cost of medication obtained by the patient. (Raphael, et.al., 2020, 149-156). A total of 209 questionnaire forms were distributed to health staff working in private hospitals in the city of Mosul and workers within the upper, middle and supervisory administrative levels, and its paragraphs were formulated without interfering in the specialized medical aspect, as the paragraphs were formulated with regard to critical factors for the patient's voice on the one hand and quality standards Health care on the other hand.

Keywords: the customer's voice, care, listening to his sick condition, the need for medication, the need for follow-up, the need for service delivery, the need for both prevention and awareness, critical factor

The current research aims to measure the role of the voice of the customer (VOC) components and to determine the most influential component in achieving health care quality standar”ds, specifically how the voice of the customer visiting the health organization is reflected in terms of his need for care, listening to his condition, the need for medication, the need for follow-up, and the need To deliver the service, and the need for prevention and awareness, each separately, in their impact on health care quality factors, in terms of reliability, reduced suffering, drug cost, ease of care, and safety, assuming that there is no significant effect of these components on health care quality because the quantity and quality of those components Services are determined by the provider, not the patient. The current research attempts to determine the size of the gap between the divisions of critical factors that represent the customer's voice on the one hand, and health care quality standards on the other hand. And that this gap is based on the basic goal that the patient seeks to achieve from coming to the hospital, as there are critical factors for care, medication, and the health care system, and this differs in its impact in relying on that system, reducing suffering, and reducing the cost of medication obtained by the patient. (Raphael, et.al., 2020, 149-156). A total of 209 questionnaire forms were distributed to health staff working in private hospitals in the city of Mosul and workers within the upper, middle and supervisory administrative levels, and its paragraphs were formulated without interfering in the specialized medical aspect, as the paragraphs were formulated with regard to critical factors for the patient's voice on the one hand and quality standards Health care on the other hand.

Anahtar Kelimeler: the customer's voice, care, listening to his sick condition, the need for medication, the need for follow-up, the need for service delivery, the need for both prevention and awareness, critical factor

Adel M. Abdullah Al- Ta'e (2022). The effect of the patient's voice at healthcare quality: An exploratory study of the opinions of a sample of patients in private hospitals in Mosul. Journal of Strategic Research in Social Science, 8 (SE), 1-18.