Research Paper

Improving the Quality of Health Care in the Public Sector Project

Chapter: Jordan | Year: 2015

Chapter details

About the chapter:

Rasheed is the Jordan Chapter of Transparency International. The Chapter works to strengthen pillars of good governance that are based on integrity, transparency, accountability, and rule of law through advocacy, monitoring, and social awareness.

CPI Score: 49

CPI Rank: 58

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Theory of Change

Policy & Insititutional Change
Better Institutional Processes
Behaviour Change
Anti-Corruption Activism Community Action
Change Type:



The research aimed to demonstrate how transparency in the health sector can improve the efficiency of budget allocations and result in improved overall care.

A survey was conducted the reality of secondary health care services in Ministry of Health hospitals. This involved eight government hospitals in central Jordan, three in the north, and two in the south.

Survey results were made public and shared with hospitals to support improvement.

The capacity of Civil Society Organisations to evaluate health services were developed as part of the project


The project included five phases:

  1. The evaluation of the integrity and quality of secondary health care services and the degree of satisfaction of beneficiaries in hospitals.
  2. Conducting focus groups.
  3. Conducting roundtable discussions.
  4. Building the capacity of Civil Society Organisations to implement patient satisfaction studies.
  5. Building the capacity of Civil Society Organisations in the field of health insurance and comprehensive health coverage.


  1. The number of respondents inside the hospital and in the outpatient clinics was 800, of which there were 505 women.
  2. 270 persons (33.75%) confirmed their feeling of favouritism or moderation in the hospital, and that the doctor / nurse treated others better than they felt treated.
  3. 172 inpatients (43%) were satisfied with the cleanliness of the bathrooms compared to 139 (34.75%) of the outpatient respondents (a total of 38.88%).
  4. When looking for the relationship between the levels of satisfaction among those who expressed feeling wrong behaviour of the staff in the hospital, we found that the satisfaction rate related to the nursing staff was only 55.1%, while it reached 69.39% with the doctors and 59.18% with non-medical staff.
  5. While studying the satisfaction of patients with different physical disabilities, it was found that satisfaction among those with motor disabilities was 69.57%, and among those with hearing impairments was 62.5% and that all those nine with visual disabilities were satisfied with the level of services provided to them. It is noted that the general satisfaction rate of all respondents with disabilities reached 74.5%, which is less than the overall satisfaction rate of all respondents in the study of 80.38%.


  1. Implement an independent financial and administrative system. Further delegating authority to hospital directors to improve the level of provided services, in addition to empowering managers through intensive training.
  2. Addressing the problem of the lack of commitments towards Hospital accreditation by some of the hospital staff, efforts need to be spent to improve the quality of service provided to patients.
  3. Introduce Accreditation learning into school and university curricula to create a generation acquainted with the Accreditation and continuous quality improvement in various sectors.
  4. Motivate accredited institutions/hospitals that improved the quality of services provided to patients, whether material or moral.
  5. Link the Ministry of Health doctors’ incentive system to staff performance (in the form of additional points/merits according to the workplace hardship and the nature of work).