Research Paper

Improving the Quality of Health Care in the Public Sector

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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National Partners:
Ministry of Health

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.

TI Jordan conducted a survey with eight government hospitals in central Jordan, three in the north, and two in the south, to assess the efficiency and effectiveness of secondary health care services. Survey results were made public and shared with hospitals.


This research project included five phases:

  1. Evaluating the integrity and quality of secondary health care services and the degree of satisfaction of beneficiaries in hospitals.
  2. Conducting focus groups.
  3. Conducting round-table 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 505 were women.
  2. 270 persons (33.75%) felt that the doctors/ nurses treated others better than they felt treated.
  3. When looking at the levels of satisfaction among those who expressed being treated wrongly by hospital staff, it was found that the satisfaction rate related to the nursing staff was only 55.1%, while it reached 69.39% with doctors and 59.18% with non-medical staff.
  4. While studying the satisfaction of patients with different physical disabilities, it was found that satisfaction among those with motor disabilities was 69.57%, 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 (80.38%).


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