Evaluating the Quality of Health Care Services in the Hashemite Kingdom of Jordan

Abstract

The purpose of this study is to evaluate the quality of health care services provided in the Hashemite Kingdom of Jordan. An instrument of the quality of health service was developed in order to achieve the purpose of this study. The instrument consisted of (31) items, distributed on five dimensions: tangibles, reliability, responsiveness, assurance and empathy. The indications of validity and reliability were confirmed.The sample of this study consisted of (556) patients admitted in hospitals located in three regions within Jordan, north, center and south. The study was conducted in July 2010 and relied on analytical descriptive approach. Adequate statistical methods were performed in order to answer the study questions and test hypotheses. The results showed that the level of quality health services provided to patients of Jordanian hospital was moderate, and the dimensions of the service quality were also moderate except responsiveness and assurance variables that were high. The responsiveness came at the first rank while the reliability ranked lastly. There were no significant differences in the level of quality health services provided to patients of Jordanian hospital regarding social status variable. Furthermore, the results indicated significant differences in the level of quality health services provided to patients of Jordanian hospitals regarding variables of gender, age and region.

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