This document can be used by Jordanian hospitals to ensure that the principles of patient
centered and customer care are utilized to plan and deliver health care services. This
document is not intended to be prescriptive but rather to be used as a reference guide for
health care providers to enhance overall commitment to deliver better quality health services
and patient satisfaction . The experiences of patients/families of health care vary
considerably. Some patients may have an occasional intervention while others have a more
permanent and long-term relationship with a service provider depending on the nature and
extent of their need. Therefore, it is important to involve patients and their families in the
management of their care and treatment. Hospital customers are patients, families,
employees, doctors, suppliers, trainees and students. This document sheds light on
principles of customer satisfaction in a hospital setting, and outlines efficient customer
satisfaction policy. The document also addresses tips and advice to effectively handle
customer complaints. As well, since all hospital staff should assume some degree of
responsibility to customer satisfaction, this document highlights the roles and competencies
needed for various staff levels at the hospital.