Cultural definitions of quality of care: Perspectives of Jordanian patients

Abstract

A descriptive qualitative approach was used to develop a cultural definition of quality of care in clinical settings, and understand the phenomena of quality of care from Jordanian patients’ perspectives. The study was conducted in two major teaching hospitals located in the north of Jordan during the period of May–August 2008. The sample consisted of 26 patients who agreed to participate in the study. Understanding the phenomena of quality of care from a cultural perspective will help health care providers, locally and internationally, provide care to Jordanian and Arab immigrants in Western countries. Four main themes emerged from the data to reflect on patients’ perspectives of the quality of care. These themes were: (a) quality as excellence; (b) being caring and concerned; (c) the demonstration of ethical and professional conduct by health care providers; and (d) reflecting on negative experiences during hospitalisation. Findings from this study reflect what is important for Jordanian patients regarding quality of care, and added new dimensions to the definitions of quality of care, including the role of religion in shaping the ethical and professional aspects of quality of care. These new dimensions open the door for further research that focuses on incorporating social, cultural and spiritual aspects in the measurement of quality of care for the purpose of improving quality of care as determined by patients.