Hospital accreditation, was also a tool to measure quality of services in hospitals. Measuring was done using hospital by laws which was a criterion in administrative and management standard in the hospital accreditation instrument. This criterion was a procedural dimension which in its technical policies contain e.g. the patient, physician and hospital rights and responsibilities. The case of client's complaints about hospital services was used as a Jesson learned process in measuring quality of services through procedural dimension using hospital accreditation criterion. Hospital as a figure of health industrial had to understand customer's behavior through their perceptions and developed a customer culture It was possible to be done because it was entangled with the standard in hospital accreditation instrument that was evaluation and control.