This study aimed to identify the departments and divisions that contributed to public relations in Jordanian hospitals during the COVID-19 pandemic, as well as to determine the procedures undertaken by public relations practitioners and the challenges they faced. Utilizing a descriptive-survey methodology guided by the Crisis and Emergency Risk Communication (CERC) model, the research collected data from a comprehensive sample of 16 individuals using a questionnaire.

The findings revealed that senior management’s participation in pandemic management in the surveyed hospitals was 37.93%, followed by the Ministry of Health at 27.59%. The public relations department’s actions varied by phase. Before the crisis, they focused on social media awareness posts. In the initial phase, they informed the public about handling the virus. During the ongoing crisis, they provided information on treatment and quarantine locations. After the crisis, efforts shifted to new variant campaigns and post-crisis reviews.

The main obstacles encountered included stress, increased working hours, and a lack of preparedness and human resources. The study concluded with several recommendations: emphasizing the role of public relations in crises, establishing and strengthening public relations units with competent staff, and improving financial and logistical support. It also highlighted the importance of activating communication between these units and their internal and external audiences, as well as with the Ministry of Health.