Özet:

Hospitals, which are the main component of healthcare services, need to be able to meet needs of patients and provide quality services that patients expect. It is important that service offered is quality and dependable, because services that hospitals offer to people are not postponable. Patient satisfaction is important for hospitals. For this reason, quality of service offered should be improved by analyzing quality of service. Quality Function Deployment (QFD) is one of the methods used to analyze quality of service provided. QFD is a technique that determines what needs and expectations of customers (patients) are and provides various benefits to businesses that are oriented towards them. In this study, it is aimed to reduce ergonomic problems experienced by patients in hospital and to increase quality of services patients receive. To achieve this goal, surveys were conducted on 250 patients in a private hospital. Considering results of questionnaires, opinions of patients were analyzed by SPSS software. As a result of analysis, the importance ratings of patient requests were calculated. In order to meet patient's needs, the most important 10 criteria were determined from determined technical requirements. Degree of relationship between these requirements and technical requirements to meet patient expectations were determined by QFD method.

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