An Integrated Approach for the Evaluation of Sustainability and Patient Satisfaction in Hospitals: A Case of Turkey

Abstract

Improving quality is a very important issue in hospitals. Measuring quality is directly proportional to measuring sustainability criteria. Customer satisfaction is seemingly correlated with the factors which affect sustainability evaluation. Besides, the evaluation sustainability and satisfaction consist of different kinds of uncertainties. In this case, Quality Function Deployment (QFD) is very useful tool to evaluate customer satisfaction integrated with the fact that the weights of QFD are calculated by the method of Analytic Hierarchy Process (AHP). In this study, we propose an integrated approach for the evaluation of sustainability in Turkish Hospitals by using Quality Function Deployment and Analytic Hierarchy Process in order to assess patient satisfaction by considering the most important criterium in hospitals. This study enlightens the relations between patient satisfaction in hospitals and sustainability assessments in the same place.