Özet:
The purpose of this study is to determine the expectations of pediatric patients from a hospital and find out feasible
solutions to address these expectations. In accordance with this purpose, an AHP-weighted QFD case study was carried
out in a pediatric hospital in Turkey. In order to determine the expectations of pediatric patients; face-to-face and semistructured interviews were used and the natural environment of the hospital was observed in many different times.
Expectations of the children constituted the left part of the House of Quality (HoQ) of QFD and were weighted using the
AHP. Then, technical requirements offering solutions to expectations of children were defined, other parts of the house
were added and the whole HoQ was completed. The results show that, from the children’s point of view, accommodation
services was found as the most important factor and arrangement of the patient rooms as the most important sub-factor.
All remaining factors and sub-factors were also evaluated and prioritized. It is hoped that this study can contribute to
the related literature and the QFD model developed in the study can be taken as an example by similar and/or different
hospitals. Finally, the limitations of this study and future research directions are outlined.