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1

Towards the emancipation of patients: Patients' experiences and the patient movement. Bristol, UK: Policy Press, 2010.

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2

Beyond patient satisfaction: Building patient loyalty. Ann Arbor, Mich: Health Administration Press, 1991.

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3

Colleen, McKinnon, ed. Secrets of becoming a priority patient. Sudbury, Ont: Medical School for Patients, 2003.

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4

Healthcare Financial Management Association (U.S.)., ed. Ultimate patient satisfaction: Designing and implementing an effective patient satisfaction program. New York: McGraw-Hill, 1997.

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5

1947-, Davis Rose Marie, ed. Measuring patient satisfaction for improved patient services. Ann Arbor, Mich: Health Administration Press, 1991.

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6

Krowinski, William J. Measuring and managing patient satisfaction. 2nd ed. Chicago, Ill: American Hospital Pub., 1996.

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7

J, Krowinski William, ed. Measuring and managing patient satisfaction. Chicago, Ill: American Hospital Pub., 1990.

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8

Eastbourne Health Authority. District Chiropody Department. Patient satisfaction survey, 1990/1991. Eastbourne: The Department, 1991.

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9

Managing patient expectations: The art of finding and keeping loyal patients. San Francisco: Jossey Bass Publishers, 1998.

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10

Ho, Siew-Fern. A report on patients' satisfaction with the out-patient department of Hope Hospital. [Manchester]: North Western Regional Health Authority, 1988.

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11

Mahapatra, Prasanta. APVVP--patient satisfaction survey, June 2001. 2nd ed. Hyderabad: Institute of Health Systems, 2002.

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12

Mahapatra, Prasanta. APVVP--patient satisfaction survey, December 2001. Hyderabad: Institute of Health Systems, 2002.

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13

A, Lyon Marjorie, ed. Ministry of hospital chaplains: Patient satisfaction. New York: Haworth Pastoral Press, 1997.

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14

Communicating with patients: Improving communication, satisfaction, and compliance. London: Croom Helm, 1988.

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15

Michael, Vergare, Scott Gail 1946-, and Einstein Consulting Group (Philadelphia, Pa.), eds. Patient satisfaction: A guide to practice enhancement. Oradell, N.J: Medical Economics Books, 1990.

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16

Susan, Lewis, ed. Increasing patient satisfaction: A guide for nurses. New York: Springer Pub. Co., 1996.

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17

Marsicano, Sergio. La fabbrica dei sogni: Dall'idealismo del curare al prendersi cura. Milano: FrancoAngeli, 2000.

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18

L, Shortridge Dennis, and Watson Phyllis M. 1947-, eds. Patients first: Experiences of a patient-focused pioneer. Chicago, Ill: Health Administration Press, 1996.

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19

Murray, Debbie. Patients drive improvement. Ottawa: Conference Board of Canada, 1996.

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20

Avis, Mark. Patient satisfaction and the management of outpatient consultation. Nottingham: Department of Nursing and Midwifery Studies, University of Nottingham, 1995.

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21

Marshall, Grant N. The Patient Satisfaction Questionnaire short-form (PSQ-18). Santa Monica, Calif: RAND, 1994.

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22

Hall, Tonya A. Patient satisfaction: A visual analysis using Trellis Graphics. Monterey, Calif: Naval Postgraduate School, 1998.

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23

Lihua, Qian, ed. Cheng gong kang ai zhe de 5 ge mi mi: Gei bing you yu zhao gu zhe de xi wang zhi shu. Taibei Shi: Tian xia yuan jian chu ban gu fen you xian gong si, 2010.

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24

Putting customer satisfaction first: 4 steps to improve patient relations. Marblehead, MA: HCPro, 2004.

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25

George, Alex. Study of demand and satisfaction of the Mauritius health system. Hyderabad: Institute of Health Systems, 1997.

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26

Crawford, Heather M. Effect of combined care nursing on patient satisfaction, staff satisfaction, and quality of care. St. Catharines [Ont.]: College of Education, Brock University, 1988.

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27

Communicating with patients: Improving communication, satisfaction and compliance. London: Chapman and Hall, 1990.

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28

Graban, Mark. Lean hospitals: Improving quality, patient safety, and employee satisfaction. Boca Raton: CRC Press, 2009.

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29

L, Leaman Thomas, ed. Managed care success: Reducing risk while increasing patient satisfaction. Gaithersburg, Md: Aspen Publishers, 1998.

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30

Lean hospitals: Improving quality, patient safety, and employee satisfaction. New York: Productivity Press, 2008.

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31

Team, Sullivan/Luallin Service Quality, and Medical Group Management Association, eds. Star-studded service: Six steps to winning patient satisfaction. 2nd ed. Englewood, CO: Medical Group Management Association, 2013.

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32

Patient satisfaction: Understanding and managing the experience of care. 2nd ed. Chicago, IL: Health Administration Press, 2005.

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33

Kular, Randeep. User satisfaction study of patient transport services in Sussex. Brighton: University of Brighton, Health and Social Policy Research Centre, 1997.

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34

Ontario. Ministry of Health. Joint Policy and Planning Committee. Examining the process of handling patient complaints at the Ministry of Health: Final project report. [Toronto]: Joint Policy and Planning Committee, 1994.

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35

Hartwell, Heather Jill. Patient experience, nutritional uptake and satisfaction with hospital food services. Poole: Bournemouth University, 2004.

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36

Annett, Alison. Hospital food: A patient choice and satisfaction survey : Causeway Trust. Ballymena: NHSSC, 1997.

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37

Larrabee, June Hansen. HOSPITAL PATIENTS' AND NURSES' PERCEPTIONS OF QUALITY (PATIENT SATISFACTION). 1992.

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38

Kaset. Secrets of Patient Satisfaction. Mosby-Year Book, 1998.

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39

Kaset. Secrets of Patient Satisfaction. Mosby-Year Book, 1998.

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40

Patient expectations and satisfaction. Oxford: National Institute for Nursing, Centre for Practice Development & Research, 1995.

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41

Measuring and Improving Patient Satisfaction. Jones & Bartlett Publishers, 2000.

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42

Research, CASPE, King Edward's Hospital Fund for London., and South East Thames Regional Health Authority., eds. SETRHA PATSAT: [patient satisfaction systems]. London: CASPE Research, 1989.

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43

Nightingale, Helen. Patient satisfaction: A quality evaluation. 1995.

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44

Mavrovic, Leslee Nyman. FACTORS IN PATIENT SATISFACTION: A STUDY OF SHORT TERM NURSING HOME PATIENTS. 1996.

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45

Baker, Susan Keane. Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients. Wiley & Sons, Incorporated, John, 2009.

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46

Love Your Patients! Improving Patient Satisfaction with Essential Behaviors That Enrich the Lives of Patients & Professionals. Blue Dolphin Publishing, 2004.

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47

Frampton, Susan B., Patrick A. Charmel, Planetree Foundation, and Sara Guastello. Putting Patients First Field Guide: Global Lessons in Designing and Implementing Patient-Centered Care. Wiley & Sons, Incorporated, John, 2013.

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48

Frampton, Susan B., Patrick A. Charmel, Planetree Foundation, and Sara Guastello. Putting Patients First Field Guide: Global Lessons in Designing and Implementing Patient-Centered Care. Wiley & Sons, Incorporated, John, 2013.

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49

Richardson, Melinda. Patient satisfaction with inpatient pharmacy services. 1991.

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50

Lyon, Marjorie A. Ministry of Hospital Chaplains: Patient Satisfaction. Taylor & Francis Group, 2016.

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