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letter . 1997 Jan 18;314(7075):227.
Methods of surveying patients' satisfaction. Patients' satisfaction is based firmly on their expectations.
R Fielding
, A Hedley
, J Cheang
, A Lee
R Fielding
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A Hedley
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J Cheang
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A Lee
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PMCID: PMC2125713 PMID: 9022465
See the article "Can different patient satisfaction survey methods yield consistent results? Comparison of three surveys." in volume 313 on page 841.