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Barr, J.K., Giannotti, T.E., Sofaer, S., Duquette, C.E., Waters, W.J. and Petrillo, M.K. (2006) Using public reports of patient satisfaction for hospital quality improvement. Health Services Research, 41, 663-682. doi:10.1111/j.1475-6773.2006.00508.x

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