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Nurs Manage. 2001 Sep;32(9):20-4; quiz 25.

Consumers with options. Service excellence models help to ensure that patients get the quality care they expect.

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  • 1University of Kansas Hospital, Overland Park, USA.

Abstract

Customer satisfaction represents the outcome of patients' expectations of nursing care and the care actually received.

PMID:
17929724
[PubMed - indexed for MEDLINE]
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