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Physician Exec. 2006 Sep-Oct;32(5):28-31.

Low patient satisfaction scores: the five stages of response.

Author information

1
Division of Emergency Medicine, Univeristy of Maryland School of Medicine, Baltimore, USA. jtwanmob@comcast.net

Abstract

When faced with poor patient satisfaction scores, emergency department physicians and medical directors have similar reactions. Ironically, the emotions experienced mimic the stages of grief.

PMID:
17007309
[Indexed for MEDLINE]

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