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Patients Do Not Always Complain When They Are Dissatisfied: Implications for Service Quality and Patient Safety

Howard, Matylda HlthScD, MBA (Quality Mgt), BNg, GradCert HEd*; Fleming, Mary Louise PhD, MA, BEd, Dip Teach; Parker, Elizabeth EdD, MSW, BA

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doi: 10.1097/PTS.0b013e3182913837
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