1. Berwick, D.M. , James, B. and Coye, M.J. (2003), “Connections between quality measurement and improvement”, Medical Care, Vol. 41 No. 1, pp. I-30-I-38.
2. Black, N. and Jenkinson, C. (2009), “Measuring patients' experiences and outcomes”, British Medical Journal, No. 339, available at: www.bmj.com/content/339/bmj.b2495.
3. Evaluating the Quality of Medical Care
4. Investigation of the ways in which patients' reports of their satisfaction with healthcare are constructed
5. The Cost of Satisfaction