1. The patient representative role and sources of power;Charters;Hospital Health Services Administration,1993
2. Standard;Grievance mechanism, Survey Proceedures Interpretive Guidelines,1995
3. 3. JCAHO, Hospital Accreditation Services: Guidelines for Survey, Standard RI.1.2.3. and RI.1.3.4., January 1997
4. Satisfaction with health care of hemodialysis patients;Ferrans;Res Nurs Health,1987
5. Consumer information, patient satisfaction surveys and public reports;Turnbull;Am J Med Qual,1996