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2. A survey of the impact of disruptive behaviors and communication defects on patient safety;Rosenstein;Jt Comm J Qual Patient Saf,2008
3. Patient complaints and malpractice risk;Hickson;JAMA,2002
4. The Discovery of Grounded Theory: Strategies for Qualitative Research;Glaser,1967
5. Qualitative Analysis for Social Scientists;Strauss,1987