1. Secretary of State for Health. The new NHS: modern, dependable,1997
2. Management Executive. The patient’s charter and primary health care. EL(92)88;NHS,1992
3. Being heard (Wilson Report);Review Committee on NHS Complaints Procedures,1994
4. Satisfying solutions? A review of some unresolved issues in the measurement of patient satisfaction;Avis, M.; Bond, M.; Arthur, A.;J Adv Nurs,1995
5. Health care quality. Incorporating consumer perspectives;Cleary, P.D.; Edgman-Levitan, S.;JAMA,1997