The patient satisfaction chasm: the gap between hospital management and frontline clinicians
Ronen Rozenblum, Marianne Lisby, Peter M Hockey, Osnat Levtzion-Korach, Claudia A Salzberg, Nechama Efrati, Stuart Lipsitz, David W Bates
BMJ Quality & Safety Mar 2013, 22 (3) 242-250; DOI: 10.1136/bmjqs-2012-001045