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  3. Bisera, C.  & Capko, J.(2013).  The Patient-Centered Payoff: Driving Practice Growth Through Image, Culture, and Patient Experience http://www.linkedin.com/company/greenbranch-publishing/products?trk=tabs_biz_product
  4. Brennan T., Burstin H, Carrasquillo O., Orav E. (2009).  Impact of language barriers on patient satisfaction in an emergency department.  Journal of General Internal Medicine.  Volume 14, Issue 2, pp 82-87http://www.jgim.org/
  5. Graban, M. (2012).  Lean Hospitals: Improving Quality, Patient Safety, and Employee Satisfaction http://www.markgraban.com/
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  7. http://www.Hcahpsonline.org
  8. http://www.Healthleaders.com
  9. Lee, F. (2004).  If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently http://www.patientloyalty.com/
  10. http://www.Modernhealthcare.com
  11. Press, I. (2005).  Patient Satisfaction: Defining, Measuring, and Improving the Experience of Care http://www.amazon.com/IrwinPress/e/B001JRV95I/ref=ntt_athr_dp_pel_1
  12. Saxton, J. (2008).  Reduce Liability risk by Improving your Patient Satisfaction.
  13. www.theberylinstitute.org 
  14. www.pressganey.com