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Scanning the published literature for information on customer expectations can help a manager avoid reinventing the wheel. For example, the Picker Institute was established in 1987 to promote patient-focused care and to provide information to health services organizations about patient-focused approaches. On the basis of information obtained from focus groups, literature, and health professionals, the Picker Institute (2010) has identified and defined specific patient requirements, also called dimensions or principles of patient-focused care. Define patient expectations according to research conducted by the Picker Institute.
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