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qualitativeThese projects are usually conducted on-site and include focus groups as well as one-on-one interviews. Focus groups are often conducted as an initial step in the design of patient expectation/satisfaction surveys. They frequently identify unique factors affecting satisfaction that may not have been considered without input from patients and/or staff.

One-on-one interviews are conducted either in person or over the telephone. They are most frequently done when detailed or sensitive input is needed from key opinion leaders.

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