Assume that you are being hired by the Chief Operating Officer (COO) of a private hospital in Shah Alam. Lately, the hospital has received an increasing number of complaints from its patients; mainly with regards to the quality of services rendered by the hospital. The COO is worried and he wants to find out the reasons for these complaints and want to come with the best solution to overcome this problem as quickly as possible. He want you to conduct a research to overcome the problem the hospital is facing.
You are required to prepare a research plan for him, focusing on the following:
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