There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around so effectively and so quickly?More important, how can you do the same with your organization?In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

    Now she gives readers an up close look at her adventures in emergency medicine in her memoir, The Other Side of the Gurney.After twenty years working as an EMT and paramedic, Carson-Romano becomes a registered nurse specializing in critical care. She shares what it's like to be an "accidental hero" and offers these stories as a tribute to those invited into people's homes and lives during the most frightening times imaginable. Carson-Romano crafts her stories with compassion and humor while covering a wide range of experiences, including childbirths in dramatic situations, traumatic accidents, and patients nearing the ends of their lives.The sad, funny, and feel good times are all here—and will make readers appreciate the emergency medical responders who risk their own lives to save ours.

    

    Walt Larimore moved his young family to Kissimmee, Florida, to start a small-town medical practice in 1985, he had no idea he was embarking on an enterprise that would change his life in ways both large and small. But there's no telling what you'll run into as a family physician in a rural, small-town community.Perfect for anyone yearning for a simpler, slower pace of life, as well as fans of Dr. Larimore's popular Bryson City series, The Best Medicine is a tender and insightful collection of stories chronicling one young doctor's passage from inexperience to maturity as a physician, husband, father, and community member. Filled with characters colorful and crusty, warm-hearted and hot-headed, witty and winsome, these captivating stories glow with warmth, love, and humor. You'll laugh, you'll cry, and you'll wish Dr. Larimore was your doctor.

    First responders share unique baby names, we hear stories about clueless newbies, bitter veterans, and patients with good intentions but bad ideas. We also hear more about the not-so-happy side of this industry. Grab a blanket, a mug of hot chocolate, and cozy up in front of the fire to catch up with submissions from people like you!

    The year is 2005. A highly infectious, unidentified Ebola-like virus is sweeping through the slums and villages of northern Angola. Within months, more than 200 people have died, medical services have collapsed and aid workers are on the brink of exhaustion. At 23, Peter Apps was just starting out as a foreign correspondent when Reuters sent him into the heart of the outbreak to get the story. In “Before Ebola: Dispatches from a Deadly Outbreak” Apps recalls in vivid, unflinching detail the horrors of life in a hot zone, the compassion of those trying to contain it, and how a terrified young journalist came of age in a time of almost unbearable crisis. Peter Apps is a global defense correspondent for Reuters news, currently dividing his time between London and Washington, D.C. In September 2006, Apps broke his neck in a minibus crash while covering the Sri Lankan civil war, leaving him largely paralyzed from the shoulders down. Cover design by Kristen Radtke.

    Catch a glimpse of what she saw, touched, smelled, and even tasted during an average workday. Dare to join her as she takes you through a difficult journey of memories, uncovering layers of emotional trauma left behind. Discover the ways she healed from yesterday's pain to live an emotionally balanced life today.

    Famously bipartisan, he advised presidents and Congress on health reform and originated central features of the Affordable Care Act. In Priced Out, Reinhardt offers an engaging and enlightening account of today's U.S. health care system, explaining why it costs so much more and delivers so much less than the systems of every other advanced country, why this situation is morally indefensible, and how we might improve it.The problem, Reinhardt says, is not one of economics but of social ethics. There is no American political consensus on a fundamental question other countries settled long ago: to what extent should we be our brothers' and sisters' keepers when it comes to health care? Drawing on the best evidence, he guides readers through the chaotic, secretive, and inefficient way America finances health care, and he offers a penetrating ethical analysis of recent reform proposals. At this point, he argues, the United States appears to have three stark choices: the government can make the rich help pay for the health care of the poor, ration care by income, or control costs. Reinhardt proposes an alternative path: that by age 26 all Americans must choose either to join an insurance arrangement with community-rated premiums, or take a chance on being uninsured or relying on a health insurance market that charges premiums based on health status.An incisive look at the American health care system, Priced Out dispels the confusion, ignorance, myths, and misinformation that hinder effective reform.

    Now a paramedic field chief, Bomben looks back on thirty years of service in It's Not the Trauma, It's the Drama.The twenty true stories Bomben relates are unique—all told from the point of view of a woman rising through traditionally male ranks. Bomben's tales range from funny to gory, from the dangers paramedics face to the history of a venerable old firehouse. Some, of course, are about saving lives. Others are about simply staying alive.From Bomben's first trauma call—the result of a drag race along city streets gone horribly wrong—to her eventual rise through the ranks, her tales shift seamlessly from humorous encounters to descriptions of injuries human beings shouldn't be able to endure. Through it all, It's Not the Trauma, It's the Drama offers a glimpse of the strain and risk experienced by Chicago Fire Department paramedics every day.

    Most of us will never find ourselves on a psychiatrist's couch and yet our lives would be perilous if we did not make space for our mental health. In this space, we can hold up a mirror and acknowledge our search for meaning. By going to the room, life becomes more resourceful and rewarding. In showing up there, we show up for life itself.'Jim Lucey has been working for more than 25 years with patients suffering from mental health problems. When people at their most vulnerable present to his room at St Patrick's University Hospital, Dublin, they reveal their fears, traumas, and very real human predicaments. Most of the assessments described in this book took place in this room. While the patients' stories are diverse, one common theme emerges - that of recovery. The psychiatrist and patients show us that recovery is possible, if we can find a way to engage.Many of us find it difficult to speak of the mind, and care of the mind requires an ability to listen and to reflect. This inspiring book will give you many moments of reflection as you journey with Jim's patients towards recovery, and will restore your faith in the human experience.'Using the art of clinical storytelling, Professor Lucey allows us to enter his room - an extraordinary space where theory informs practice and practice informs theory ... In My Room provides valuable insights that will benefit every human being interested in better understanding mental health. This is a beautiful book that should be read out loud at times, shared with others, and openly discussed' Charlotte R. Shore, RN, BSN, Newton Wellesley Hospital, USA and David A. Shore, PhD, Harvard University

    She’d been emotionally scarred from her last relationship and has just managed to pay off the mountain of debts she was saddled with.Now all she wants for Christmas is to rediscover Christmas joy—no love in the equation, and what better place than her hometown Dexington where she recalled spending the happiest times of her life. She is determined to stick with her plan and not even a chance encounter with Phillip—billionaire hospital heir and inventor, and the town’s most eligible bachelor—can change her mind.Until she discovers he is the boy she kissed in high school.Phillip Dexington is finally about to launch a new medical device after having his last invention stolen by his former girlfriend and sold to his archenemy. He’s determined that nothing must go wrong this time around—which means avoiding a relationship at all costs—and is content with spending Christmas with the children at the orphanage.But when Phillip runs into Sarah Nash, the girl who stole his heart in high school, his world flips upside down. She’s only in town for Christmas, and the time before the launch party is Phillip’s only chance at determining if she is the one.Will they open their hearts to the fullness of Christmas and give love a second chance, or will their trust issues rob them of a happily ever after?This is a sweet/clean emotional scars Christmas medical billionaire romance with no cliffhangers and a guaranteed HEA.

    Matters of Life and Death collects Picard's most compelling columns, covering a broad range of topics including Canada's right-to-die law, the true risks of the Zika virus, the financial challenges of a publicly funded health system, appalling health conditions in First Nations communities, the legalization of marijuana, the social and economic impacts of mental illness, and the healthcare challenges facing transgender people.The topic of health touches on the heart of society, intersecting with many aspects of private and public life—human rights, aging, political debate, economics and death. With his reporting, Picard demonstrates the connection between physical health and the health of society as a whole, provides the facts to help readers make knowledgeable health choices, and acts as a devoted advocate for those whose circumstances bar them from receiving the care they need.Providing an antidote to widespread fear-mongering and misinformation, Matters of Life and Death is essential reading for anyone with an investment in public health topics—in other words, everyone.

    But starting in the late 1990s, shocking reports emerged that showed this was far from the truth. Treatment-related deaths or “complications” were found to be the fifth leading cause of death for Americans, and hundreds of thousands of patients were being harmed by botched medical procedures.Spurred by the quality crisis, a group of visionary physicians led by Donald Berwick and Paul Batalden embarked on a study of industrial “quality improvement” techniques, daring to apply them to the practice of medicine despite resistance from the medical community. The Best Practice tells the story of this burgeoning movement, and of how the medical landscape is being radically transformed—for the better.

    His wife, Amber, has divorced him and is remarrying a rich wall street hedge fund manager. His boss hates him, his partner tolerates him, and he likes to stand on the ledge ten stories up, bottle in hand. Four years ago his infant son passed away in his crib sending his life into a tail spin. All he has left is saving lives, and saving them on his terms. That's not enough. Enter Brooklyn, a fiery red headed stringer, who works the overnight selling video and stills to the New York media and she's had a long standing crush on Brian. She's out to prove that a paramedic isn't the only one who can save a life.

    As recently as 1918, a pandemic of influenza claimed over 50 million lives worldwide. The advent of drugs and vaccines led to an era of hope when we thought our battles with infectious disease were won, but our optimism has been eroded by the recognition that many pathogens have the capacity to transform themselves and escape our efforts to eradicate them. Are we now facing an inevitable repeat of a calamity such as the 1918 influenza pandemic or the Black Death? Can we anticipate and thwart such an event, or are we wilfully creating the conditions that would promote the emergence of new and highly virulent human infectious disease?Sunetra Gupta is Professor of Theoretical Epidemiology at the University of Oxford specialising in infectious diseases. She holds a bachelor's degree from Princeton University and a Ph.D. from the University of London. She has been awarded the Scientific Medal by the Zoological Society of London and the Royal Society Rosalind Franklin Award for her scientific research. She is also a novelist whose books have been awarded the Sahitya Akademi Award, the Southern Arts Literature Prize, shortlisted for the Crossword Award, and longlisted for the DSC and Orange Prizes.