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.

    The nature of football continually changes, which means its analysis must also keep pace. This book is for students, thinkers, and theorists of the game.'Ted Hopkins - Carlton premiership player, author, and co-founder of Champion Data. Australian Rules football has been described as the most data-rich sport on Earth. Every time and everywhere an AFL side takes to the field, it is shadowed by an army of statisticians and number crunchers. The information they gather has become the sport's new language and currency. ABC journalist James Coventry, author of the acclaimed Time and Space, has joined forces with a group of razor-sharp analysts to decipher the data, and to use it to question some of football's long-held truisms. Do umpires really favour the home side? Has goal kicking accuracy deteriorated? Is Geelong the true master of the draft? Are blonds unfairly favoured in Brownlow medal voting? And are Victorians the most passionate fans? Through a blend of entertaining storytelling and expert analysis, this book will answer more questions about footy than you ever thought to ask. Praise for Time and Space:'Brilliant, masterful' - The Guardian'Arguably one of the most important books yet written on Australian Rules football.' - Inside History'Should find its way into the hands of every coach.' - AFL Record

    Administered off-label in small daily doses (0.5 to 4.5 mg), this generic drug is extremely affordable and presents few known side effects. So why has it languished in relative medical obscurity? The LDN Book explains the drug’s origins, its primary mechanism, and the latest research from practicing physicians and pharmacists as compiled by Linda Elsegood of The LDN Research Trust, the world’s largest LDN charity organization with over 19,000 members worldwide. Featuring ten chapters contributed by medical professionals on LDN’s efficacy and two patient-friendly appendices, The LDN Book is a comprehensive resource for doctors, pharmacists, and patients who want to learn more about how LDN is helping people now, and a clarion call for further research that could help millions more.

    He had violent hallucinations based on the Iraq war and the reports of terrorism and violence constantly playing on his hospital TV tuned into CNN. He believed his family to be in danger, but he had no way to communicate with them. For a long time after the whole ordeal, he had trouble knowing what had happened. What was real and what wasn't. If part of the core of who we are is our memory, what does it mean when the memory is still there, but false?

     A powerful true story revealing a remarkable relationship between a dying son - and a mother that refuses to let him go. At the age of 10, Deryn was diagnosed with Leukaemia. Then 18 months later he developed another rare form of cancer called Langerhan’s cell sarcoma. Only five other people in the world have it. He is the youngest of them all and the only person in the world known to be fighting it alongside another cancer, making him one in seven billion. Told there was no hope of survival, after four years of intensive treatment, exhausted by his fight and with just days left to live, Deryn planned his own funeral. But, Deryn’s desperate mother, Callie would not let him give in. Battling medical errors, impossible odds and years of hardship as the cancer consumed his body and their world, they looked for more answers. After making some startling discoveries and taking massive chances - something began to change… Would their lives as a family ever be the same again?

    Illnesses such as influenza, diabetes, multiple sclerosis, and coronary heart disease have also been connected to a lack of this vitamin. Until not too long ago, not getting enough Vitamin D (the sunshine vitamin) was only associated with rickets, the childhood bone disease. Now, Soram Khalsa, M.D., sheds new light on the power of this long-forgotten vitamin. He reveals how to recognize signs of Vitamin D deficiency, which has reached epidemic proportions in North America, and then shares insights from his Beverly Hills medical practice, where he normalizes his own patients’ Vitamin D levels for their optimal health.

    From difficult births and unexpected deaths to moral quandaries and bureaucratic disasters, O'Mahony documents life in the halls that all of us will visit at some point in our lives with his characteristic wit and dry and unsentimental intelligence. As the Coronavirus crisis demands more and more of the medical profession and the people who support it, Seamus O'Mahony describes his work on the front lines of a pandemic in a harrowing final chapter. This is not a conventional medical memoir: it's the collective biography of one of our great modern institutions, the general hospital, through the eyes of a brilliant writer who happens to be a gifted doctor.

     Former practicing psychiatrist Mark Rubinstein opens the door and takes the reader deep into the world of mental illness. From the chaos of a psychiatric emergency room to the bowels of a maximum security prison, the stories range from bizarre to poignant and the people from noble to callously uncaring. Bedlam's Door depicts the challenges mental illness poses for patients, their families, health-care professionals, and society. More importantly, it demystifies the subject while offering real hope.

    The book has the hallmark features for which Lippincott's Illustrated Reviews volumes are so popular: an outline format, over 600 full-color illustrations, end-of-chapter summaries, review questions, plus an entire section of clinical case studies with full-color illustrations. This edition's medical/clinical focus has been sharpened to provide a high-yield review. Five additional case studies have been included, bringing the total to nineteen. Review questions have been reformatted to comply with USMLE Step 1 style, with clinical vignettes.

    You’ll find it fun to read too - written in simple, everyday language.And, if you’re like most people, you’ll find that learning “why” the law of attraction works will pour rocket fuel into your belief in it. And attaining such a level of belief will allow you to unleash the law of attraction more powerfully than you’ve done previously. Why Quantum Physicists Create More Abundance removes your barriers of doubt and resistance concerning the law of attraction. It can be a very powerful tool for you, helping you soar past previous frustrations and manifesting a life much more closely aligned with your dreams and desires.

    Constantly changing policies. Increasing bureaucratic regulations. These are just a few of the challenges health care providers face every day; challenges that limit the ability to provide excellent patient care. Marcus' insights will give health care providers new and essential strategies to rediscover the magic and compassion between caregiver and patient.

    Riveting true stories and biblical insights fill this inspiring exploration of how angels intervene in our lives every day--whether or not we're aware of them.

    From England to Mexico, and Iceland to Pakistan, Gilmour takes us on an extraordinary thrill-ride with his wild coworkers. Along the way he learns a few things, too, and shows us not only how precious life truly is, but how to passionately embrace it.

    Christine Gleason, one of today's most prominent pediatricians, is also a born storyteller who takes readers into life and death situations encountered in the neonatal intensive care unit.

    Day by day, wards were being cleared to make way for Covid-positive patients. Things were getting worse by the day. For the first time in my nursing career, I felt scared.As a palliative care nurse, it is Kelly Critcher's job to look death in the eye - to save a patient while the fight can still be won, and confront death with grace and kindness when it can't.In early 2020, everything changed for nurses on the NHS frontline. Working on Covid wards and the High Dependency Unit, Kelly spent the height of the coronavirus crisis at Northwick Park hospital - perhaps the UK hospital most deeply ravaged by the illness.She, and many others like her, battled tirelessly in a critical care unit pushed to breaking point, delivering the bad news and fighting the good fight, day-in, day-out, throughout the gravest test our health service has faced since its inception.Kelly's story weaves together her raw, emotional diaries from the COVID frontline with a broader reflection on the truths about a life spent caught between battling for her patients' lives and helping them face down death with courage and compassion. Bringing together the enormity of the last twelve months - and the scars it will leave - this is a book for our times.