Find out what real criminals and detectives are like, how crimes are committed and solved, and the thought processes of brilliant detectives in these stories.The man of many disguises --No body, no murder --The embittered artist --The American Sherlock Holmes --The man who was someone else --Information, information, information --The doctor's secret --Held to ransom --On the run

    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.

    Through them we are able to uncover new information concerning the genetic and environmental factors affecting who we are. Studies using identical and fraternal twins hold the keys to understanding our intellectual abilities, personality traits, social attitudes, and behavior. In Entwined Lives, Dr. Nancy Segal brings together cutting-edge information with illustrative case histories of twins and their families. In addition to the fascinating stories of identical twins reared apart and reunited as adults, Dr. Segal provides insights into the unusual language patterns of twins, how twin studies affect legal decisions, the role of fertility treatments in twin and "twinlike" conceptions, and more. This groundbreaking book explores the ways in which twins enhance our knowledge of human behavioral and physical development, while shedding new light on the nature/nurture debate and on the burgeoning field of evolutionary psychology.

    Meeting a key need for students and novice clinicians, James Morrison, the author of the bestselling DSM-IV Made Easy, systematically takes the reader through every step of the process. He provides clear-cut principles and decision trees for evaluating information from a variety of sources and for constructing a valid working diagnosis that serves as a foundation for treatment. Special features include quick-reference tables, sidebars explaining key concepts, and over 100 case examples that bring the approach to life.

    Why We Eat (Too Much), combines case studies from his practice and the new science of metabolism to illuminate how our appetite really works.Debunking the great myths of the body, and systematically explaining why dieting is counter-productive, this unflinching book investigates every aspect of nutrition. From the difference between good and bad fats to the impact of genes and genetic mutation on our weight and what happens to our hormones long after a diet ends, Dr Jenkinson explores the fields of agriculture, pharma, anthropology and medicine to uncover the truth behind our bad food habits and the escalating obesity crisis.Joanna Blythman, author of Swallow This'Fascinating science' ITV 'Highly persuasive ... a radical approach to weight loss' Sunday Times'A compelling look at the science of appetite and metabolism' Vogue___________________________________________________________A practical, accessible guide to understanding the diet myth and the secret to lasting weight loss.