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.

    A year later, she was reborn. Or so her mother said.The crash occurred on a July night in 1955. The truck hit the Gallant family's car head-on; a few weeks later, newborn baby Gail died from her injuries. Mad with grief, her mother prayed feverishly for Gail's return, convinced that God would bring her child back to her. And when she gave birth within a year to a baby girl who looked identical to her lost child, she believed her prayers had been answered.She named that newborn baby Gail.In this haunting memoir about having and losing faith, Gail Gallant recounts her awe-inspiring true story of life as a changeling--a child born to replace her deceased baby sister. A middle child in a large Catholic family, Gail embraced the belief that she was especially anointed, a status that was reinforced by her stern, devout mother and distant, hard-drinking father. Babies sometimes die, after all, but she was the one that God had chosen to bring back to life.Eventually, this special status--the feeling that she had been singled out by God, and just as importantly, by her mother--became a source of secret anxiety for Gail. Doubt began to cast its shadow. As she grew up, questions plagued her: Why did God save her? What did he want in return? And what if she couldn't live up to his--or her mother's--expectations? What if she wasn't so special after all? Or worse, what if she was a mere imposter, only pretending to be the first Gail, whose life she now lived?For this changeling child with a tortured soul, finding her own identity meant wrestling with sainthood and sin alike. As she rewrote her origin story, Gail battled blinding depression and loss of faith. Ultimately, she discovered her own sense of what is extraordinary in becoming simply herself.

    Over the past decade, Silicon Valley executives like Eric Schmidt and Elon Musk, Special Operators like the Navy SEALs and the Green Berets, and maverick scientists like Sasha Shulgin and Amy Cuddy have turned everything we thought we knew about high performance upside down. Instead of grit, better habits, or 10,000 hours, these trailblazers have found a surprising short cut. They're harnessing rare and controversial states of consciousness to solve critical challenges and outperform the competition.New York Times bestselling author Steven Kotler and high performance expert Jamie Wheal spent four years investigating the leading edges of this revolution—from the home of SEAL Team Six to the Googleplex, the Burning Man festival, Richard Branson’s Necker Island, Red Bull’s training center, Nike’s innovation team, and the United Nations’ Headquarters. And what they learned was stunning: In their own ways, with differing languages, techniques, and applications, every one of these groups has been quietly seeking the same thing: the boost in information and inspiration that altered states provide.Today, this revolution is spreading to the mainstream, fueling a trillion dollar underground economy and forcing us to rethink how we can all lead richer, more productive, more satisfying lives. Driven by four accelerating forces—psychology, neurobiology, technology and pharmacology—we are gaining access to and insights about some of the most contested and misunderstood terrain in history. Stealing Fire is a provocative examination of what’s actually possible; a guidebook for anyone who wants to radically upgrade their life.

    From drills and shape-up exercises, to helpful tips on safety and injuries, this book is packed with information for every rugby admirer. Explanations in plain English.The Dummies Way(R)"Get in, get out" information Icons and other navigational aids Tear-out cheat sheet Top ten lists A dash of humor and fun Get smart! @ www.dummies.comFind listings of all our books Choose from many different subject categories Sign up for eTips at etips.dummies.com

    In Rats, the critically acclaimed bestseller, Robert Sullivan spends a year investigating a rat-infested alley just a few blocks away from Wall Street. Sullivan gets to know not just the beast but its friends and foes: the exterminators, the sanitation workers, the agitators and activists who have played their part in the centuries-old war between human city dweller and wild city rat. Sullivan looks deep into the largely unrecorded history of the city and its masses-its herds-of-rats-like mob. Funny, wise, sometimes disgusting but always compulsively readable, Rats earns its unlikely place alongside the great classics of nature writing. With an all-new Afterword by the author

    Beyond Words, readers travel to Amboseli National Park in the threatened landscape of Kenya and witness struggling elephant families work out how to survive poaching and drought, then to Yellowstone National Park to observe wolves sort out the aftermath of one pack's personal tragedy, and finally plunge into the astonishingly peaceful society of killer whales living in the crystalline waters of the Pacific Northwest.

    This new edition specifically features three new care plans, two expanded care plans, updated content and language reflecting the most current clinical practice and professional standards, enhanced QSEN integration, a new emphasis on interprofessional collaborative practice, an improved page design, and more. It's everything you need to create and customize effective nursing care plans!

    It presents the important traditional content of mineralogy including crystallography, chemical bonding, controls on mineral structure, mineral stability, and crystal growth to provide a foundation that enables students to understand the nature and occurrence of minerals. Physical, optical, and X-ray powder diffraction techniques of mineral study are described in detail, and common chemical analytical methods are outlined as well. Detailed descriptions of over 100 common minerals are provided, and the geologic context within which these minerals occur is emphasized. Appendices provide tables and diagrams to help students with mineral identification, using both physical and optical properties. Numerous line drawings, photographs, and photomicrographs help make complex concepts understandable. Introduction to Mineralogy not only provides specific knowledge about minerals but also helps students develop the intellectual tools essential for a solid, scientific education. This comprehensive text is useful for undergraduate students in a wide range of mineralogy courses.

    As one of the greatest NHL players of all time, he reflects on his 2005-06 rookie season with the Pittsburgh Penguins. From a Canadian phenom dubbed "the next Gretzky" to an 18-year-old carrying the burden of a struggling franchise, he talks candidly about the intense pressure he was under, the surreal experience of lacing up alongside his childhood idol Mario Lemieux and the truth about his rivalry with Alex Ovechkin. Sidney Crosby, with the help of his family, coaches and former teammates, gives listeners an all-access pass to one of the most scrutinized and tumultuous rookie seasons in the history of professional hockey. Hosted by Pittsburgh native and Penguins fan Joe Manganiello.

    The gear you select and how you use it can mean big results—or bigger disappointment.FASTER takes a scientific look at triathlon to see what truly makes you faster—and busts the myths and doublespeak that waste your money and race times. In this fascinating exploration of the forces at play in the swim-bike-run sport, astronautical engineer and triathlete Jim Gourley shows where to find free speed, speed on a budget, and the gear upgrades that are worth it.FASTER offers specific, science-based guidance on the fastest techniques and the most effective gear, answering questions like: •    Which wetsuit is best for me? •    What’s the best way to draft a swimmer? •    Should I buy a lighter bike? •    Deep dish or disc wheels? •    Are lighter shoes faster? •    Who’s right about running technique? Gourley reviews published studies in peer-reviewed journals to show what scientists have learned about swim drafting, pacing the bike leg, race strategy for short and long-course racing, and the fastest ways to handle transitions.FASTER will change how you think about your body, your gear, and the world around you. With science on your side, you'll make the smart calls that will make you a better, faster triathlete.

    These fascinating, enigmatic creatures are a key lynchpin in the working of our planet. Without them the landscape, as well as every aisle in our supermarkets would look radically different. And we're not just talking about honey bees. There are more than 20,000 species of bee worldwide and only a handful make honey. Some live in colonies and others are solitary. We can all help protect them - and they desperately need protecting - but you can't save what you don't love. And you can't love what you don't know. The Good Bee is a celebration of this most vital and mysterious of nature's wizards. Here you'll discover the complexities of bee behaviour - as well as the bits that still baffle us - the part they play in the natural world, their relationship with us throughout history, how they are coming under threat and what we can all do about it.Beautifully produced, with hand-made illustrations throughout, it is a story for our times and a book to treasure.

    From that moment on, the world became ever more colorful and bizarre, ringing with elaborate songs and dances, epic battles, and rallying cries as the desires of males and females collided, generation after generation, in an unbroken chain of sex going back to the dawn of complex life on Earth.Animal life rings, bleeds, and howls with sex. It's everywhere. Right now warring hordes are locking horns, preening feathers, rampaging lustfully across the savanna, questioning the fidelity of the ones they love. A million females choose; a billion penises ejaculate (or snap off); a trillion sperm battle, block, and tackle. Sex made planet Earth, well, sexy.Writing in a brilliantly engaging style, biologist Jules Howard leads readers on a guided tour of the how and why of sex on Earth, in all its diversity. From sperm wars to cuckoldry, hermaphrodites, virgin births, "exploding" penises, and mallards' "booby-trapped" vaginas, Sex on Earth explores and celebrates the wonders and peculiarities of animal reproduction.

    Animal combines autobiography and evolutionary history to create a funny, fascinating insight into the forces that mould and affect modern women.Animal is entertaining and informative, personal and universal – silly about lots of things and serious about some. It's a laugh-out-loud investigation to help us understand and forgive our animal urges and insecurities.

    Tailored to meet the needs of the first time bonsai owner, this book is an extensive directory of every major bonsai type. Bonsai Basics explains in detail all the techniques needed to keep a bonsai alive and in good shape.  Clear text and step-by-step illustrations ensure that even the most nervous newcomer can approach looking after bonsai with confidence.  Filled with over 120 specially commissioned photographs and illustrations, the New Pyramid Bonsai Basics is an extensive directory of both indoor and outdoor trees and their characteristics.

    Rich illustrations, systematic resumes, and extensive citations make it a valuable references source.