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.

    At just two years old, Nic experienced a searing pain that signaled the awakening of a new and deadly disease, one that would hurl Nic and his family up against the limits of modern medicine. For years, through false starts and failed cures, Nic holds on to life, buoyed up by his mother’s fierce drive to get him the care he needs. But when even the world’s experts are stumped by Nic’s illness, his doctors come up with a radical, long-shot plan: a step into the unknown. The next major scientific frontier, following the completion of the Human Genome Project, was to figure out how to use our new knowledge to save lives—to bring genomic or personalized medicine into reality. It’s a quest that is undertaken by researchers around the world. But it is only when geneticist Howard Jacob hears about young Nic that the finish line finally comes into sight: It’s no longer a race to make history. It’s a race to save this boy’s life. One in a Billion is an unforgettable tale of the lives that converged to launch a medical revolution. As pioneering geneticist Mary-Claire King pronounced upon learning Nic’s story: “It was as if one had heard about Case Zero of AIDS and the cure, all at once.”

    Shrouded in mystery, Gregor Mendel's quiet life and discoveries make for fascinating reading. Among his pea plants Henig finds a tale filled with intrigue, jealousy, and a healthy dose of bad timing. She "has done a remarkable job of fleshing out the myth with what few facts there are" (Washington Post Book World) and has delivered Mendel's story with grace and glittering prose. THE MONK IN THE GARDEN is both a "classic tale of redemption" (New York Times Book Review) and a science book of the highest literary order.

    It includes even more new monographs and the latest FDA approvals. This updated edition is a book that students can count on with vital information for Peds, as well as precautions for all vulnerable populations. From pediatrics to geriatrics and from pregnancy to breast feeding considerations, "Davis's Drug Guide for Nurses" addresses the entire lifespan.

    A caring and thoughtful doctor, he also writes beautifully.” —Siddhartha Mukherjee, New York Times bestselling author on Modern Death In Heart of the Matter, Dr. Haider Warraich takes readers inside the ER, inside patients' rooms, and inside the history and technology of heart disease.More people die of heart disease than any other disease in the world, including even cancer. In fact, deaths from heart disease are on the rise around the world and in the United States. When any heart disease becomes advanced enough, it results in the development of heart failure. In the United States, heart failure is the most common reason for admission to the hospital. Heart failure strikes both the abject and the affluent. And yet, even the most basic facts about heart failure remain known by few who don’t work in medicine for a living. Many patients develop heart failure without having any problems with their coronary arteries. Heart failure can affect anyone at any time: a child recovering from a viral infection, a woman who has just given birth, a cancer patient who received chemotherapy or anyone with any number of common conditions such as high blood pressure, diabetes, or sleep apnea.Warraich's signature blend of lucid writing and compelling narrative explores the complex discussion about heart failure with accessibility and compassion.

    The stewards of Earth, these organisms transformed the chemistry of our planet to make it habitable for plants, animals, and us. Life's Engines takes readers deep into the microscopic world to explore how these marvelous creatures made life on Earth possible--and how human life today would cease to exist without them.Paul Falkowski looks "under the hood" of microbes to find the engines of life, the actual working parts that do the biochemical heavy lifting for every living organism on Earth. With insight and humor, he explains how these miniature engines are built--and how they have been appropriated by and assembled like Lego sets within every creature that walks, swims, or flies. Falkowski shows how evolution works to maintain this core machinery of life, and how we and other animals are veritable conglomerations of microbes.A vibrantly entertaining book about the microbes that support our very existence, Life's Engines will inspire wonder about these elegantly complex nanomachines that have driven life since its origin. It also issues a timely warning about the dangers of tinkering with that machinery to make it more "efficient" at meeting the ever-growing demands of humans in the coming century.

    She finds that you cannot immunize your child, or yourself, from the world.In this bold, fascinating book, Biss investigates the metaphors and myths surrounding our conception of immunity and its implications for the individual and the social body. As she hears more and more fears about vaccines, Biss researches what they mean for her own child, her immediate community, America, and the world, both historically and in the present moment. She extends a conversation with other mothers to meditations on Voltaire's Candide, Bram Stoker's Dracula, Rachel Carson's Silent Spring, Susan Sontag's AIDS and Its Metaphors, and beyond.On Immunity is a moving account of how we are all interconnected-our bodies and our fates.

    But what happens when we take animal alteration a step further, engineering a cat that glows green under ultraviolet light or cloning the beloved family Labrador? Science has given us a whole new toolbox for tinkering with life. How are we using it?In Frankenstein's Cat, the journalist Emily Anthes takes us from petri dish to pet store as she explores how biotechnology is shaping the future of our furry and feathered friends. As she ventures from bucolic barnyards to a "frozen zoo" where scientists are storing DNA from the planet's most exotic creatures, she discovers how we can use cloning to protect endangered species, craft prosthetics to save injured animals, and employ genetic engineering to supply farms with disease-resistant livestock. Along the way, we meet some of the animals that are ushering in this astonishing age of enhancement, including sensor-wearing seals, cyborg beetles, a bionic bulldog, and the world's first cloned cat.Through her encounters with scientists, conservationists, ethicists, and entrepreneurs, Anthes reveals that while some of our interventions may be trivial (behold: the GloFish), others could improve the lives of many species-including our own. So what does biotechnology really mean for the world's wild things? And what do our brave new beasts tell us about ourselves?With keen insight and her trademark spunk, Anthes highlights both the peril and the promise of our scientific superpowers, taking us on an adventure into a world where our grandest science fiction fantasies are fast becoming reality.

    Four years in the writing, The Breakthrough is an "exciting read" about the discoveries which received the 2018 Nobel Prize winning discoveries in October, and a dramatic and exciting turning point in our relationship with a disease that has for too long defined us.For decades, scientists have puzzled over one of medicine's most confounding mysteries: Why doesn't our immune system recognize and fight cancer the way it does other diseases, like the common cold?As it turns out, the answer to that question can be traced to a series of tricks that cancer has developed to turn off normal immune responses-tricks that scientists have only recently discovered and learned to defeat. The result is what many are calling cancer's "penicillin moment," a revolutionary discovery in our understanding of cancer and how to beat it.In THE BREAKTHROUGH, Graeber guides readers through the revolutionary scientific research bringing immunotherapy out of the realm of the miraculous and into the forefront of twenty-first-century medical science. As advances in the fields of cancer research and the human immune system continue to fuel a therapeutic arms race among biotech and pharmaceutical research centers around the world, the next step-harnessing the wealth of new information to create modern and more effective patient therapies-is unfolding at an unprecedented pace, rapidly redefining our relationship with this all-too-human disease.Groundbreaking, riveting, and expertly told, THE BREAKTHROUGH is the story of the game-changing scientific discoveries that unleash our natural ability to recognize and defeat cancer, as told through the experiences of the patients, physicians, and cancer immunotherapy researchers who are on the front lines. This is the incredible true story of the race to find a cure, a dispatch from the life-changing world of modern oncological science, and a brave new chapter in medical history

    Amy chronicles her harrowing medical journey from the first misdiagnosis to her astonishing recovery after her heart transplant, which is made all the more dramatic by the romantic bedside courtship with her future husband, and her uncompromising desire to become a mother. She presents a patient's perspective of life after a heart transplant with honesty.

    With his classic Why We Get Sick, Dr. Randolph Nesse helped to establish the field of evolutionary medicine. Now he returns with a book that transforms our understanding of mental disorders by exploring a fundamentally new question. Instead of asking why certain people suffer from mental illness, Nesse asks why natural selection has left us all with fragile minds.Drawing on revealing stories from his own clinical practice and insights from evolutionary biology, Nesse shows how negative emotions are useful in certain situations, yet can become overwhelming. Anxiety protects us from harm in the face of danger, but false alarms are inevitable. Low moods prevent us from wasting effort in pursuit of unreachable goals, but they often escalate into pathological depression. Other mental disorders, such as addiction and anorexia, result from the mismatch between modern environment and our ancient human past. And there are good evolutionary reasons for sexual disorders and for why genes for schizophrenia persist. Taken together, these and many more insights help to explain the pervasiveness of human suffering, and show us new paths for relieving it by understanding individuals as individuals.

    Drawing on exclusive accounts from whistleblowers and regulators, as well as thousands of pages of confidential FDA documents, Eban reveals an industry where fraud is rampant, companies routinely falsify data, and executives circumvent almost every principle of safe manufacturing to minimize cost and maximize profit, confident in their ability to fool inspectors. Meanwhile, patients unwittingly consume medicine with unpredictable and dangerous effects.The story of generic drugs is truly global. It connects middle America to China, India, sub-Saharan Africa and Brazil, and represents the ultimate litmus test of globalization: what are the risks of moving drug manufacturing offshore, and are they worth the savings? A decade-long investigation with international sweep, high-stakes brinkmanship and big money at its core, Bottle of Lies reveals how the world’s greatest public-health innovation has become one of its most astonishing swindles.

    Geoffrey Kurland was a busy man. His work as a Pediatric Pulmonologist, caring for children with lung diseases such as cystic fibrosis and asthma, led to long hours on the wards at the University of California, Davis Medical Center. At the same time, he was in the midst of training for the Western States Endurance Run, a grueling 100-mile long footrace across the wilderness of the Sierra Nevada Mountains. His long training runs, the responsibilities of patient care and teaching, and relationships attempting to replace his departed girlfriend occupied most of his life. Dr. Kurland’s ordered world is suddenly turned upside-down when he is diagnosed with Hairy Cell Leukemia, a rare blood cancer with a low survival rate. His work, his running, and his friendships are altered by his struggle to survive. He finds he must undergo many of the procedures he performed on his patients, must endure surgery and chemotherapy, and must relinquish control of his life to his physicians, surgeons, and his disease. He learns first-hand what cannot be taught in medical school about the consuming power of a chronic illness and its treatment.Confronting his own mortality, Dr. Kurland is now the patient while remaining a physician and runner. With the support of his physicians at the Mayo Clinic, the University of California, and the University of Pittsburgh, he resolves to continue to live his life despite his potentially fatal disease. He discovers his personal inner strengths as well as weaknesses as he struggles to confront his illness and regain some of the control he lost to it. Along his nearly two and a half year journey, we follow Dr. Kurland as he endures surgical procedures, chemotherapy, and life-threatening complications of his illness. He emerges into remission with new inner strength and understanding of what it means to be a doctor. He also finds that he is still a runner, with the same goal, to run the 100 miles across the Sierra Mountains.REVIEWS: “Taut, dramatic, and intensely real…Very well written.” --Oliver Sacks, the best selling author of SEEING VOICES and HALLUCINATIONS"[MY OWN MEDICINE] should be required reading for every medical professional. Kurland never asks for sympathy or pity. [...] What comes through powerfully is his humanity, which his own bout with illnesses has clearly enhanced, and from which both his patients and his readers will benefit." --THE NEW YORK TIMES"While training as a pediatric pulmonologist, Kurland told a patient, 'I know how you feel'; years later, when he was diagnosed with a rare form of leukemia, he discovered just how untrue this was. [...] The way in which serious illness alters one's sense of self and of life is compellingly expressed in this energetic, nervy narrative, as Kurland's illness and eventual recovery collide with a host of profound shifts—a big career move, the death of a colleague, an unravelling relationship with his girlfriend, and a deepening one with his parents." --THE NEW YORKER"MY OWN MEDICINE is rich in detail, enhanced by the author's skillful handling of the narrative...The book depicts a man who, faced with the painful reality of his own mortality, acknowledges his condition and gears himself to face the challenge." --PITTSBURGH POST-GAZETTE
“The story of Kurland’s battle with a disease that almost took his life is compelling and poignant. Unlike other chroniclers of illness, however, Kurland is a physician caring for critically ill children. Perhaps it is inevitable that his observations on life, death, and suffering should be so informed by his work. The result is a narrative that is both unique and deeply insightful.

    Two ends of the same spectrum. And sometimes the only person standing between is a tired, overworked resident with personal problems of her own.Welcome to the world of Catching Babies. In the halls of a busy metropolitan teaching hospital, a group of OB/GYN doctors complete their residencies and embark on ambitious careers, all while trying to hold their lives together at the seams. Jay is running from a life he’s tried to leave behind, while Katie sacrifices everything she has to serve an endless parade of needy patients. Anna is out trying to save the world, while Tracy is trying to save twins dying in utero. Based on true stories from delivery rooms and labor decks, Catching Babies spins the doctors’ stories into a gripping mosaic of the obsessions, the anxieties, and the heroism of doctors who have chosen to preside over life’s greatest medical drama—high-risk childbirth.

    In The Viral Storm, award-winning biologist Nathan Wolfe tells the story of how viruses and human beings have evolved side by side through history; how deadly viruses like HIV, swine flu, and bird flu almost wiped us out in the past; and why modern life has made our species vulnerable to the threat of a global pandemic.Wolfe's research missions to the jungles of Africa and the rain forests of Borneo have earned him the nickname "the Indiana Jones of virus hunters," and here Wolfe takes readers along on his groundbreaking and often dangerous research trips—to reveal the surprising origins of the most deadly diseases and to explain the role that viruses have played in human evolution.In a world where each new outbreak seems worse than the one before, Wolfe points the way forward, as new technologies are brought to bear in the most remote areas of the world to neutralize these viruses and even harness their power for the good of humanity. His provocative vision of the future will change the way we think about viruses, and perhaps remove a potential threat to humanity's survival.