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.

    This was the world of medicine when Thomas Dent Mütter began his trailblazing career as a plastic surgeon in Philadelphia during the middle of the nineteenth century.Although he died at just forty-eight, Mütter was an audacious medical innovator who pioneered the use of ether as anesthesia, the sterilization of surgical tools, and a compassion-based vision for helping the severely deformed, which clashed spectacularly with the sentiments of his time.   Brilliant, outspoken, and brazenly handsome, Mütter was flamboyant in every aspect of his life. He wore pink silk suits to perform surgery, added an umlaut to his last name just because he could, and amassed an immense collection of medical oddities that would later form the basis of Philadelphia’s Mütter Museum. Cristin O’Keefe Aptowicz chronicles how Mütter’s efforts helped establish Philadelphia as a global mecca for medical innovation—despite intense resistance from his numerous rivals.

    By the middle of the twentieth century, it was killing millions and, as with the Black Death centuries before, physicians stood helpless. Visionaries, though, had begun to make strides earlier. On September 7, 1895, Ludwig Rehn successfully sutured the heart of a living man with a knife wound to the chest for the first time. In 1929, Dr. Werner Forssman inserted a cardiac catheter in his own arm and forced the X-ray technician on duty to take a photo as he successfully threaded it down the vein into his own heart . . . and lived. And on June 6, 1944 D-Day another momentous event occurred far from the Normandy beaches: Dr. Dwight Harken sutured the shrapnel-injured heart of a young soldier and saved his life, and thus the term "cardiac surgeon" was born. In "The Heart Healers," James Forrester, MD, tells the story of these rebels and the risks they took with their own lives and the lives of others to heal the most elemental of human organs: the heart. The result is a compelling chronicle of a disease and its cure, a disease that is still with us, but one that is slowly being worn away by the "Heart Healers."

    We live in an era of continuous healthcare reforms, many of which focus on high volume, efficiency, and cost-effectiveness. This compelling, thoughtful book is the response of a practicing psychiatrist who explains how population-based reforms have diminished the relationship between doctors and patients, to the detriment of both. As an antidote to failed reforms and an alternative to stubbornly held traditions, Dr. Abraham M. Nussbaum suggests ways that doctors and patients can learn what it means to be ill and to seek medical assistance.   Using a variety of riveting stories from his own and others’ experiences, the author develops a series of metaphors to explore a doctor’s role in different healthcare reform scenarios: scientist, technician, author, gardener, teacher, servant, and witness. Each role influences what a physician sees when examining a person as a patient. Dr. Nussbaum cautions that true healthcare reform can happen only when those who practice medicine can see, and be seen by, their patients as fellow creatures. His memoir makes a hopeful appeal for change, and his insights reveal the direction that change must take.

    Lara, a superstar nurse who tries to battle her way back from a near-ruinous prescription-drug addiction. The outspoken but compassionate Juliette, a fierce advocate for her patients. And Sam, a first-year nurse, struggling to find her way in a gossipy mean-girl climate she likens to “high school, except for the dying people.”The result is a riveting page-turner, insightful and thought-provoking, that will leave readers feeling smarter about their healthcare and undeniably appreciative of the incredible nurses who provide it.

    Brilliant, driven, but haunted by demons, William Stewart Halsted took surgery from a horrific, dangerous practice to what we now know as a lifesaving art. Halsted was born to wealth and privilege in New York City in the mid-1800s. He attended the finest schools, but he was a mediocre student. His academic interests blossomed at medical school and he quickly became a celebrated surgeon. Experimenting with cocaine as a local anesthetic, he became addicted. He was hospitalized and treated with morphine to control his craving for cocaine. For the remaining 40 years of his life he was addicted to both drugs.Halsted resurrected his career at Johns Hopkins, where he became the first chief of surgery. Among his accomplishments, he introduced the residency training system, the use of sterile gloves, the first successful hernia repair, radical mastectomy, fine silk sutures, and anatomically correct surgical technique. Halsted is without doubt the father of modern surgery, and his eccentric behavior, unusual lifestyle, and counterintuitive productivity in the face of lifelong addiction make his story unusually compelling.Gerald Imber, a renowned surgeon himself, evokes Halsted's extraordinary life and achievements and places them squarely in the historical and social context of the late 19th century. The result is an illuminating biography of a complex and troubled man, whose genius we continue to benefit from today.

    Communities where heroin had never been seen before—from Charlotte, NC and Huntington, WVA, to Salt Lake City and Portland, OR—were overrun with it. Local police and residents were stunned. How could heroin, long considered a drug found only in the dense, urban environments along the East Coast, and trafficked into the United States by enormous Colombian drug cartels, be so incredibly ubiquitous in the American heartland? Who was bringing it here, and perhaps more importantly, why were so many townspeople suddenly eager for the comparatively cheap high it offered?With the same dramatic drive of El Narco and Methland, Sam Quinones weaves together two classic tales of American capitalism: The stories of young men in Mexico, independent of the drug cartels, in search of their own American Dream via the fast and enormous profits of trafficking cheap black-tar heroin to America’s rural and suburban addicts; and that of Purdue Pharma in Stamford, Connecticut, determined to corner the market on pain with its new and expensive miracle drug, Oxycontin; extremely addictive in its own right. Quinones illuminates just how these two stories fit together as cause and effect: hooked on costly Oxycontin, American addicts were lured to much cheaper black tar heroin and its powerful and dangerous long-lasting high. Embroiled alongside the suppliers and buyers are DEA agents, local, small-town sheriffs, and the US attorney from eastern Virginia whose case against Purdue Pharma and Oxycontin made him an enemy of the Bush-era Justice Department, ultimately stalling and destroying his career in public service.Dreamland is a scathing and incendiary account of drug culture and addiction spreading to every part of the American landscape.

    Personal, poignant, and meticulously precise, these stories evoke Chekhov, Maugham, and William Carlos Williams, admitting readers to the beating heart of medicine. Internal Medicine is an account of what it means to be a doctor, to be mortal, and to be human.

    He lifts the lid on government targets that led to poor patient care. He reveals the level of alcohol-related injuries that often bring the service to a near standstill. He shows just how bloody hard it is to look after the people who turn up at the hospital door.But he also shares the funny side - the unusual ‘accidents’ that result in with weird objects inserted in places they really should have ended up - and also the moving, tragic and heartbreaking.It really is an unforgettable read.

    Inside the world of emergency dispatch, tragedy, boredom, and mind-bending weirdness are constant companions.

    For each body system, broad coverage of anatomy, physiology, pathology, diagnostic procedures, treatment procedures, and pharmacology is provided. The author emphasizes both terms built from Latin and Greek word parts, and modern English terms, helping students develop a full working word part vocabulary they can use to interpret any new term. This edition contains many new terms, and has been reorganized for more efficient learning. To eliminate confusion, Word Building tables have been removed from each chapter and the terms have been distributed throughout the pathology, diagnostic procedure, and treatment procedure tables, where they are more immediately relevant to students. Note: This ISBN is just the standalone book, if the customer wants the book/access card order the ISBN below; 133962032 / 9780133962031 Medical Terminology: A Living Language PLUS MyMedicalTerminologyLab with Pearson etext -- Access Card Package Package consists of: 0132843471 / 9780132843478 Medical Terminology: A Living Language 0133936236 / 9780133936230 MyMedicalTerminologyLab with Pearson etext - Access Card - Medical Terminology A Living Language

    At his death last spring, Roueche left behind seven new narratives that have never been published in book form. This book collects these works along with one earlier classic--all relating true tales of strange illnesses, rare diseases, and the brilliant minds who race to understand and conquer them.

    Written in a concise, bulleted outline format, this well-illustrated text offers 500 USMLE-style review questions, answers, and explanations and features comprehensive content and upgraded USMLE Step 1 information.

    A Paramedic's Diary is his gripping, blow-by-blow account of a year on the streets - 12 roller-coaster months of enormous highs and tragic lows. One day he'll save a young mother's life as she gives birth, the next he might watch a young girl die on the tarmac in front of him after a hit-and-run. His is a world of hoax calls, drunks and druggies, terrorist bombings and gangland shootings. A gripping, entertaining and often amusing read. About the author:Stuart Gray has been a guest on Saturday Live on Radio 4 and the Simon Mayo Show and the Donal MacIntyre Show on Radio Five Live.He has also appeared on TV in Bizarre ER. The Times named him one of the 40 Bloggers who really count and said that he 'encounters more blood-curdling drama on a single shift than most people would in a year' and that his writing is 'compelling and plainly written.'

    It killed more people in twenty-four months than AIDS killed in twenty-four years, more in a year than the Black Death killed in a century. But this was not the Middle Ages, and 1918 marked the first collision of science and epidemic disease. Magisterial in its breadth of perspective and depth of research and now revised to reflect the growing danger of the avian flu, The Great Influenza is ultimately a tale of triumph amid tragedy, which provides us with a precise and sobering model as we confront the epidemics looming on our own horizon. John M. Barry has written a new afterword for this edition that brings us up to speed on the terrible threat of the avian flu and suggest ways in which we might head off another flu pandemic.