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 full pharmacopoeia of natural remedies for common ailments and injuries, it also contains sections on homeopathy for children and pets.It covers the history and use of homeopathy in the home. It covers a wide variety of aspects of illness and homeopathy and chapters cover the following:What is Homeopathy?A Homeopathic Physician at WorkYour Home Remedy KitWhat to Do for AccidentsIn Case of EmergencyHow to Prevent and Treat Colds, Coughs and EarachesRemedies for Stomach and Bowel ProblemsA Happier Baby with Homeopathic CareYour Growing ChildWhat Homeopathy Can Do for WomenKeeping Your Pets HealthyRemedies and their AbbreviationsMini-RepertoryMateria Medica

    The book shines much-needed light on this group of small nations, largely unnoticed by the industrialized West, that are dropping further and further behind the majority of the world's people, often falling into an absolute decline in living standards. A struggle rages within each of these nations between reformers and corrupt leaders--and the corrupt are winning. Collier analyzes the causes of failure, pointing to a set of traps that ensnare these countries, including civil war, a dependence on the extraction and export of natural resources, and bad governance. Standard solutions do not work, he writes; aid is often ineffective, and globalization can actually make matters worse, driving development to more stable nations. What the bottom billion need, Collier argues, is a bold new plan supported by the Group of Eight industrialized nations. If failed states are ever to be helped, the G8 will have to adopt preferential trade policies, new laws against corruption, new international charters, and even conduct carefully calibrated military interventions. Collier has spent a lifetime working to end global poverty. In The Bottom Billion, he offers real hope for solving one of the great humanitarian crises facing the world today.

    Old paradigms are being eclipsed by global forces of privatization and markets and new articulations of race, class, and urban space. These factors and more set the stage for Pauline Lipman's insightful analysis of the relationship between education policy and the neoliberal economic, political, and ideological processes that are reshaping cities in the United States and around the globe.Using Chicago as a case study of the interconnectedness of neoliberal urban policies on housing, economic development, race, and education, Lipman explores larger implications for equity, justice, and "the right to the city". She draws on scholarship in critical geography, urban sociology and anthropology, education policy, and critical analyses of race. Her synthesis of these lenses gives added weight to her critical appraisal and hope for the future, offering a significant contribution to current arguments about urban schooling and how we think about relations between neoliberal education reforms and the transformation of cities. By examining the cultural politics of why and how these relationships resonate with people's lived experience, Lipman pushes the analysis one step further toward a new educational and social paradigm rooted in radical political and economic democracy.

    This text is useful for principles of economics course, and a way to spark independent thinking and classroom discussions in political economy, public policy, and social issues courses. It illustrates students with the power of economics as a tool for analyzing issues.

    Critics everywhere have hailed this book as a classic in the making.

    It sounds crazy, but it has become one of the most influential and hotly debated policy ideas of our time. Futurists, radicals, libertarians, socialists, union representatives, feminists, conservatives, Bernie supporters, development economists, child-care workers, welfare recipients, and politicians from India to Finland to Canada to Mexico--all are talking about UBI.In this sparkling and provocative book, economics writer Annie Lowrey looks at the global UBI movement. She travels to Kenya to see how a UBI is lifting the poorest people on earth out of destitution, India to see how inefficient government programs are failing the poor, South Korea to interrogate UBI's intellectual pedigree, and Silicon Valley to meet the tech titans financing UBI pilots in expectation of a world with advanced artificial intelligence and little need for human labor.Lowrey examines the potential of such a sweeping policy and the challenges the movement faces, among them contradictory aims, uncomfortable costs, and, most powerfully, the entrenched belief that no one should get something for nothing. She shows how this arcane policy offers not only a potential answer for our most intractable economic and social problems, but also a better foundation for our society in this age of turbulence and marvels.

    Rodrik takes globalization's cheerleaders to task, not for emphasizing economics over other values, but for practicing bad economics and ignoring the discipline's own nuances that should have called for caution. He makes a case for a pluralist world economy where nation-states retain sufficient autonomy to fashion their own social contracts and develop economic strategies tailored to their needs. Rather than calling for closed borders or defending protectionists, Rodrik shows how we can restore a sensible balance between national and global governance. Ranging over the recent experiences of advanced countries, the eurozone, and developing nations, Rodrik charts a way forward with new ideas about how to reconcile today's inequitable economic and technological trends with liberal democracy and social inclusion.

    Physician, researcher, and award-winning science writer, Siddhartha Mukherjee examines cancer with a cellular biologist’s precision, a historian’s perspective, and a biographer’s passion. The result is an astonishingly lucid and eloquent chronicle of a disease humans have lived with - and perished from - for more than five thousand years. The story of cancer is a story of human ingenuity, resilience, and perseverance, but also of hubris, paternalism, and misperception. Mukherjee recounts centuries of discoveries, setbacks, victories, and deaths, told through the eyes of his predecessors and peers, training their wits against an infinitely resourceful adversary that, just three decades ago, was thought to be easily vanquished in an all-out “war against cancer.” The book reads like a literary thriller with cancer as the protagonist. From the Persian Queen Atossa, whose Greek slave cut off her malignant breast, to the nineteenth-century recipients of primitive radiation and chemotherapy to Mukherjee’s own leukemia patient, Carla, The Emperor of All Maladies is about the people who have soldiered through fiercely demanding regimens in order to survive—and to increase our understanding of this iconic disease. Riveting, urgent, and surprising, The Emperor of All Maladies provides a fascinating glimpse into the future of cancer treatments. It is an illuminating book that provides hope and clarity to those seeking to demystify cancer.

    Key Features: The Author Uses A Reader-Friendly, Narrative Style Making The Text Engaging And Accessible To A Broad Range Of Students. The Text Illustrates The Multidisciplinary Nature Of Public Health And The Complex Ethical And Political Issues Central To It. It Includes Discussions Of Epidemiological Investigation, Biomedical Research, Environmental Assessment, Analyses Of Individual And Group Behavior, Massive Data Collection Efforts, And Policy Developments. New To This Edition: New Discussions About U.S. Health Care Reform New Discussions Of The Globalization Of National Economies And Its Effect On The Health Of Populations Expanded Discussions On Health Disparities New Analysis Of What Went Wrong Just After Hurricane Katrina Updated Discussions Of Developments In Topics Such Are H1N1 Swine Flu, Hormone Replacement Therapy, FDA Regulation, HPV Vaccine Controversy Planning For Healthy People 2020 And Much More.

    DJ Jaffe blames the mental health industry and the government for shunning the 10 million adults who are the most seriously mentally ill--mainly those who suffer from schizophrenia and severe bipolar disorder--and, instead, working to improve -mental wellness- in 43 million others, many of whom are barely symptomatic. Using industry and government documents, scientific journals, and anecdotes from his thirty years of advocacy, Jaffe documents the insane consequences of these industry-driven policies: psychiatric hospitals for the seriously ill are still being closed; involuntary commitment criteria are being narrowed to the point where laws now require violence rather than prevent it; the public is endangered; and the mentally ill and their families are forced to suffer. Insane Consequences proposes smart, compassionate, affordable, and sweeping reforms designed to send the most seriously ill to the head of the line for services rather than to jails, shelters, prisons, and morgues. It lays out a road map to spend less on mental -health- and more on mental -illness---replace mission creep with mission control and return the mental health system to a focus on the most seriously ill. It is not money that is lacking; it's leadership. This book is a must-read for anyone who works in the mental health industry or cares about the mentally ill, violence, homelessness, incarceration, or public policy.

    Kennedy delivered an historic speech on mental illness and retardation. He described sweeping new programs to replace "the shabby treatment of the many millions of the mentally disabled in custodial institutions" with treatment in community mental health centers. This movement, later referred to as "deinstitutionalization," continues to impact mental health care. Though he never publicly acknowledged it, the program was a tribute to Kennedy's sister Rosemary, who was born mildly retarded and developed a schizophrenia-like illness. Terrified she'd become pregnant, Joseph Kennedy arranged for his daughter to receive a lobotomy, which was a disaster and left her severely retarded. Fifty years after Kennedy's speech, E. Fuller Torrey's book provides an inside perspective on the birth of the federal mental health program. On staff at the National Institute of Mental Health when the program was being developed and implemented, Torrey draws on his own first-hand account of the creation and launch of the program, extensive research, one-on-one interviews with people involved, and recently unearthed audiotapes of interviews with major figures involved in the legislation. As such, this book provides historical material previously unavailable to the public. Torrey examines the Kennedys' involvement in the policy, the role of major players, the responsibility of the state versus the federal government in caring for the mentally ill, the political maneuverings required to pass the legislation, and how closing institutions resulted not in better care - as was the aim - but in underfunded programs, neglect, and higher rates of community violence. Many now wonder why public mental illness services are so ineffective. At least one-third of the homeless are seriously mentally ill, jails and prisons are grossly overcrowded, largely because the seriously mentally ill constitute 20 percent of prisoners, and public facilities are overrun by untreated individuals. As Torrey argues, it is imperative to understand how we got here in order to move forward towards providing better care for the most vulnerable.

    Jeffrey Sachs—celebrated economist, special advisor to the Secretary General of the United Nations, and author of the influential bestseller The End of Poverty—disagrees.  In his view, poverty is a problem that can be solved. With single-minded determination he has attempted to put into practice his theories about ending extreme poverty, to prove that the world's most destitute people can be lifted onto "the ladder of development." In 2006, Sachs launched the Millennium Villages Project, a daring five-year experiment designed to test his theories in Africa. The first Millennium village was in Sauri, a remote cluster of farming communities in western Kenya. The initial results were encouraging. With his first taste of success, and backed by one hundred twenty million dollars from George Soros and other likeminded donors, Sachs rolled out a dozen model villages in ten sub-Saharan countries. Once his approach was validated it would be scaled up across the entire continent. At least that was the idea. For the past six years, Nina Munk has reported deeply on the Millennium Villages Project, accompanying Sachs on his official trips to Africa and listening in on conversations with heads-of-state, humanitarian organizations, rival economists, and development experts. She has immersed herself in the lives of people in two Millennium villages: Ruhiira, in southwest Uganda, and Dertu, in the arid borderland between Kenya and Somalia. Accepting the hospitality of camel herders and small-hold farmers, and witnessing their struggle to survive, Munk came to understand the real-life issues that challenge Sachs's formula for ending global poverty.  The Idealist is the profound and moving story of what happens when the abstract theories of a brilliant, driven man meet the reality of human life.

    calls "The coolest little startup in America." While a freshman at Princeton, Tom Szaky co- founded a company that recycles garbage into worm poop, liquefies it, then packages it in used soda bottles, creating TerraCycle Plant Food. Five years later, this all-natural, highly effective fertilizer is available in every Home Depot, Target,Wal?Mart, and more than 3000 other locations. It's a thrilling entrepreneurial success story-and just the beginning of what makes Revolution in a Bottle fascinating. Szaky argues for a new approach to business, an "ecocapitalism" based on a "triple bottom line." Every business, he says, should aspire to be good for people, good for the environment, and (last but definitely not least) good for profits. He shows how the first two goals can help the third. Many companies brag about being environmentally-friendly. But no one does it as effectively as TerraCycle. Now they're also reusing garbage to create new products, from bird feeders to tote bags, and even engaging major companies like Kraft and General Mills to sponsor their waste streams. In the spirit of TerraCycle, this book will be printed on 100% recycled materials. About the Cover: This may look like a book jacket, but it's actually your very own upcycling container. Tom Szaky, founder of TerraCycle, is dedicated to eliminating the concept of waste. His firm works with other companies to collect and reuse nonrecyclable packaging and upcycle it into eco-friendly affordable products. And they want your help. One such company is Bear Naked(r), an all-natural food and lifestyle brand that has partnered with Terra-Cycle to operate the Bear Naked(r) Bag Brigade. This free program makes a donation to a school or nonprofit for every bag a participant collects. Now you can join in by using your book jacket as an envelope. See the back flap for instructions-it's easy. Then fill it with a used Bear Naked(r) granola bag and drop it in a mailbox to become a part of TerraCycle's eco- revolution! Bear Naked(r) will even donate $1 to plant a tree in American Forests, up to $5,000. Offer expires 12/31/09 or after the first 25,000 copies are sold, whichever comes first.

    In the years that followed, as Wall Street boomed and financial wheeler-dealers made vast profits, the international crises of the 1990s faded from memory. But now depression economics has come to America: when the great housing bubble of the mid-2000s burst, the U.S. financial system proved as vulnerable as those of developing countries caught up in earlier crises and a replay of the 1930s seems all too possible. In this new, greatly updated edition of The Return of Depression Economics, Krugman shows how the failure of regulation to keep pace with an increasingly out-of-control financial system set the United States, and the world as a whole, up for the greatest financial crisis since the 1930s. He also lays out the steps that must be taken to contain the crisis, and turn around a world economy sliding into a deep recession. Brilliantly crafted in Krugman's trademark style--lucid, lively, and supremely informed--this new edition of The Return of Depression Economics will become an instant cornerstone of the debate over how to respond to the crisis.