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.

    But starting in the late 1990s, shocking reports emerged that showed this was far from the truth. Treatment-related deaths or “complications” were found to be the fifth leading cause of death for Americans, and hundreds of thousands of patients were being harmed by botched medical procedures.Spurred by the quality crisis, a group of visionary physicians led by Donald Berwick and Paul Batalden embarked on a study of industrial “quality improvement” techniques, daring to apply them to the practice of medicine despite resistance from the medical community. The Best Practice tells the story of this burgeoning movement, and of how the medical landscape is being radically transformed—for the better.

    Way back, the women went to Catholic school together and collaborated on racy letters to a soldier in Vietnam who thought they were much older than seventh graders—a ruse that typifies later shenanigans, usually brought on by red-headed Colleen, a self-proclaimed “Celtic warrior.”After ditching Colleen’s car to collect the insurance, they drive from one unexpected event to the next in Big Blue, MK’s Buick clunker with a St. Christopher statue glued to the dash. The glow-in-the-dark icon guides them past the farm debris, mine ruins, and fracking waste of the northern brow of Appalachia. Yet their world is not a dystopia. Rather, MK and Colleen show why, amid all the desperation, there is still a community of hope, filled with people looking out for their neighbors and with survivors who offer joy, laughter, and good will.

    Eric Goodman’s visionary approach to mindful movement corrects the complacent adaptations that lead to back and joint pain, and teaches us to harness the body’s natural movement patterns into daily activities to make us fit, healthy and pain free.Our sedentary lifestyle has led to an epidemic of chronic pain. By adapting to posture and movement that have us out of balance—including sitting all day at a keyboard, tilting our heads forward to look at our phones—we consistently compromise our joints, give our organs less room to function, and weaken our muscles. How we hold and live in our bodies is fundamental to our overall health, and the good news is that we all hold the key to a healthier body. Dr. Goodman has spent years studying human physiology and movement. He has trained world-class athletes for better performance and he has healed people of all ages and occupations from life-long debilitating pain. His theory of self-healing is now available to everyone. His practical program trains the posterior muscle chain—shoulders, back, butt, and legs—shifting the burden of support away from joints and putting it back where it belongs: into large muscle groups.With helpful diagrams and color photographs, Dr. Goodman shows readers how to successfully integrate these powerful movements into everyday life—from playing with the kids to washing dishes to long hours in the office—transforming ordinary physical actions into active and mindful movements that help to eliminate pain, up your game, or simply feel more energetic. True to Form shows you how to move better, breathe better, and get back to using your body the way nature intended.

    After highlighting the benefits of Lean methods for patients, employees, physicians, and the hospital itself, he explains how Lean manufacturing staples such as Value Stream Mapping and process observation can help hospital personnel identify and eliminate waste in their own processes -- effectively preventing delays for patients, reducing wasted motion for caregivers, and improving the quality of care.Additionally, Graban describes how Standardized Work and error-proofing can prevent common hospital errors and details root cause problem-solving and daily improvement processes that can engage all personnel in systemic improvement. A unique guide for healthcare professionals, Lean Hospitals clearly elaborates the steps they can take to begin the proactive process of Lean implementation.The book has an accompanying website with more information.Mark Graban was quoted in a July 2010 New York Times article about lean hospitals.*Given the increase in candidates from the health services sector, the Lean Certification and Oversight Appeals committee has approved Lean Hospitals by Mark Graban as recommended reading in pursuit of the Lean Bronze Certification exam.Mark Graban speaks about his book on the CRC Press YouTube channel.

    In this book, he shows you how he reached 95 years old, the most important foods to help you keep trim and healthy, and exercises that can keep you strong, supple and limber.

    LOS ANGELES TIMES BESTSELLER * NATIONAL BESTSELLERWeaving together storytelling, practical tips and inspiration, the book will teach you how to put the five fearless principles to work so that you too can spark the sorts of remarkable breakthroughs that can impact the world. Philanthropist, investor, and technology pioneer Jean Case brings to life the five Be Fearless principles common to the people and organizations that bring about transformational change. When National Geographic Chairman Jean Case set out to investigate the core qualities of great change makers, past and present, from inventors to revolutionaries, she found five surprising traits they all had in common. These weren’t wealth, privilege, or even genius. What all of these exceptional men and women shared was that they had chosen to make a “big bet,” take bold risks, learn from their failures, reach beyond their bubbles, and let urgency conquer fear. Throughout Be Fearless, Jean vividly illustrates these principles through storytelling—from her own transformational life experiences, to Jane Goodall’s remarkable breakthroughs in understanding and protecting chimpanzees, to celebrity chef José Andrés’ decision to be a “first responder” and take his kitchen to the sites of devastating hurricanes to feed the hungry, to Madame C.J. Walker’s vision to build a hair care empire that would employ thousands across the country, and more. She shares new insights to stories you might think you know—like Airbnb’s tale of starting from scratch to transform the hospitality industry, to John F. Kennedy’s history-making moonshot—and gems from changemakers you’ve never heard of.

    Packed with the most effective skills for assessing and treating anxiety, this workbook can be used alone or as a supplement to therapy to help you develop a full arsenal of skills for quieting worried thoughts and putting yourself back in control.This new edition has been thoroughly updated with the latest anxiety research and medications, and also includes new therapeutic techniques that have been proven effective for the treatment of anxiety and anxiety-related conditions. Each worksheet in this book will help you learn the skills you need to manage your anxiety and start living more freely than you ever thought possible. With this workbook, you'll learn a range of proven methods for overcoming anxiety, such as relaxation and breathing techniques, challenging negative self-talk and mistaken beliefs, and imagery and real-life desensitization. In addition, you will learn how to make lifestyle, nutrition, and exercise changes and cultivate skills for preventing and coping with and preventing panic attacks.

    ______________A beautiful vegan cookbook for anyone looking to try a plant-based diet, from the creator of the popular website and Instagram Nom Yourself and vegan chef to the stars. Divided into chapters on Homemade staples, Sauces, dips & dressings, Breakfast, Appetisers, Soups & Salads, Sandwiches, Pasta, Entrees, Sides, Desserts, there's something for every occasion and craving.Delicious and easy recipes include: · SWEET POTATO WAFFLE SANDWICH · HALF-BAKED MACARONI AND CHEESE· CREAMY BASIL TOMATO SPAGHETTI WITH KALE· MUSHROOM CAULIFLOWER HARISSA PAELLA · SESAME TOFU TACOS· GINGERBREAD FRENCH TOAST Nom Yourself will prove that eating vegan is both delicious and easy.

    What these people don’t understand is how exhausting it feels to make it look that way. The pressure to keep it all going is intense. You feel unfulfilled and don’t believe you measure up to others. You’re constantly searching for the secret to experience confidence in your own skin. Despite your have-it-all-together life, you can’t figure out how to accept or perfect yourself. You’ve tried diets, intense exercise, shopping, and stuffing brownies in your face. Yet nothing fills the hole deep inside, and you worry, Will I ever be enough? You’ve come to the right place. In Letting Go of Leo, Simi Botic gets personal about what she’s experienced and learned. She shares stories about eating a jar of peanut butter without choking to death. Stories about her thighs rubbing together. Stories of living a fantasy where she would marry Leo DiCaprio and win an Oscar. Stories of realizing that real life can be better than any fantasy, that she could show up for the good stuff and the hard stuff and, most importantly, for herself. Simi used to freak out about food, her body, and not being perfect enough. She freaks out a lot less now. In Letting Go of Leo, she shares how she broke up with perfection—and how you can too.

    What surfaced was terrifying: she was inhabited by 'the Troops'-92 individual personalities. This groundbreaking true story is made all the more extraordinary in that it was written by the Troops themselves. What they reveal is a spellbinding descent into a personal hell-and an ultimate deliverance for the woman they became.

    Richard Rhodes follows virus hunters on three continents as they track the emergence of a deadly new brain disease that first kills cannibals in New Guinea, then cattle and young people in Britain and France—and that has already been traced to food animals in the United States. In a new afterword for the paperback, Rhodes reports the latest US and worldwide developments of a burgeoning global threat.

    The environment around us is far too powerful, stimulating, addicting, and stressful to overcome by white knuckling. The only way to stop just surviving and learn to truly thrive in today’s world is to proactively shape your environment. That’s the premise of Willpower Doesn’t Work by Medium.com’s most-read writer, Benjamin Hardy. Building on copious existing research, as well as his own experience of growing up in a broken family afflicted by addiction and drug use, Hardy explains how people can change their lives on every level by making small, impactful changes in their environment like:* Creating “enriched environments”–using tougher challenges and personal investment to force yourself to rise to the occasion.* Growing into your goals-creating multiple layers of accountability to ensure you stay on track.* Becoming the teacher-stepping into a leadership role (even before you think you’re ready) to accelerate your skill development and commitment.* Rotating your environments-getting out of your rut by literally changing your physical surroundings throughout the day or week.From simple steps like removing things that conflict with your values (like junk food, junk media, even junk people), to incorporating new tools (like fasting or embedding “positive triggers” to avoid self-sabotage), these strategies are how you proactively shape your surroundings so you can consciously evolve into the person you want to become.

    Now he brings his insight into the workplace, in a book sure to change the shape of business for decades to come.In Working with Emotional Intelligence, Goleman reveals the skills that distinguish star performers in every field, from entry-level jobs to top executive positions. He shows that the single most important factor is not IQ, advanced degrees, or technical expertise, but the quality Goleman calls emotional intelligence. Self-awareness, self-confidence, and self-control; commitment and integrity; the ability to communicate and influence, to initiate and accept change--these competencies are at a premium in today's job market. The higher up the leadership ladder you go, the more vital these skills become, often influencing who is hired or fired, passed over or promoted. As Goleman shows, we all possess the potential to improve our emotional intelligence--at any stage in our career. He provides guidelines for cultivating these capabilities--and also explains why corporate training must change if it is to be effective.

    He puts forth his thesis with a rhetorical style that is passionate, logical, and laden with examples and illustrations.” ForeWord Magazine“Weapons of Mass Instruction is probably his best yet. Gatto’s storytelling skill shines as he relates tales of real people who fled the school system and succeeded in spite of the popular wisdom that insists on diplomas, degrees and credentials. If you are just beginning to suspect there may be a problem with schooling (as opposed to educating as Gatto would say), then you’ll not likely find a better expose of the problem than Weapons of Mass Instruction.” Cathy Duffy Reviews"In this book, the noisy gadfly of U.S. education takes up the question of damage done in the name of schooling. Again he touches on many of the same questions and finds the same answers.  Gatto is a bold and compelling critic in a field defined by politic statements, and from the first pages of this book he takes even unwilling readers along with him. In Weapons of Mass Instruction, he speaks movingly to readers' deepest desires for an education that taps their talents and frees frustrated ambitions. It is a challenging and extraordinary book that is a must read for anyone navigating their way through the school system." - Ria Julien - Winnipeg Free PressJohn Taylor Gatto’s Weapons of Mass Instruction focuses on mechanisms of familiar schooling that cripple imagination, discourage critical thinking, and create a false view of learning as a by-product of rote-memorization drills. Gatto’s earlier book, Dumbing Us Down, put that now-famous expression of the title into common use worldwide. Weapons of Mass Instruction promises to add another chilling metaphor to the brief against schooling.Here is a demonstration that the harm school inflicts is quite rational and deliberate, following high-level political theories constructed by Plato, Calvin, Spinoza, Fichte, Darwin, Wundt, and others, which contend the term “education” is meaningless because humanity is strictly limited by necessities of biology, psychology, and theology. The real function of pedagogy is to render the common population manageable.Realizing that goal demands that the young be conditioned to rely upon experts, remain divided from natural alliances, and accept disconnections from the experiences that create self-reliance and independence.Escaping this trap requires a different way of growing up, one Gatto calls “open source learning.” In chapters such as “A Letter to Kristina, my Granddaughter”; “Fat Stanley”; and “Walkabout:London,” this different reality is illustrated.John Taylor Gatto taught for thirty years in public schools before resigning from school-teaching in the op-ed pages of The Wall Street Journal during the year he was named New York State’s official Teacher of the Year. Since then, he has traveled three million miles lecturing on school reform.