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.

    Do you know where your sugar is coming from?Most likely everywhere. Sure, it's in ice cream and cookies, but what scared Eve O. Schaub was the secret world of sugar--hidden in bacon, crackers, salad dressing, pasta sauce, chicken broth, and baby food.With her eyes open by the work of obesity expert Dr. Robert Lustig and others, Eve challenged her husband and two school-age daughters to join her on a quest to eat no added sugar for an entire year.Along the way, Eve uncovered the real costs of our sugar-heavy American diet--including diabetes, obesity, and increased incidences of health problems such as heart disease and cancer. The stories, tips, and recipes she shares throw fresh light on questionable nutritional advice we've been following for years and show that it is possible to eat at restaurants and go grocery shopping--with less and even no added sugar.Year of No Sugar is what the conversation about "kicking the sugar addiction" looks like for a real American family--a roller coaster of unexpected discoveries and challenges.

    You might even be worried that these lapses in memory could be an early sign of Alzheimer's or dementia. In reality, for the vast majority of us, these examples of forgetting are completely normal. Why? Because while memory is amazing, it is far from perfect. Our brains aren't designed to remember every name we hear, plan we make, or day we experience. Just because your memory sometimes fails doesn't mean it's broken or succumbing to disease. Forgetting is actually part of being human. In Remember, neuroscientist and acclaimed novelist Lisa Genova delves into how memories are made and how we retrieve them. You'll learn whether forgotten memories are temporarily inaccessible or erased forever and why some memories are built to exist for only a few seconds (like a passcode) while others can last a lifetime (your wedding day). You'll come to appreciate the clear distinction between normal forgetting (where you parked your car) and forgetting due to Alzheimer's (that you own a car). And you'll see how memory is profoundly impacted by meaning, emotion, sleep, stress, and context. Once you understand the language of memory and how it functions, its incredible strengths and maddening weaknesses, its natural vulnerabilities and potential superpowers, you can both vastly improve your ability to remember and feel less rattled when you inevitably forget. You can set educated expectations for your memory, and in doing so, create a better relationship with it. You don't have to fear it anymore. And that can be life-changing.

    For over seventy years, since the manufacture of penicillin in 1943, we have survived extraordinary operations and life threatening conditions. We are so familiar with these wonder drugs that we take them for granted. The truth is that we have been abusing them, as patients, as doctors, as travellers, in our food.No new class of antibacterial has been discovered for over twenty-six years and the bugs are fighting back. If we do not take responsibility now, in a few decades we may start dying from the most commonplace of operations and ailments that can today be treated easily. This penguin special, by Professor Dame Sally C. Davies, the Chief Medical Officer for England, is vital in raising awareness for the future health of out children and our grandchildren.

    Bennet Omalu, the pathologist who made one of the most significant medical discoveries of the twenty-first century, a discovery that challenges the existence of America’s favorite sport and puts Omalu in the crosshairs of football’s most powerful corporation: the NFL. Jeanne Marie Laskas first met the young forensic pathologist Dr. Bennet Omalu in 2009, while reporting a story for GQ that would go on to inspire the movie Concussion. Omalu told her about a day in September 2002, when, in a dingy morgue in downtown Pittsburgh, he picked up a scalpel and made a discovery that would rattle America in ways he’d never intended. Omalu was new to America, chasing the dream, a deeply spiritual man escaping the wounds of civil war in Nigeria. The body on the slab in front of him belonged to a fifty-year-old named Mike Webster, aka “Iron Mike,” a Hall of Fame center for the Pittsburgh Steelers, one of the greatest ever to play the game. After retiring in 1990, Webster had suffered a dizzyingly steep decline. Toward the end of his life, he was living out of his van, tasering himself to relieve his chronic pain, and fixing his rotting teeth with Super Glue. How did this happen?, Omalu asked himself. How did a young man like Mike Webster end up like this? The search for answers would change Omalu’s life forever and put him in the crosshairs of one of the most powerful corporations in America: the National Football League. What Omalu discovered in Webster’s brain—proof that Iron Mike’s mental deterioration was no accident but a disease caused by blows to the head that could affect everyone playing the game—was the one truth the NFL wanted to ignore.   Taut, gripping, and gorgeously told, Concussion is the stirring story of one unlikely man’s decision to stand up to a multibillion-dollar colossus, and to tell the world the truth.  Advance praise for Concussion “A gripping medical mystery and a dazzling portrait of the young scientist no one wanted to listen to . . . a fabulous, essential read.”—Rebecca Skloot, author of The Immortal Life of Henrietta Lacks“The story of Dr. Bennet Omalu’s battle against the NFL is classic David and Goliath stuff, and Jeanne Marie Laskas—one of my favorite writers on earth—makes it as exciting as any great courtroom or gridiron drama. A riveting, powerful human tale—and a master class on how to tell a story.”—Charles Duhigg, author of The Power of Habit   “Bennet Omalu forced football to reckon with head trauma. The NFL doesn’t want you to hear his story, but Jeanne Marie Laskas makes it unforgettable. This book is gripping, eye-opening, and full of heart.”—Emily Bazelon, author of Sticks and Stones

     Elinor Cleghorn became an unwell woman ten years ago. She was diagnosed with an autoimmune disease after a long period of being told her symptoms were anything from psychosomatic to a possible pregnancy. As Elinor learned to live with her unpredictable disease she turned to history for answers, and found an enraging legacy of suffering, mystification, and misdiagnosis.In Unwell Women, Elinor Cleghorn traces the almost unbelievable history of how medicine has failed women by treating their bodies as alien and other, often to perilous effect. The result is an authoritative and groundbreaking exploration of the relationship between women and medical practice, from the wandering womb of Ancient Greece to the rise of witch trials across Europe, and from the dawn of hysteria as a catchall for difficult-to-diagnose disorders to the first forays into autoimmunity and the shifting understanding of hormones, menstruation, menopause, and conditions like endometriosis.Packed with character studies and case histories of women who have suffered, challenged, and rewritten medical orthodoxy--and the men who controlled their fate--this is a revolutionary examination of the relationship between women, illness, and medicine. With these case histories, Elinor pays homage to the women who suffered so strides could be made, and shows how being unwell has become normalized in society and culture, where women have long been distrusted as reliable narrators of their own bodies and pain. But the time for real change is long overdue: answers reside in the body, in the testimonies of unwell women--and their lives depend on medicine learning to listen.

    They shine a light on what it really feels like when your world shatters and how they found hope in the deepest despair.Best friends since they met at university, Kerry and Pat had no idea that thirty years later, they’d need every ounce of their friendship to survive. In 2017, their worlds came crashing down when their teenage sons were both diagnosed with life-threatening illnesses within weeks of each other.During the following rollercoaster months, Kerry and Pat regularly snatched time to message each other – often with black humour – providing a momentary refuge from their frightening realities. Together these two ordinary mums found a way to survive their extraordinary challenges and to navigate a new normal in an alien and isolating world. With raw honesty, they share the things they’ve learnt and what they wish they’d known – from how to tame raging mother guilt to restoring their natural optimism in the aftershock of tragedy.In this profoundly moving book, Kerry and Pat take readers on a very personal exploration of the universal experiences of grief and loss, love and friendship that connect us all. Like a wise companion offering comfort, Take My Hand is a lifeline both to those overwhelmed by heartbreak and for friends and family who don’t know how to help. Most of all, it’s a powerful reminder that no matter how difficult life gets, you are not alone.

    Full of inspiration and ideas, how-tos and recipes to help you experience the very best of Scandinavian design, philosophy, cookery and culture, this honest behind-the-scenes look at the culture provides an invaluable insight into the wonderful and visually stunning world of  Scandinavia. Like her viking ancestors before her, Brontë Aurell left Denmark to explore the world beyond home shores and in her travels has come to understand the fascination with her kinfolk, as well as seeing the idiosyncrasies of the Scandinavian lifestyle that locals take for granted. With a signature wit and a keen eye for detail, she takes you on a journey through fjords and mountains, farmlands and cities to better understand these three nations and what makes each one so unique. So get outdoors, learn the life lesson that there's no such thing as bad weather (only bad clothing) and you may discover your inner Scandi sooner than you think.

    But one day, he noticed a troubling weakness in his hand. At first, he brushed it off as carpal tunnel syndrome, but after a week of neurological exams and two MRIs, he learned the cause of the problem: amyotrophic lateral sclerosis, better known as ALS or Lou Gehrig’s disease. At age thirty-two, Ady was given just three to four years to live. Yet despite the devastating diagnosis, he refused to let his remaining days go to waste. Eyes to the Wind is a rousing memoir featuring intertwining storylines about determination, perseverance, and how to live a life filled with purpose and intention. The first traces Ady’s battle with ALS: how he turned the initial shock and panic from his diagnosis into a renewed commitment to social justice—not despite his disability but because of it. The second, told in flashbacks, illustrates Ady’s journey from a goofy political nerd to a prominent figure in the enduring fight for equity and justice whose “selfless activism fighting to make health care a right should be an inspiration to us all” (Senator Bernie Sanders). From one of today’s most vocal advocates for social justice, Eyes to the Wind’s “primary question is existential: how to live when you are dying? Barkan’s answer is to share, open up, act, and capital-R Resist, and his memoir, clearly and candidly written, establishes a legacy” (Booklist).

    Using his own research and experiences throughout the world, Lieberman recounts without jargon how and why humans evolved to walk, run, dig, and do other necessary and rewarding physical activities while avoiding needless exertion.Exercised is entertaining and enlightening but also constructive. As our increasingly sedentary lifestyles have contributed to skyrocketing rates of obesity and diseases such as diabetes, Lieberman audaciously argues that to become more active we need to do more than medicalize and commodify exercise.Drawing on insights from evolutionary biology and anthropology, Lieberman suggests how we can make exercise more enjoyable, rather than shaming and blaming people for avoiding it. He also tackles the question of whether you can exercise too much, even as he explains why exercise can reduce our vulnerability to the diseases mostly likely to make us sick and kill us.

    In this searing nonfiction graphic novel, Box Brown sets his sights on this timely topic.Mexico, 1519 CE. During the Spanish conquests Cortés introduced hemp farming as part of his violent colonial campaign. In secret, locals began cultivating the plant for consumption. It eventually made its way to the United States through the immigrant labor force where it was shared with black laborers. It doesn't take long for American lawmakers to decry cannabis as the vice of "inferior races."Enter an era of propaganda designed to feed a moral panic about the dangers of a plant that had been used by humanity for thousands of years. Cannabis was given a schedule I classification, which it shared with drugs like heroin. This opened the door for a so-called “war on drugs” that disproportionately targeted young black men, leaving hundreds of thousands in prison, many for minor infractions. With its roots in "reefer madness" and misleading studies into the effects of cannabis, America’s complicated and racialized relationship with marijuana continues to this day. In Cannabis, Box Brown delves deep into this troubling history and offers a rich, entertaining, and thoroughly researched graphic essay on the legacy of cannabis legislation in America.

    If your anxiety about global warming is dominated by fears of sea-level rise, you are barely scratching the surface of what terrors are possible. In California, wildfires now rage year-round, destroying thousands of homes. Across the US, "500-year" storms pummel communities month after month, and floods displace tens of millions annually.This is only a preview of the changes to come. And they are coming fast. Without a revolution in how billions of humans conduct their lives, parts of the Earth could become close to uninhabitable, and other parts horrifically inhospitable, as soon as the end of this century.In his travelogue of our near future, David Wallace-Wells brings into stark relief the climate troubles that await--food shortages, refugee emergencies, and other crises that will reshape the globe. But the world will be remade by warming in more profound ways as well, transforming our politics, our culture, our relationship to technology, and our sense of history. It will be all-encompassing, shaping and distorting nearly every aspect of human life as it is lived today.Like An Inconvenient Truth and Silent Spring before it, The Uninhabitable Earth is both a meditation on the devastation we have brought upon ourselves and an impassioned call to action. For just as the world was brought to the brink of catastrophe within the span of a lifetime, the responsibility to avoid it now belongs to a single generation.

    He also reports on the way chickens are raised today and how they are consumed. What he discovers about America’s favorite meat is not just unpleasant but a powerful indictment of our industrial food system. The process of bringing chicken to our dinner tables is unhealthy for all concerned—from farmer to factory worker to consumer. The book traces the development of the poultry industry since the Second World War, analyzing the impact of such changes as the destruction of the family farm, the processing of chicken into nuggets and patties, and the changing makeup of the industrial labor force. The author describes the lives of immigrant workers and their reception in the small towns where they live. The conclusion is clear: there has to be a better way. Striffler proposes radical but practical change, a plan that promises more humane treatment of chickens, better food for the consumer, and fair payment for food workers and farmers.

    

    But what should we change and how do we do it? Annabel Streets and Susan Saunders spent their 30s climbing the career ladder, having children and caring for elderly parents - all at the same time. By their 40s, they were exhausted, stressed, sleeping too little and rushing too much. They began to ask whether the prolonged ill health and dementia suffered by their parents was their inevitable future too - could they do anything to avoid requiring their own children to care for them in old age? Thus began THE AGE-WELL PROJECT. With incredible tenacity, Annabel and Susan read 50,000 scientific research papers on all aspects of ageing to find what advice cutting-edge research can offer us on how to ensure the longer lives we're living are healthy and happy. Putting their findings into practice, they found that the lifestyle changes they made were having incredible benefits on their health and wellbeing now - as well as for the future. Told with empathy and humour, in THE AGE-WELL PROJECT Annabel and Susan share the 50 key lessons they learned, the meals they cooked and the experts' tips they uncovered to make the second half of your life the best half of your life - happy, healthy and disease-free. Author BiographyAnnabel was a founder member of an award-winning marketing company, advising the chief executives of companies such as Sony, Reuters and the Financial Times. After four children, and at breaking point, she sold her company. Following a stint studying photography and producing a community cook book, she changed tack and wrote an award-winning novel The Joyce Girl which sold in 14 countries and was selected for the 2017 Berlin Film Festival. Since then she has written regularly for a range of titles including the Daily Telegraph, Psychologies, The Author, the Guardian, The Irish Times, Elle, Australian