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.

    From its late-Victorian flowering in the mill towns of the northwest of England, football spread around the world with great speed. It was helped on its way by a series of missionaries who showed the rest of the planet the simple joys of the game. Even now, in many countries, the colloquial word for a football manager is not 'coach' or 'boss' but 'mister', as that is how the early teachers were known, because they had come from the home of the sport to help it develop in new territories.       In Rory Smith's stunning new book Mister, he looks at the stories of these pioneers of the game, men who left this country to take football across the globe. Sometimes, they had been spurned in their own land, as coaching was often frowned upon in England in those days, when players were starved of the ball during the week to make them hungry for it on matchday. So it was that the inspirations behind the 'Mighty Magyars' of the 1950s, the Dutch of the 1970s or top clubs such as Barcelona came from these shores.       England, without realising it, fired the very revolution that would remove its crown, changing football's history, thanks to a handful of men who sowed the seeds of the inversion of football's natural order. This is the story of the men who taught the world to play and shaped its destiny. This is the story of the Misters.

    It is a symptom.Recent years have seen a shocking increase in antidepressant use the world over, with 1 in 4 women starting their day with medication. These drugs have steadily become the panacea for everything from grief, irritability, panic attacks, to insomnia, PMS, and stress.  But the truth is, what women really need can’t be found at a pharmacy.According to Dr. Kelly Brogan, antidepressants not only overpromise and underdeliver, but their use may permanently disable the body’s self-healing potential. We need a new paradigm: The best way to heal the mind is to heal the whole body.In this groundbreaking, science-based and holistic approach, Dr. Brogan shatters the mythology conventional medicine has built around the causes and treatment of depression. Based on her expert interpretation of published medical findings, combined with years of experience from her clinical practice, Dr. Brogan illuminates the true cause of depression: it is not simply a chemical imbalance, but a lifestyle crisis that demands a reset. It is a signal that the interconnected systems in the body are out of balance – from blood sugar, to gut health, to thyroid function– and inflammation is at the root.A Mind of Your Own offers an achievable, step-by-step 30-day action plan—including powerful dietary interventions, targeted nutrient support, detoxification, sleep, and stress reframing techniques—women can use to heal their bodies, alleviate inflammation, and feel like themselves again without a single prescription.Bold, brave, and revolutionary, A Mind of Your Own takes readers on a journey of self-empowerment for radical transformation that goes far beyond symptom relief.

    Born and raised in a small town, they enjoy a close relationship, though each has her own tastes and personality. But the Hensels also share a body. Their two heads sit side-by-side on a single torso, with two arms and two legs. They have not only survived, but have developed into athletic, graceful young women. And that, writes Mark S. Blumberg, opens an extraordinary window onto human development and evolution.In Freaks of Nature, Blumberg turns a scientist's eye on the oddities of nature, showing how a subject once relegated to the sideshow can help explain some of the deepest complexities of biology. Why, for example, does a two-headed human so resemble a two-headed minnow? What we need to understand, Blumberg argues, is that anomalies are the natural products of development, and it is through developmental mechanisms that evolution works. Freaks of Nature induces a kind of intellectual vertigo as it upends our intuitive understanding of biology. What really is an anomaly? Why is a limbless human a freak, but a limbless reptile-a snake-a successful variation?What we see as deformities, Blumberg writes, are merely alternative paths for development, which challenge both the creature itself and our ability to fit it into our familiar categories. Rather than mere dead-ends, many anomalies prove surprisingly survivable-as in the case of the goat without forelimbs that learned to walk upright. Blumberg explains how such variations occur, and points to the success of the Hensel sisters and the goat as examples of the extraordinary flexibility inherent in individual development.In taking seriously a subject that has often been shunned as discomfiting and embarrassing, Mark Blumberg sheds new light on how individuals-and entire species-develop, survive, and evolve.

    We secretly want to know: could it happen to me? Amanda Montell’s argument is that, on some level, it already has . . .Our culture tends to provide pretty flimsy answers to questions of cult influence, mostly having to do with vague talk of “brainwashing.” But the true answer has nothing to do with freaky mind-control wizardry or Kool-Aid. In Cultish, Montell argues that the key to manufacturing intense ideology, community, and us/them attitudes all comes down to language. In both positive ways and shadowy ones, cultish language is something we hear—and are influenced by—every single day.Through juicy storytelling and cutting original research, Montell exposes the verbal elements that make a wide spectrum of communities “cultish,” revealing how they affect followers of groups as notorious as Heaven’s Gate, but also how they pervade our modern start-ups, Peloton leaderboards, and Instagram feeds. Incisive and darkly funny, this enrapturing take on the curious social science of power and belief will make you hear the fanatical language of “cultish” everywhere.

    He did not crave my company, cling to and cuddle me endlessly. He showed no need to bond with me, his father, and we did not. He exhausted me, he frustrated me and he scared me. I came to dread coming home from work sometimes, or those moments when it was my turn to wrestle him into bed and begin the long struggle to settle him. I said things that will forever haunt me, like “What is wrong with that child?” and “Is he always going to be this annoying?” What I didn't know then was that he was autistic.When that realisation came, so did the beginning of my mission to understand my son, and to understand autism. This book chronicles that search for understanding and answers. It documents one parent’s attempts to come to terms with, and accept, his child. It is raw and real, sometimes confused and frightened but also, I’d like to think, written with warmth and love and an ability to smile through difficult times.This book is for anyone starting out on a pathway with their child that they did not expect. It’s also for people who, like me, are a little further down that road but still learning, still asking questions and still getting it wrong sometimes. You are not alone.

    It explains how it was a premeditated, orchestrated deception, using science to impose a political agenda. It fooled a majority including most scientists. They assumed that other scientists would not produce science for a political agenda. German Physicist and meteorologist Klaus-Eckart Puls finally decided to look for himself. Here is what he discovered. Ten years ago I simply parroted what the IPCC told us. One day I started checking the facts and data—first I started with a sense of doubt but then I became outraged when I discovered that much of what the IPCC and the media were telling us was sheer nonsense and was not even supported by any scientific facts and measurements. To this day I still feel shame that as a scientist I made presentations of their science without first checking it.…scientifically it is sheer absurdity to think we can get a nice climate by turning a CO2 adjustment knob. This book uses the same approach used in investigative journalism. It examines the Who, What, Where, When, Why, and How.

    The Caregiver's Guide to Dementia brings practical and comprehensive guidance to understanding the illness, caring for someone, and caring for yourself.From understanding common behavioral and mood changes to making financial decisions, this book contains bulleted lists of actions you can take to improve your health and your caregiving. Inspirational and compassionate, it focuses on the caregiver’s underlying love and humanity that cannot be taken away by any disease.In The Caregiver's Guide to Dementia you’ll find: Dementia defined—Understand dementia and its many forms, with an explanation of the illness and its variations. Caregiver wellness—At the end of each chapter, a small section provides relaxation and mindfulness exercises and reflection for dementia caregivers. Practical approach—The back of the book is filled with resources, from financial planning to tips on safety, along with questions for health care professionals, lawyers, accountants, therapists, and friends.

    Paul Kalanithi. As he nears the end of his 7-year residency he gets the report no one wants, cancer. Now his forty-year plan is scrapped. The hopes and dreams he and Lucy, his wife, have held to are dramatically altered. In this book you will find the story of a man that seeks out truth and meaning in a very detailed way. From his undergraduate literary pursuits to his combined goal of neuroscience and surgery Dr. Kalanithi desires to connect meaning to every aspect of human life. As cancer becomes his story the reader will see the emotional decisions made about starting a family and continuing his beloved career. Dr. Kalanithi begins to see how his care for his patients would be altered as he experiences the treatments himself. Through every emotion Paul and Lucy share the love for each other and life. Inside this SUMMARY READS Summary & Highlights of When Breath Becomes Air: Summary of Each Chapter Highlights (Best Quotes) BONUS: Critics Corner BONUS: Free Report about The Tidiest and Messiest Places on Earth - http: //sixfigureteen.com/messy.

    It takes an incredible lot of time, and often for no measurable results in sales. Some of you may have spent hours, days, weeks, even months, writing blogs, getting active on Facebook and Twitter in order to promote your book. Then you look at your sales figures for the last weeks or months, and your heart sinks. Why isn’t this working? So, have you ever wondered how other books seem to come out of nowhere and become Best Sellers? Ever suspected that there are some tricks you don’t know about that others are using to promote their book? Well, you would be right. In this book I’m going to show you the secrets many of the more successful authors use to help promote and sell their books on Amazon. These are rock solid proven methods that are sure to make your book more visible on the only online store that counts – Amazon. This Secret Guide To Becoming A Best Seller reveals many of the lesser known tactics to promoting your Book on Amazon, including: The Best Way To Promote Your Book The Wrong Way To Promote Your Book What They Won't Tell You About Promoting Your Book How To Measure The Effectiveness Of Your Marketing Campaigns Finding The Best Revenue Opportunities Finding Engaged Readers Who Will Read Your Book How The Best Seller System Works What It Takes To Get You There Hot New Releases - How To Get Your Book There Investigating The Secrets Of Amazon's Search Box The Best Ways To Advertise Your Book To New Readers Book Reviews And Why They Are So Important And More … This book is literally a secret guide to your biggest challenge on Amazon: getting discovered.

    - Over 75,000 copies sold of the first edition

    Then the book got really good. It is, without doubt, the most forthright, emotionally sophisticated, and plain-old valuable book of its kind I've seen. The book defines and exemplifies what the verb 'fight' really means: to arm, prepare, and engage in sustained effort to gain a desired end. If that's your mission, this is your instruction manual.—Evan Handler, actor and author of Time On Fire and It's Only Temporary: The Good News and the Bad News of Being Alive (and a guy who got well from acute myeloid leukemia in 1985)On a shoestring budget and with tape recorder in hand, Kairol Rosenthal emerged from treatment and hit the road in search of other twenty- and thirtysomething cancer survivors. From the Big Apple to the Bible Belt, she dusted the sugarcoating off of the young adult cancer experience, exposing the gritty and compelling stories of twenty-five complete strangers. The men and women in Everything Changes confess their most vulnerable moments, revealing cancer experiences they never told anyone else—everything from what they thought about at night before going to bed to what they wish they could tell their lovers but were too afraid to.With irreverent flare and practical wisdom, Everything Changes includes stories, how-to resources, and expert advice on issues that are important for young adult cancer patients, including:Dating and sexMedical insurance and the healthcare systemFaith and spiritualityEmployment and careerFertility and adoptionFriends and family

    Christine Gleason, one of today's most prominent pediatricians, is also a born storyteller who takes readers into life and death situations encountered in the neonatal intensive care unit.

    By the time Molly was old enough to begin to know him, he was frequently delusional, heavily medicated, living in hospitals or care homes or on the road. This title tells her story.

    The view 16-year-old Thomas Osborne first had of Muskoka was at night, trudging alone with his even younger brother along unmarked primitive roads to find their luckless father who, in 1875, had decided to make a new start for his beleaguered family on some "free land" in the bush east of the pioneer village of Huntsville, Ontario. The miracle is that Thomas lived to tell the tale.For the next five years Thomas endured starvation, falling through the ice and freezing, accidents with axes and boats, and narrow escapes from wolves and bears. Many years later, after returning to the United States, Osborne wrote down all his adventures in a graphic memoir that has become, in the words of author and journalist Roy MacGregor, "an undiscovered Canadian classic."Reluctant Pioneer provides a brooding sense of adventure and un- sentimental realism to deliver a powerful account of pioneer life where tragedies arrive as naturally as rain and where humour resides in irony.