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.

    THE NEW YORK TIMES BESTSELLERUnlock the secret to extraordinary health by reducing high uric acid levels—the hidden risk you didn't know you had—by the author of Grain Brain and Brain Wash.What do obesity, insulin resistance, diabetes, fatty liver disease, hypertension, cardiovascular disease, stroke, neurological disorders, and premature death have in common? All can be stoked by high uric acid levels. Our most respected scientific literature is bursting with evidence that elevated uric acid levels lie at the root of many pervasive health conditions, but mainstream medicine for the most part remains unaware of this connection. This is especially alarming because a large number of Americans don’t know they are suffering from increased levels, putting them at risk for developing or exacerbating potentially life-threatening illnesses. Offering an engaging blend of science and practical advice, Drop Acid exposes the deadly truth about uric acid and teaches invaluable strategies to manage its levels, including how to:Reduce fructose and foods high in “purines” through simple dietary edits Lower uric acid levels through natural hacks like consuming tart cherries, vitamin C, quercetin, and coffeeIdentify common pharmaceuticals that threaten to increase uric acidImplement lifestyle interventions, like restorative sleep and exerciseEasily test your uric acid levels at home—a test routinely performed in your doctor’s office during regular check-ups but typically ignoredFeaturing the groundbreaking “LUV” (Lower Uric Values) diet, 35 delicious recipes, self-assessment quizzes, and a 21-day program for dropping levels, Drop Acid empowers readers with the information they need to address this hidden danger and live longer, leaner, and healthier lives.

    For the seventeenth-century aristocratic Frenchman, it meant changing his shirt once a day, using perfume to obliterate both his own aroma and everyone else’s, but never immersing himself in – horrors! – water. By the early 1900s, an extraordinary idea took hold in North America – that frequent bathing, perhaps even a daily bath, was advisable. Not since the Roman Empire had people been so clean, and standards became even more extreme as the millennium approached. Now we live in a deodorized world where germophobes shake hands with their elbows and where sales of hand sanitizers, wipes and sprays are skyrocketing.The apparently routine task of taking up soap and water (or not) is Katherine Ashenburg’s starting point for a unique exploration of Western culture, which yields surprising insights into our notions of privacy, health, individuality, religion and sexuality.Ashenburg searches for clean and dirty in plague-ridden streets, medieval steam baths, castles and tenements, and in bathrooms of every description. She reveals the bizarre rescriptions of history’s doctors as well as the hygienic peccadilloes of kings, mistresses, monks and ordinary citizens, and guides us through the twists and turns to our own understanding of clean, which is no more rational than the rest. Filled with amusing anecdotes and quotations from the great bathers of history, The Dirt on Clean takes us on a journey that is by turns intriguing, humorous, startling and not always for the squeamish. Ashenburg’s tour of history’s baths and bathrooms reveals much about our changing and most intimate selves – what we desire, what we ignore, what we fear, and a significant part of who we are.

    It provides you with the tools to outperform your peers, both in the Workout of the Day (WOD) and in the next CrossFit Open.In this book you will learn: Tactics to outperform athletes of a similar level in CrossFit workouts Mental strategies to ensure sustained motivation and optimal workout performance What matters most, based on analysis of every 2014-2018 CrossFit Open workout Valuable training insights from sports science and elite coaches Effective warm-up, cool-down, and mobilization techniques Frameworks and improvement tips for the three key training areas: strength, skills, and conditioning Unbiased tips for programming an effective training routine How to eat optimally for CrossFit training Practical methods to transition to a healthier lifestyle Principles for choosing dietary supplements and training equipment If you are serious about CrossFit, read this book and begin training in a better way.Full table of contents:IntroductionPART I: APPROACHChapter 1: StrategyChapter 2: TacticsChapter 3: PsychologyPART II: TRAININGChapter 4: PrinciplesChapter 5: ConsistencyChapter 6: WorkoutsChapter 7: ProgrammingPART III: RECOVERYChapter 8: NutritionChapter 9: LifestyleChapter 10: SupplementsConclusionGlossary of Terms

    is the first deep-dive investigation of a hazardous and illicit industry that has created a worldwide epidemic, ravaging communities and overwhelming and confounding government agencies that are challenged to combat it. "A whole new crop of chemicals is radically changing the recreational drug landscape," writes Ben Westhoff. "These are known as Novel Psychoactive Substances (NPS) and they include replacements for known drugs like heroin, cocaine, ecstasy, and marijuana. They are synthetic, made in a laboratory, and are much more potent than traditional drugs"--and all-too-often tragically lethal. Drugs like fentanyl, K2, and Spice--and those with arcane acronyms like 25i-NBOMe-- were all originally conceived in legitimate laboratories for proper scientific and medicinal purposes. Their formulas were then hijacked and manufactured by rogue chemists, largely in China, who change their molecular structures to stay ahead of the law, making the drugs' effects impossible to predict. Westhoff has infiltrated this shadowy world, becoming the first journalist to report from inside an illicit Chinese fentanyls lab and providing startling and original reporting on how China's vast chemical industry operates, and how the Chinese government subsidizes it. He tracks down the little-known scientists who invented these drugs and inadvertently killed thousands, as well as a mysterious drug baron who turned the law upside down in his home country of New Zealand. Poignantly, Westhoff chronicles the lives of addicted users and dealers, families of victims, law enforcement officers, and underground drug awareness organizers in the U.S. and Europe. Together they represent the shocking and riveting full anatomy of a calamity we are just beginning to understand. From its depths, as Westhoff relates, are emerging new strategies that may provide essential long-term solutions to the drug crisis that has affected so many.

    In this compact and accessible book, he shows readers exactly how to improve and maintain the functioning of their knees by enhancing the four crucial abilities every knee must have:** muscular strength** flexibility** responsiveness (proprioception)** enduranceA chapter is devoted to each of these four functions, showing why they are essential. The reader is shown exactly how to do simple home exercises designed to restore or improve that particular ability. The last chapter is a "master plan" that pulls together all the concepts and exercises into a time-efficient exercise program. The author guides the reader effortlessly through the exercise routine.Clear drawings illustrate the muscles responsible for knee pain and the exact way to do the exercises.All the information is based on research trials and studies and evidence from peer-reviewed journals. The author has chosen for this book the best techniques for relieving knee pain.

    She explores the culture of genealogy buffs, the science of DNA, and the business of companies like Ancestry and 23andMe, all while tracing the story of one woman, her unusual results, and a relentless methodical drive for answers that becomes a thoroughly modern genetic detective story.

    Is the apple sitting on your kitchen counter alive, or is only the apple tree it came from deserving of the word? If we can't answer that question here on earth, how will we know when and if we discover alien life on other worlds? The question hangs over some of society's most charged conflicts--whether a fertilized egg is a living person, for example, and when we ought to declare a person legally dead.Charting the obsession with Dr. Frankenstein's monster and how Coleridge came to believe the whole universe was alive, Zimmer leads us all the way into the labs and minds of researchers working on engineering life from the ground up.

    Inspirational yet practical, this work can put readers on the path to a balanced and healthy life.

    But if we are supposedly evolution’s greatest creation, why do we have such bad knees? Why do we catch head colds so often—two hundred times more often than a dog does? How come our wrists have so many useless bones? Why is the vast majority of our genetic code pointless? And are we really supposed to swallow and breathe through the same narrow tube? Surely there’s been some kind of mistake. As professor of biology Nathan H. Lents explains in Human Errors, our evolutionary history is nothing if not a litany of mistakes, each more entertaining and enlightening than the last. The human body is one big pile of compromises. But that is also a testament to our greatness: as Lents shows, humans have so many design flaws precisely because we are very, very good at getting around them.   A rollicking, deeply informative tour of humans’ four billion year long evolutionary saga, Human Errors both celebrates our imperfections and offers an unconventional accounting of the cost of our success.

    On a spring night in 2010, Noel Holston, a journalist, songwriter, and storyteller, went to bed with reasonably intact hearing. By dawn, it was gone, thus beginning a long process of hearing-restoration that included misdiagnoses, an obstinate health-insurance bureaucracy, failed cochlear-implant surgery, and a second surgery that finally worked. He negotiated the gauntlet with a wry sense of humor and the aid of his supportive wife, Marty. Life After Deaf details his experience with warmth, understanding, and candor. It’s the story not only of his way back to the world of the hearing, but of a great marriage that weathered serious testing. Their determination and resilience serve as a source of inspiration for all.Life After Deaf is not just for the more than forty million people in the United States alone who cope with some form of hearing loss, but is also for their wide circles of friends, family, caregivers, and audiologists. This highly readable book will be an invaluable guide and source of hope for the large number of baby boomers now handling hearing loss.

    Judy Mikovits and Kent Heckenlively, this book reviews the evidence for and against widespread public masking as provided by the Centers for Disease Control and the Mayo Clinic, as well as top scientific publications such as the New England Journal of Medicine and The Lancet. This debate needs to take place without fear and paranoia. Important questions raised in this book are the affect of masks on oxygen and carbon dioxide levels, how SARS-CoV-2 spreads, the effectiveness of various types of masks, those who are most vulnerable to COVID-19, and whether our children should go back to school in the fall, and if so, what measures they should take.The authors' previous book, PLAGUE OF CORRUPTION, was the runaway science bestseller of 2020, and the authors bring that same passion and attention to detail to the mask question. As politicians and bureaucrats of all stripes are weighing in on this question, with some placing their cities and states under mandatory masking provisions, we need to understand the science behind their decisions. Are such measures a reasonable response to current circumstances, or is it a dramatic overreach, which in many cases might make the situation even worse? America desperately needs this public conversation to take place with the best science we have available. As Americans have always done during difficult times, we must summon the courage to have these challenging conversations.

     Written by a paramedic and writer with a decade of experience, 10 BS Medical Tropes covers exactly that: clichéd and inaccurate tropes that not only ruin books, they have the potential to hurt real people in the real world. In this book, you’ll discover why these ten clichés make readers throw their books across the room and their remotes at their TVs, from the ever-present “gunshot to the shoulder” to the ubiquitous “knocking out the henchmen.” You’ll learn why they’re so incorrect, with easy-to-read medical explanations that may just spark your creativity. But more importantly, you’ll be inspired about what to write instead, to solve the same plot point challenges in more believable—and interesting—ways! Download 10 BS Medical Tropes that Need to Die… TODAY!

    From the mid-nineteenth century to the early twentieth, over 250 institutions for the insane were built throughout the United States; by 1948, they housed more than a half million patients. The blueprint for these hospitals was set by Pennsylvania hospital superintendent Thomas Story Kirkbride: a central administration building flanked symmetrically by pavilions and surrounded by lavish grounds with pastoral vistas. Kirkbride and others believed that well-designed buildings and grounds, a peaceful environment, a regimen of fresh air, and places for work, exercise, and cultural activities would heal mental illness. But in the second half of the twentieth century, after the introduction of psychotropic drugs and policy shifts toward community-based care, patient populations declined dramatically, leaving many of these beautiful, massive buildings--and the patients who lived in them--neglected and abandoned. Architect and photographer Christopher Payne spent six years documenting the decay of state mental hospitals like these, visiting seventy institutions in thirty states. Through his lens we see splendid, palatial exteriors (some designed by such prominent architects as H. H. Richardson and Samuel Sloan) and crumbling interiors--chairs stacked against walls with peeling paint in a grand hallway; brightly colored toothbrushes still hanging on a rack; stacks of suitcases, never packed for the trip home. Accompanying Payne's striking and powerful photographs is an essay by Oliver Sacks (who described his own experience working at a state mental hospital in his book Awakenings). Sacks pays tribute to Payne's photographs and to the lives once lived in these places, "where one could be both mad and safe."