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.

    In his signature style, he shares this expertise with pastors, lay leaders, and people in the pew who want to see their churches become more vibrant. The 12 practical steps include ways to help people become part of a community, develop a culture of serving, turn visitors into regular attenders, and much more. This short, easy-to-read book is one pastors will want to share with their leadership team.

    Their reactions inspired her to compile her experiences. The result was Call It, an entertaining and refreshingly honest memoir of her nursing career. Follow her in the adrenaline charged Emergency Department, the Intensive Care Unit and during her daily routine as an Infection Control Nurse. She also worked as a Quality Improvement nurse and Case Manager for the health insurance industry. The book details successes, failures and some great laughs in every area. Medical show afficionados will not be disappointed and student nurses might learn some valuable lessons and insight about potential career paths.

    Volume 1 (this book) is a reprint of the original 1910 edition (published by Luzac & Co., London) of Sun Tzu on the Art of War: The Oldest Military Treatise in the World by Lionel Giles. The Chinese text, Giles' English translation, as well as his extensive notes are all faithfully reproduced. A Wade-Giles to Pinyin conversion table has been added to make the original classic more useful for the modern student. Volume 2, available separately, includes each chapter in Chinese traditional characters, the pinyin transcription, as well as the English translation.

    It is the quality of these, whatever the size of the organisation, which make the difference between organisations which thrive, and those which stagnate.This is not to argue for soft, easy and comfortable options. Instead it considers how top leaders manage to walk the line between the impossible and the possible, between the undoable and the doable, and to create conditions for productive work which transcend the difficulties which come towards us every day. Instead of dodging them, they embrace them. And by navigating high challenge, low threat, they show how others how to do the same.

    New chapters offer guidance on developing self-report scales, conducting systematic reviews, and enhancing the integrity of qualitative studies. The ancillary Resource Manual includes application exercises, models of comprehensive research critiques, a full NINR grant application, and a "must-have" Toolkit on a CD-ROM, containing a treasure-trove of exemplary research tools (e.g., consent forms, a demographic questionnaire, statistical table templates)--all in easily-adapted Word documents to meet individual research needs. A watershed edition!Student Resource Manual with Toolkit, ISBN: 978-0-7817-7052-1.

    Mark Plaster takes readers beyond the ambulance bay doors into the stranger-than-fiction world of the Emergency Department. By turns heart-warming and gut-wrenching, "Night Shift" chronicles the ebb and flow of human life, in all of its unvarnished glory, as it passes through the doors of the ED.

    Whatever your status--the sole AP in your school, one of two or more APs in your school, a career AP, an AP aspiring to the principalship--yours is one of the most misunderstood and underutilized positions in education. Positioned between teachers and the principal, you are an instructional leader. However, you are not the leader of the school. Therefore, you must carefully navigate your way to ensure that you thrive in your role without "stepping on the toes" of your principal.In The Assistant Principal 50, award-winning, four-time principal Baruti Kafele presents reflective questions that encompass the breadth and depth of the assistant principalship--from finding your leadership "lane" to thriving and being an asset to your principal. Kafele infuses the book (which also includes guidance and insights for principals and aspiring assistant principals) from beginning to end with personal anecdotes and accounts of both failures and successes from his years as an assistant principal. He arms you with tools and insights that will drive you to view the assistant principalship as critical to the climate and culture of your school as well as to student achievement.You, assistant principal, play a critical role in your school's success. The questions that Kafele asks you to consider will aid you as you hone your leadership skills toward becoming an effective leader in your school.

    This is the story of a surgeon in training and his adventures during the years of his residency.

    When they arrive for basic training they are soft, unfit and mentally weak. The recruit will have no idea what real discipline means. Up to that point, he has lived a life of weakness. He has given into all his natural impulses and has feasted on junk food, surfed the internet and generally lived far under his potential.Very soon he will be thrown into a cauldron of discipline. He will experience for the very first time a life of control and power. When he comes out on the other side he will be a new man. People who know these men will see a transformed person. This is the power of self -discipline.In this book, you will learn lessons in self-discipline from the masters of self-discipline.The Spartans and the Special Operations community is the heart and soul of discipline. The Spartans dont exist anymore but they left a legacy that still lives on today. The warrior tradition of the Spartans is built on a foundation of immense self-discipline.The Modern Special Operations Units carry on similar traditions of extreme self-discipline. Today you can use these lessons in your life to carve out any future you want. This book will guide you through the most important principles of self-discipline.It will show you how to take your life and transform yourself into a powerful individual if you choose to do so and take action.Let's take a look at what you will learn inside this book: The Science and Psychology of Self-DisciplineHow To Develop Self DisciplineSelf-Discipline and FreedomImproving Focus and ConcentrationForming Good Habits and Breaking Bad HabitsHow To Build Mental ToughnessDaily Self-DisciplineAnd Much much more...

    The journey to becoming a values-based leader starts with self-reflection. He asks, "If you are not self-reflective, how can you know yourself? If you do not know yourself, how can you lead yourself? If you cannot lead yourself, how can you lead others?" Kraemer identifies self-reflection as the first of four principles that guide leaders to make choices that honor their values and candidly recounts how these principles helped him navigate some of the toughest challenges he faced in his career.Offers a framework for adopting the principles of values-based leadership--self-reflection, balance, true self-confidence, and genuine humility--to lead organizations effectively Based on Kraemer's popular Kellogg MBA course on values-based leadership A recognized expert in values-based leadership, Kraemer is a sought after speaker on the subjectLively and engaging, Kraemer's book comes at a critical time when true leadership in every facet of society is desperately needed.

    

    The book also includes a chapter on clinical pharmacology (which alone accounts for up to 30% of the questions), looking at aspects of drug-induced disease and drug interactions. Finally there is a chapter on statistics and epidemiology which is rarely covered in other texts, but is often included in the exam.Helps MRCP Part 1 candidates prepare for and pass their exam.Addresses an increasingly important topic in the exam.Addresses a topic that is vital to passing the exam, but which most candidates are poorly prepared for.Covers all the relevant basic science subjects plus includes clinical pharmacology.Is of use to candidates studying for other postgraduate exams such as PLAB, USMLE and MRCPCH.Is the first book of its kind in the membership market and is now regarded as essential for exam preparation.

    Arghh, I wanted to scream, run away and tell every well-meaning person to go and do one!Whilst this book doesn’t advocate throwing all advice down the kitchen sink, it will empower you to do things your way as you navigate the big C roller coaster. Deborah James, campaigner and co-presenter of the top-charting podcast You, Me and the Big C, will take you through every twist and turn, reminding you that it’s okay to feel one hundred different things in the space of a minute and showing you how you can still live your life and BE YOURSELF with cancer. Taking you from diagnosis (welcome to the club you never wanted to join), to coping with family and friends (can everyone just fuck off sometimes?!), looking good and feeling better (drink the wine), and celebrating milestones along the way (drink more wine!), this inspiring cancer coach in a book will transform your outlook and encourage you to shout #FUCKYOUCANCER as loudly as you can!