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.

    Keith Block is at the global vanguard of innovative cancer care. As medical director of the Block Center for Integrative Cancer Treatment in Evanston, Illinois, he has treated thousands of patients who have lived long, full lives beyond their original prognoses. Now he has distilled almost thirty years of experience into the first book that gives patients a systematic, research-based plan for developing the physical and emotional vitality they need to meet the demands of treatment and recovery.Based on a profound understanding of how body and mind can work together to defeat disease, this groundbreaking book offers:- Innovative approaches to conventional treatments, such as "chronotherapy"-chemotherapy timed to patients' unique circadian rhythms for enhanced effectiveness and reduced toxicity- Dietary choices that make the biochemical environment hostile to cancer growth and recurrence, and strengthen the immune system's ability to attack remaining cancer cells- Precise supplement protocols to tame treatment side effects, relieve disease-related symptoms, and modify processes like inflammation and glycemia that can fuel cancer if left untreated- A new paradigm for exercise and stress reduction that restores your strength, reduces anxiety and depression, and supports the body's own ability to heal- A complete program for remission maintenance-a proactive plan to make sure the cancer never returnsAlso included are "quick-start" maps to help you find the information you need right now and many case histories that will support and inspire you. Encouraging, compassionate, and authoritative, Life over Cancer is the guide patients everywhere have been waiting for.

    Nashef tells heart-stopping stories of transplants, bypasses, coronary artery repair, and cardiac arrest. He also delivers humane advice about medical realities rarely observed: the futility of obsessing over diet, the necessity of calculating risks, the role of decision making, the resilience of doctor and patient alike, and the threadbare brilliance of the NHS.Nashef is a magnificently warm and likeable doctor and writer; and he has the best imaginable bedside manner.

    The secret, though, that surrounded my parents’ unhappy life together, was divulged to me by accident . . .’ Hidden under some papers in his father’s bureau, the sixteen-year-old Derek Malcolm finds a book by the famous criminologist Edgar Lustgarten called The Judges and the Damned. Browsing through the Contents pages Derek reads, ‘Mr Justice McCardie tries Lieutenant Malcolm – page 33.’ But there is no page 33. The whole chapter has been ripped out of the book. Slowly but surely, the shocking truth emerges: that Derek’s father, shot his wife’s lover and was acquitted at a famous trial at the Old Bailey. The trial was unique in British legal history as the first case of a crime passionel, where a guilty man is set free, on the grounds of self-defence. Husband and wife lived together unhappily ever after, raising Derek in their wake. Then, in a dramatic twist, following his father’s death, Derek receives an open postcard from his Aunt Phyllis, informing him that his real father is the Italian Ambassador to London . . . By turns laconic and affectionate, Derek Malcolm has written a richly evocative memoir of a family sinking into hopeless disrepair. Derek Malcolm was chief film critic of the Guardian for thirty years and still writes for the paper. Educated at Eton and Merton College, Oxford, he became first a steeplechase rider and then an actor after leaving university. He worked as a journalist in the sixties, first in Cheltenham and then with the Guardian where he was a features sub-editor and writer, racing correspondent and finally film critic. He directed the London Film Festival for a spell in the 80s and is now President of both the International Film Critics Association and the British Federation of Film Societies. He lives with his wife Sarah Gristwood in London and Kent and has published two books – one on Robert Mitchum and another on his favourite 100 films. He is a frequent broadcaster on radio and television and a veteran of film festival juries all over the world.

    Pendel's attention. It is very interesting and throws many sidelights on the life of the White House. Pendel writes: "In 1861, or 1862, the Metropolitan Police was established by Congress at the Capital, and I made application for and received an appointment on the force. I made the first arrest, with the assistance of "Buck" Essex. The case was that of a fellow named Grady, one of the English Hill toughs. A roundsman said to us, "Boys, you take a walk down Seventh Street, and if you see anything going on, take a hand in it." Just as we got opposite the Patent Office, this Grady had assaulted, or rather was assaulting, a young fellow with a whip. I went up and grabbed him and put him under arrest, then took him to Squire Dunn's court and preferred charges against him. The Squire was busy writing for some time. When he got through he handed me the paper he was writing, and I was so green at the business I did not know what it was, so said: "What is this, Squire?" He replied, "Why, that is the paper of commitment for this fellow. Take him to jail." "On November 3, 1864, Sergeant John Cronin, Alfonso Dunn, Andrew Smith, and myself were ordered to report at the First Precinct, in the old City Hall, at one o'clock in the afternoon. We supposed we were to be detailed for detective work in New York City on account of the great riot then on there, especially as we were ordered to report in citizens' clothes, to conceal our revolvers, and to be sure to have them all clean and in good order. We arrived at the City Hall, and then were told where we were to go, which was to the President's Mansion, there to report to Marshal Lanham, at that time United States Marshal of the District of Columbia, and a bosom friend of Abraham Lincoln. "These were days that tried men's hearts, and women's, too. Men were falling at the front by hundreds, both in the Union and in the Confederate armies. There was weeping and mourning all over the land. Our nation was trembling with anxiety; we were all hoping that the great strife was over or soon to be. "Marshal Lanham took us upstairs and into the President's office, where we were introduced to him and to his two secretaries, Mr. Nicolay and Mr. Hay, the latter now being Secretary of State. We were then instructed to keep a sharp lookout in the different parts of the house, more particularly in the East Room and at the door of the President's office. " CONTENTS I — Under President Lincoln II — Under President Johnson III — Under President Grant IV — Under President Hayes V — Under President Garfield VI — Under President Arthur VII — Under President Cleveland VIII — Under President Harrison IX — Cleveland's Second Administration X— Under President McKinley XI — Furniture in Executive Mansion Originally published in 1902; reformatted for the Kindle; may contain an occasional imperfections; original spellings have been kept in place.

    In the span of twelve hours, lives can be lost, life-altering medical treatment decisions made, and dreams fulfilled or irrevocably stolen. In Brown’s skilled hands--as both a dedicated nurse and an insightful chronicler of events--we are given an unprecedented view into the individual struggles as well as the larger truths about medicine in this country, and by shift’s end, we have witnessed something profound about hope and healing and humanity. Every day, Theresa Brown holds patients' lives in her hands. On this day there are four. There is Mr. Hampton, a patient with lymphoma to whom Brown is charged with administering a powerful drug that could cure him--or kill him; Sheila, who may have been dangerously misdiagnosed; Candace, a returning patient who arrives (perhaps advisedly) with her own disinfectant wipes, cleansing rituals, and demands; and Dorothy, who after six weeks in the hospital may finally go home. Prioritizing and ministering to their needs takes the kind of skill, sensitivity, and, yes, humor that enable a nurse to be a patient’s most ardent advocate in a medical system marked by heartbreaking dysfunction as well as miraculous success.

    A young surgeon is drafted into the U.S. Navy and sent to Vietnam, where he finds himself closer than he ever imagined to the carnage of war. He performs operations while under fire and sees wounds that can barely be contemplated. Marines are dying on the operating table in front of him. The small-town moral certainties he grew up believing in may themselves succumb to the ravages he is witnessing. More than anything, he wants to make it home to marry the woman he loves.

    Since that terrible day the myths and legends which surround his life have continued to grow. Only one man knows the real truth. That man is Don Taylor, Bob Marley's manager, friend and confidant. Now, in this astonishing and brilliantly written book, Don Taylor tells: How he and Bob were shot down and left for dead by gangsters wielding Uzi submachine guns. Of Bob's love affairs with scores of women, including a beautiful princess and former Miss World Cindy Breakspeare. The secret of the millions of pounds Bob placed around the world. How Bob foiled a plot to kidnap Mick Jagger. How Rita Marley was able to sign Bob's signature on checks for huge sums of money. How Bob secretly carried guns or knives and threatened to kill those who crossed him. The bizarre and curious circumstances which led to Bob Marley's death. All these stories, and hundreds more, are told with deep affection and a simple, direct honesty which makes this book indispensible for anyone who is interested in this towering figure of world music.

    What she did not count on was how much death would be a part of her work. Almost immediately, Chen found herself wrestling with medicine’s most profound paradox, that a profession premised on caring for the ill also systematically depersonalizes dying. Final Exam follows Chen over the course of her education, training, and practice as she grapples at strikingly close range with the problem of mortality, and struggles to reconcile the lessons of her training with her innate knowledge of shared humanity, and to separate her ideas about healing from her fierce desire to cure.From her first dissection of a cadaver in gross anatomy to the moment she first puts a scalpel to a living person; from the first time she witnesses someone flatlining in the emergency room to the first time she pronounces a patient dead, Chen is struck by her own mortal fears: there was a dying friend she could not call; a young patient’s tortured death she could not forget; even the sense of shared kinship with a corpse she could not cast aside when asked to saw its pelvis in two. Gradually, as she confronts the ways in which her fears have incapacitated her, she begins to reject what she has been taught about suppressing her feelings for her patients, and she begins to carve out a new role for herself as a physician and as human being. Chen’s transfixing and beautiful rumination on how doctors negotiate the ineluctable fact of death becomes, in the end, a brilliant questioning of how we should live.Moving and provocative, motored equally by clinical expertise and extraordinary personal grace, this is a piercing and compassionate journey into the heart of a world that is hidden and yet touches all of our lives. A superb addition to the best medical literature of our time.

    This book is gripping tale for anyone who has been or loves someone who has been recruited into a network marketing business. This well documented book has been utilized by government authorities in both India and the UK to take action against Amway's deceptive business scheme which knowingly has created losses for the majority of all induced to invest.

    It is his first job in general practice; his first brave excursion into the dangerous world where patients walk round in their clothes. Dr Vernon soon finds himself bemused, fascinated and exhausted as he copes with the procession of ailing humanity that streams into his surgery and awaits his visits. A confused old lady, timid vet, puzzled diabetic, lonely housewife, hypochondriac, tipster with an ulcer, nun with dandruff and a persistent young lady with abundant charms and nothing wrong with her. Just published as an e book, exclusive to Amazon, this book was a huge hit in England and America when first published in the 1970s. Edward Vernon is a pen name of a well known British doctor/author.Here's what the critics said about the series:Thoroughly delightful - Fresno BeeHilarious - TitbitsA delightfully funny book that keeps the reader laughing and appeals to one's sense of the ridiculous - Sunday Advocate, Baton RougeFor entertainment, a chapter or two before bedtime is just what the doctor ordered - Sacramento BeeDoes for British GPs what Herriot has done for vets - BooklistHilarious, written with skill and zest - Grimsby Evening TelegraphVery funny - Citizen, GloucesterThoroughly enjoyable, genuinely funny - South Wales EchoWise, funny, sad and heartwarming - Chattanooga TimesGood fun - Homes and GardensMost of his adventures are funny, some hilarious; but he has the good sense to leven the comedy lump with some that are sad, some touching. All are written lightly, easily, entertainingly - Oxford TimesThe funniest of the funny doctor books - Richard GordonJolly good reading - Publishers WeeklyViews the human species he treats with much the same affection, compassion and humour as Herriot brings to the animal world - Cleveland Plain DealerSometimes serious, sometimes hilarious - Lancashire Evening PostTruthful, well observed and consistently readable - Daily TelegraphPerceptive and witty - Surrey AdvertiserWill amuse, amaze and entertain - Yorkshire Postetc etc

    So this little book provides a low-cost, over-the-counter dosage to cheer up (and/or terrify) those who find themselves on the wrong end of health maintenance. (Whichever the "wrong end" might be.) Some of the funniest humor writers on the scene today share their stories, jokes, therapeutic venting, and scans of the process of Getting Better - including some medical personnel who didn't realize they were being funny.Contributors include columnists, comedians, authors, TV writers, and people with unauthorized access to hospital files.This inexpensive, pocket-sized book is a time-released "get well card" for the ailing and afflicted, an inside chuckle for medical professionals, and a collection of healing fun for those who aren't under care at the moment.

    On September 5, 1856, a submerged walnut tree pierced her hull, sinking the Arabia one-half mile below Parkville, Missouri. In time the river changed course, leaving the Arabia and her priceless freight deep beneath a Kansas farm field...The Arabia and her treasure seemed lost forever. Then, in 1988, four men and their families dedicated themselves to achieve what others could not; to recover the treasure from the Great White Arabia. Treasure hunter Greg Hawley chronicles his amazing story of perseverance and discovery. Lavishly illustrated and carefully documented, this book is a page turning adventure that immerses the reader into the thrilling discovery of buried treasure.

    C. J. Peters was on the front lines of our biological battle against “hot” viruses around the world. In the course of that career, he learned countless lessons about our interspecies turf wars with infectious agents. Called in to contain an outbreak of deadly hemorrhagic fever in Bolivia, he confronted the despair of trying to save a colleague who accidentally infected himself with an errant scalpel. Working in Level 4 labs on the Machupo and Ebola viruses, he saw time and again why expensive high-tech biohazard containment equipment is only as safe as the people who use it.   Because of new, emerging viruses, and the return of old, “vanquished” ones for which vaccines do not exist, there remains a very real danger of a new epidemic that could, without proper surveillance and early intervention, spread worldwide virtually overnight. And the possibility of foreign countries or terrorist groups using deadly airborne viruses—the poor man’s nuclear arsenal—looms larger than ever.   High-octane science writing at its best and most revealing, Virus Hunter is a thrilling first-person account of what it is like to be a warrior in the Hot Zone.