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.

    A Paramedic's Diary is his gripping, blow-by-blow account of a year on the streets - 12 roller-coaster months of enormous highs and tragic lows. One day he'll save a young mother's life as she gives birth, the next he might watch a young girl die on the tarmac in front of him after a hit-and-run. His is a world of hoax calls, drunks and druggies, terrorist bombings and gangland shootings. A gripping, entertaining and often amusing read. About the author:Stuart Gray has been a guest on Saturday Live on Radio 4 and the Simon Mayo Show and the Donal MacIntyre Show on Radio Five Live.He has also appeared on TV in Bizarre ER. The Times named him one of the 40 Bloggers who really count and said that he 'encounters more blood-curdling drama on a single shift than most people would in a year' and that his writing is 'compelling and plainly written.'

    The See and Say pronunciation system makes pronouncing unfamiliar terms easy. Because word parts are integral to learning medical terminology, mastery of these "building blocks" is emphasized in every chapter. Organized by body system, chapters begin with an overview of the structures and functions of that system so you can relate these to the specialists, pathology, diagnostic, and treatment procedures that follow. Learning Exercises in each chapter offer a variety of formats that require written answers. Writing terms reinforces learning and provides practice to help master spelling and enhance comprehension.

    We all have one, but most of us will never see one. The heart surgeon now has that privilege but, for centuries, the heart was out of reach even for surgeons. So when a surgeon nowadays opens up a ribcage and mends a heart, it remains something of a miracle, even if, to some, it is merely plumbing. As with plumbers, the quality of surgeons’ work varies. As with plumbers, surgeons’ opinion of their own prowess and their own attitude to risk are not always reliable. Measurement is key. We’ve had a century of effective evidence-based medicine. We’ve had barely a decade of thorough monitoring of clinical outcomes. Thanks to the ground-breaking risk modelling of pioneering surgeons like Samer Nashef, we at last know how to judge whether an operation is in a patient’s best interest, which hospital and surgeon would be best for that operation, when it might best be performed and what the exact level of risk is. We have at last made what is important in surgery measurable. But how should surgeons, and their patients, use these newfound insights? Ever since his days as a medical student, Samer Nashef has challenged the medical profession to be more open and more accurate about the success of surgical procedures, for the sake of the patients. In The Naked Surgeon, he unclothes his own profession to demonstrate to his reader (and prospective patient) many revelations, such as the paradox at the heart of the cardiac surgeon’s craft: the more an operation is likely to kill you, the better it is for you. And he does so with absolute clarity, fluency and not a little wit.

    history. A murderer’s tale is not always shrouded in darkness, trauma and failure to perform as a normal person. Some killers are just as successful in life as those around them or even more so. They are able to function as any regular human being and charm their communities and victims into believing that they are of a good, pure nature. Ted Bundy was a handsome, charming and ambitious man who carried his hatred deeper and more hidden than any other murderers do. He was able to lead a life that included normal friendships and relationships, and he even got far as both a student and a politician. But the hatred was there…it was always there… Bundy ended the lives of over thirty young women, ensuring that their final moments were ugly and violent. His torture methods were cruel, and there was no mercy shown to each female as he bludgeoned, strangled or cut them. Ted Bundy - The Campus Killer - a name of nightmares. This is his story.

    

    Hurley chronicles today’s diabetes epidemic—how the disease has grown so dramatically, why the American Diabetes Association focuses its attention on just a small handful of available treatments, and why the research being done today doesn’t look beyond accepted types of treatments. Just as Eric Schlosser’s Fast Food Nation uncovered the sordid details leading to an epidemic of obesity, Dan Hurley uncovers the hidden truths of what is being researched—and even more importantly, what is not. Diabetes Rising explores both Type 1 and Type 2 diabetes, one of the leading causes of deaths in the United States. With ground-breaking research and compelling stories seen through an investigative, historical, and narrative lens, Diabetes Rising couples big-picture insight with intimate reporting. The book yields riveting insight into the struggle between the pervasive malady and the medical community’s ongoing search for answers. Informed but not dominated by the author’s own experience as a Type 1 diabetic, Diabetes Rising grants exclusive access to new studies, innovative treatments, and determined patients. Hurley’s sharp, entertaining, and provocative read will change how readers understand diabetes, and the cultures, conditions, and medical climates in which it thrives.

    But doctors’ emotional responses to the life-and-death dramas of everyday practice have a profound impact on medical care. And while much has been written about the minds and methods of the medical professionals who save our lives, precious little has been said about their emotions. In What Doctors Feel, Dr. Danielle Ofri has taken on the task of dissecting the hidden emotional responses of doctors, and how these directly influence patients.How do the stresses of medical life—from paperwork to grueling hours to lawsuits to facing death—affect the medical care that doctors can offer their patients? Digging deep into the lives of doctors, Ofri examines the daunting range of emotions—shame, anger, empathy, frustration, hope, pride, occasionally despair, and sometimes even love—that permeate the contemporary doctor-patient connection. Drawing on scientific studies, including some surprising research, Dr. Danielle Ofri offers up an unflinching look at the impact of emotions on health care.With her renowned eye for dramatic detail, Dr. Ofri takes us into the swirling heart of patient care, telling stories of caregivers caught up and occasionally torn down by the whirlwind life of doctoring. She admits to the humiliation of an error that nearly killed one of her patients and her forever fear of making another. She mourns when a beloved patient is denied a heart transplant. She tells the riveting stories of an intern traumatized when she is forced to let a newborn die in her arms, and of a doctor whose daily glass of wine to handle the frustrations of the ER escalates into a destructive addiction. But doctors don’t only feel fear, grief, and frustration. Ofri also reveals that doctors tell bad jokes about “toxic sock syndrome,” cope through gallows humor, find hope in impossible situations, and surrender to ecstatic happiness when they triumph over illness.  The stories here reveal the undeniable truth that emotions have a distinct effect on how doctors care for their patients. For both clinicians and patients, understanding what doctors feel can make all the difference in giving and getting the best medical care.

    But what if the person receiving the diagnosis--young, physically fit, poised for a bright future--is himself a doctor?At thirty-one David biro has just completed his residency and joined his father's successful dermatology practice. Struck with a rare blood disease that eventually necessitates a bone marrow transplant, Biro relates with honesty and courage the story of his most transforming journey. He is forthright about the advantages that his status as a physician may have afforded him; and yet no such advantage can protect him from the anxiety and doubt brought on by his debilitating therapies. The pressures that Biro's wild "one hundred days" brings to bear on his heretofore well-established identity as a caregiver are enormous--as is the power of this riveting story of survival.

    The first small cities formed not only the cradle of civilization, but the spawning ground for the earliest viral epidemics, the first opportunity for viruses to find a home in the human herd. This is a story of fear and ignorance, as everything from demons and the wrath of the gods to minority groups have been blamed for epidemics from smallpox to yellow fever to AIDS. It is a story of grief and heartbreak, as hundreds of thousands, sometimes millions, are wiped out in a single year. And it is a story of great bravery and sacrifice, as doctors and nurses put themselves in harm's way to combat yellow fever in Memphis and Ebola in Zaire, and as researchers risk their own lives to test theories of vaccines and the transmission of disease. Now, in Viruses, Plagues, and History, Michael B. A. Oldstone tells all these stories as he illuminates the history of the devastating diseases that have tormented humanity.Oldstone focuses his tale on a few of the most famous viruses humanity has battled, beginning with some we have effectively defeated, such as smallpox, polio, and measles. Nearly 300 million people were killed by smallpox in this century alone -- more than were killed in all the wars of the twentieth century combined. The author presents a vivid account of the long campaign against the virus, the insightful work of Edward Jenner, who created the smallpox vaccine from cowpox virus in 1796, and the monumental efforts of D. A. Henderson and an army of W.H.O. health care workers to finally eradicate smallpox. The smallpox virus remains the only organism that we have deliberately pushed to complete extinction in the wild.Oldstone then describes the fascinating viruses that have captured headlines in more recent years: Ebola and other hemorrhagic fevers, which literally turn their victims' organs to a bloody pulp; the Hantavirus outbreaks in the southwestern United States and elsewhere; mad cow disease, a frightening illness made worse by government mishandling and secrecy; and, of course, AIDS, often called the plague of our time. And he tells us of the many scientists watching and waiting even now for the next great plague, monitoring influenza strains to see whether the deadly variant from 1918 -- a viral strain that killed over 20 million people in 1918-1919, more than twice the military and civilian casualties of the First World War -- will make a comeback.Viruses have enormous power. They have wiped out cities, brought down dynasties, and helped destroy civilizations. But, as Michael Oldstone reveals, scientific research has given us the power to tame many of these viruses as well. Viruses, Plagues, and History shows us the panorama of humanity's long-standing conflict with our unseen viral enemies, from our successes to our continuing struggles. Oldstone's book is a vivid history of a fascinating field, and a highly reliable dispatch from a worker on the frontiers of this ongoing campaign.

    She is also a superbly gifted writer–witty, insightful, at once deeply humane and refreshingly wry. In Another Day in the Frontal Lobe, Dr. Firlik draws on this rare combination to create a neurosurgeon’s Kitchen Confidential–a unique insider’s memoir of a fascinating profession.Neurosurgeons are renowned for their big egos and aggressive self-confidence, and Dr. Firlik confirms that timidity is indeed rare in the field. “They’re the kids who never lost at musical chairs,” she writes. A brain surgeon is not only a highly trained scientist and clinician but also a mechanic who of necessity develops an intimate, hands-on familiarity with the gray matter inside our skulls. It’s the balance between cutting-edge medical technology and manual dexterity, between instinct and expertise, that Firlik finds so appealing–and so difficult to master. Firlik recounts how her background as a surgeon’s daughter with a strong stomach and a keen interest in the brain led her to this rarefied specialty, and she describes her challenging, atypical trek from medical student to fully qualified surgeon. Among Firlik’s more memorable cases: a young roofer who walked into the hospital with a three-inch-long barbed nail driven into his forehead, the result of an accident with his partner’s nail gun, and a sweet little seven-year-old boy whose untreated earache had become a raging, potentially fatal infection of the brain lining. From OR theatrics to thorny ethical questions, from the surprisingly primitive tools in a neurosurgeon’s kit to glimpses of future techniques like the “brain lift,” Firlik cracks open medicine’s most prestigious and secretive specialty. Candid, smart, clear-eyed, and unfailingly engaging, Another Day in the Frontal Lobe is a mesmerizing behind-the-scenes glimpse into a world of incredible competition and incalculable rewards.From the Hardcover edition.

    For each body system, broad coverage of anatomy, physiology, pathology, diagnostic procedures, treatment procedures, and pharmacology is provided. The author emphasizes both terms built from Latin and Greek word parts, and modern English terms, helping students develop a full working word part vocabulary they can use to interpret any new term. This edition contains many new terms, and has been reorganized for more efficient learning. To eliminate confusion, Word Building tables have been removed from each chapter and the terms have been distributed throughout the pathology, diagnostic procedure, and treatment procedure tables, where they are more immediately relevant to students. Note: This ISBN is just the standalone book, if the customer wants the book/access card order the ISBN below; 133962032 / 9780133962031 Medical Terminology: A Living Language PLUS MyMedicalTerminologyLab with Pearson etext -- Access Card Package Package consists of: 0132843471 / 9780132843478 Medical Terminology: A Living Language 0133936236 / 9780133936230 MyMedicalTerminologyLab with Pearson etext - Access Card - Medical Terminology A Living Language

    Close worked desperately to contain the outbreak. Haunted by this wrenching crisis, Dr. Close felt compelled to honor the memory of the courageous people he knew and lost. This is their story: a terrifying, completely authentic novel that begins with an invisible killer.  It strikes without warning—a lethal disease with no name . . . and no cure.   At a Catholic mission in Yambuku, a remote village sixty miles south of the Ebola River, local teacher Mabalo Lokela visits the clinic with a raging fever. Sister Lucie, a Flemish nun and nurse, gives him a shot of an antimalarial drug, wipes off the syringe, and awaits her next patient. Within days, Mabalo is dead. Soon, others are falling ill. Less than three weeks later, the virus claims Sister Lucie’s life as well. Panic erupts, but as the villagers attempt to flee, all roads leading out of Yambuku are closed off, the dying forced back. And as the single radio connecting the mission to the outside world brings only bad news, the valiant nuns and medical personnel left behind have no choice but to pray, and wonder: Will they survive long enough for help to arrive?

    This book was originally written by third-year medical students searching for the perfect review book--not finding it on the market, they wrote it themselves! Now in its third edition, Step-Up to Medicine boils down the full scope of tested pathology in a single ingenious tool. Each element is tailored for immediate content absorption, and an all-new, full-color interior differentiate elements for even faster, more efficient review. And, Step-Up to Medicine , third edition provides two types of self-assessment--the kinds of questions you will ask yourself as a clinician plus USMLE-style practice questions. This review book gives you just the Step-Up to the medicine clerkship, accompanying shelf exams, and USMLE Step 2 that you need! NEW Features for this blockbuster edition: Full-color, updated interior design brings the content to you in a rousing, memorable style. Full-color, updated art program illustrates concepts when a picture says it best--plenty of clinical images also supplement topics. New content on evidence-based medicine keeps you current and informed to guide your clinical decision making. Expanded content on drug dosing is added where relevant.CLASSIC Features students swear by: Complete coverage of high-yield medical topics ensures you are test ready Clinical Pearls boxes help you "file away" clinical medicine connections for handy retrieval at test time Quick Hits glimmering in the margins highlight highly testable material--just see how the sparks fly at test timeBONUS Material and study resources: eBook with the fully searchable text is available via thePoint . NEW 300 USMLE-style questions provide another means of self-assessment and practice for those exams NEW Audio clips of breath and heart sounds also available on thePoint

    In desperate attempts to cure their patients, physicians injected them with deadly medications, cut holes in their heads, and sterilized them. Years of insufficient funding caused the hospital to decay into a crumbling facility with too few staff, as seen in the 1975 film "One Flew Over the Cuckoo's Nest." Today, after a $360 million makeover, Oregon State Hospital is a modern treatment hospital for the state's civil and forensic mentally ill. In this compelling account of the institution's tragedies and triumphs, author Diane Goeres-Gardner offers an unparalleled look at the very human story of Oregon's historic asylum.