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 best way to lose weight is by developing a style of eating you can live with, because it’s flexible and probably unique to you. But often that’s easier said than done.You’ve no doubt tried some different things already. Maybe you’ve been advised to eat only when hungry and stop when full; to overeat your favourite foods so you’d learn to get over them; to find the right kind or combination of carbs, proteins and fats, or micronutrients; to deal with your emotions in order to stop wanting to eat so much.None of this takes into account what happens in your brain when your natural, survival drive to eat (and eat and eat) becomes activated. The purpose of this drive is to get you through the next famine, but in these times of plenty it’s a disaster. In the face of this, nutritional advice may not make much of a difference. You can know what’s healthy, but find it impossible to stick to for long enough.Do you feel hungry after a meal, no matter what was in it? Do you lose weight only to yo-yo back again? Do you think about food too much of the time? Would you like to stop dieting and eat ‘like a normal person’?<b>DITCHING DIETS</b> explains how to stop eating so much by thinking in a way that’s the opposite of dieting. The opposite because it’s the dieting mindset – especially the prohibitions - that contribute to the problem in the first place.You will discover how to eat in ways you truly want to live with, rather than ways you later regret; how to eat less without following any rules, either your own or those taken on from others; how to develop the motivation to make changes, and stay in touch with that motivation long term.You will learn how to eliminate:• persistent cravings and obsession with food• feeling deprived, miserable or irritable when you don’t overeat• an all-or-nothing relationship with food• rebellious overeating and bingeing.<b>DITCHING DIETS</b> will give you control around food so that you can lose weight – and maintain that weight loss in the longer term. This is about how to make a shift in your thinking about food that will last, and once you’ve made that shift there will be no need to diet again.<b>DITCHING DIETS</b> is easy to read, with thought-provoking and practical advice that the author has taught in seminars for many years. Not a book on nutrition, this is a common sense, gimmick-free approach that enables you to overcome your attraction to all that food you don’t really need. <i>“Her way of achieving a healthy lifestyle and junking diets for ever has to be the only way forward in my life.” </i>ELLE<i>“I can sense the shift in my thought process and I am no longer grazing from the fridge all night.” </i>The Daily Telegraph<i>“I am eating healthier food and less of it. What I like most is the idea of never going on a diet again.” </i>The Independent<b>A NOTE FROM THE AUTHOR</b>Many years ago I signed up for a liquid diet programme, and the day I was to begin I woke up with a strong desire for a large, fried, English breakfast. The thing was, I didn’t ever eat breakfasts like that at that time.

    In 1919, Spanish flu killed over 50 million people, more than died in both world wars combined. In 1950, an estimated 50 million people caught smallpox worldwide, of whom 10 million died. In 1980, before measles vaccine was widely used, an estimated 2.6 million children died of measles every year. Today we are hostage to a new pandemic disease -the seemingly unstoppable COVID-19.Less than 100 years ago, losing a child to an infection like diphtheria or polio was a dreaded but almost inevitable sorrow faced by all parents, from the richest to the poorest. Today, these killer diseases are almost never seen in industrialised countries, thanks to the development of vaccines. Immunisation has given modern parents peace of mind their ancestors could not imagine.The history of vaccination is rich with trial, error, sabotage and success. It encompasses the tragedy of lives lost, the drama of competition and discovery, the culpability of botched testing, and the triumph of effective, lifelong immunity. Yet with the eradication in the first world of some of humanity's deadliest foes, complacency in some quarters has set in. COVID-19 has us again racing for a vaccine. The story of past achievements and failures helps us keep the race - and the hope - in perspective.This is a book for everyone who wants to understand our past - and cares about our future.PRAISE'Anyone who has doubts about the life-saving miracle of vaccination should read this' Steven Carroll, Sydney Morning Herald'An entertaining and engaging work that is sure to delight general readers' Australian Book Review'The ideal handbook for pregnant women, parents, travellers, childcare and aged-care workers, GPs and anyone with an interest in public health' The Australian'Isaacs explores the understanding of immunity as it develops from the fifth century BC to the present day and thrills us with the progressive successes of each of the 14 vaccines which a child routinely receives today ... The work is authoritative, beguiling, amusing, instructive and inspirational. It deserves a wide readership, including infectious disease experts, other health professionals and, most assuredly, a diversity of lay people' Sir Gustav Nossal, immunologist and director of The Walter and Eliza Institute of Medical Research, Melbourne, 1965-1996'A rollicking story of human endeavour, error, misinformation, success and failure ... and more than a glimpse of why we need to continue to research, evaluate, educate and fund vaccines to prevent disease' Fiona Stanley, Distinguished Research Professor, University of Western Australia'Effortlessly accessible, Defeating the Ministers of Death brilliantly reveals the people behind the most important public health intervention in history' Professor Andrew J Pollard, Department of Paediatrics, University of Oxford'This book is an unflinching look at the triumphs and inevitable tragedies in the war against infectious diseases. Nonfiction is at its best when it reads like fiction. And David Isaacs has written a page turner' Paul A. Offit, MD, author of Bad Advice: Or Why Celebrities, Politicians, and Activists Aren't Your Best Source of Health Information

    The Fifth Edition features updated information throughout, including new theories and models such as the Healthy Action Process Approach (HAPA) and the Community Readiness Model (CRM), sections on grant writing and preparing a budget, real-life examples of marketing principles and processes, and a new classification system for evaluation approaches and designs. Health Education, Health Promotion, Health Educators, and Program Planning, Models for Program Planning in Health Promotion, Starting the Planning Process, Assessing Needs, Measurement, Measures, Measurement Instruments and Sampling, Mission Statement, Goals, and Objectives, Theories and Models Commonly Used for Health Promotion Interventions, Interventions, Community Organizing and Community Building, Identification and Allocation of Resources, Marketing: Making Sure Programs Respond to Wants and Needs of Consumers, Implementation: Strategies and Associated Concerns, Evaluation: An Overview, Evaluation Approaches and Designs, Data Analysis and Reporting. Intended for those interested in learning the basics of planning, implementing, and evaluating health promotion programs

    Now you can relieve your worst IBS symptoms by adopting a low FODMAP diet. FODMAPs are simple carbohydrates that can be the hidden culprits behind digestive disorders. The Low FODMAP 28-Day Plan, from New York Times and Amazon best-selling publisher Rockridge Press, is a straightforward 4-week plan for removing FODMAPs from your diet and banishing digestive pain forever. With easy guidelines and simple recipes, you’ll learn how to identify and avoid FODMAP foods, and make healthy and delicious FODMAP free meals in your own kitchen. With The Low FODMAP 28-Day Plan you will soothe your digestive system and make it easy to enjoy meals again, with:•105 recipes for delicious, nutritious low FODMAP dishes including Huevos Rancheros, Maple-Soy Glazed Salmon, Butterscotch Pudding, and Spiced Popcorn •A “symptom tracker” so you can log what you’re eating and how it affects your symptoms •An easy-to-follow quickstart guide to help you begin a low FODMAP diet •Comprehensive lists of foods to enjoy or avoid based on their FODMAP content, •10 tips for sticking to a low FODMAP diet when dining out

    In Heart 411, two renowned experts, heart surgeon Marc Gillinov and cardiologist Steven Nissen, tackle the questions their patients have raised over their decades of practice: Can the stress of my job really lead to a heart attack? How does exercise help my heart, and what is the right amount and type of exercise? What are the most important tests for my heart, and when do I need them? How do symptoms and treatments differ among men, women, and children?Backed by decades of clinical experience and up-to-the-minute research, yet written in the accessible, down-to-earth tone of your trusted family doctor, Heart 411 cuts through the confusion to give you the knowledge and tools you need to live a long and heart-healthy life.

    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.

    In this pocket version of his bestselling Life Without Diabetes, Professor Roy Taylor offers a brilliantly concise explanation of what happens to us when we get type 2 and how we can escape it.Taylor's research has demonstrated that type 2 is caused by just one factor - too much internal fat in the liver and pancreas - and that to reverse it you need to strip this harmful internal fat out with rapid weight loss.In simple, accessible language, Taylor takes you through the three steps of his clinically proven Newcastle weight loss plan and shows how to incorporate the programme into your life.Complete with FAQs and inspirational tips from his trial participants, this is an essential read for anyone who has been given a diagnosis of type 2 diabetes or pre-diabetes and wants to understand their condition and transform their outcomes.

    Or you have persistent pain you and your doctor can't explain. Man or woman, you may be fighting fluctuating hormone levels. Or maybe you snore like a freight train.Anything that narrows the throat and interrupts sleep, particularly breathing problems brought on by sleep position, illness, life changes, or your anatomy, may be key to understanding a host of common health issues. In this groundbreaking book, Dr. Steven Park outlines a simple, rational explanation for what s making you sick, and provides guidance for treatment options that address specific health problems.

    Siracusa's overview, wrap-up, and critique of everything new in OS X 10.10 Yosemite.

    Your brain can't function. You are asked to make decisions about treatment almost immediately, when you are not in your right mind. And yet you pull yourself together and start asking questions. Beside you is your doctor, whose job it is to solve the awful puzzle of bone marrow gone wrong. The two of you are in it together. In When Blood Breaks Down, Mikkael Sekeres, a leading cancer specialist, takes readers on the journey that patient and doctor travel together.Sekeres, who writes regularly for the Well section of the New York Times, tells the compelling stories of three people who receive diagnoses of adult leukemia within hours of each other: Joan, a 48-year-old surgical nurse, a caregiver who becomes a patient; David, a 68-year-old former factory worker who bows to his family's wishes and pursues the most aggressive treatment; and Sarah, a 36-year-old pregnant woman who must decide whether to undergo chemotherapy and put her fetus at risk. We join the intimacy of the conversations Sekeres has with his patients, and watch as he teaches trainees. Along the way, Sekeres also explores leukemia in its different forms and the development of drugs to treat it--describing, among many other fascinating details, the invention of the bone marrow transplant (first performed experimentally on beagles) and a treatment that targets the genetics of leukemia.The lessons to be learned from leukemia, Sekeres shows, are not merely medical; they teach us about courage and grace and defying the odds.

    Eat no meat from Monday through Friday. During the weekends, you're back to being a carnivore. Hill, who founded the eco-blog treehugger.com, has expanded the popular short talk he gave at TED 2010 with a life-changing digital book that explores the personal, economic, and societal benefits of moving meat out of your diet. Don't fear that vegetarian dishes all taste like sawdust. Hill includes great-tasting veggie recipes to get you started.

    The year is 2005. A highly infectious, unidentified Ebola-like virus is sweeping through the slums and villages of northern Angola. Within months, more than 200 people have died, medical services have collapsed and aid workers are on the brink of exhaustion. At 23, Peter Apps was just starting out as a foreign correspondent when Reuters sent him into the heart of the outbreak to get the story. In “Before Ebola: Dispatches from a Deadly Outbreak” Apps recalls in vivid, unflinching detail the horrors of life in a hot zone, the compassion of those trying to contain it, and how a terrified young journalist came of age in a time of almost unbearable crisis. Peter Apps is a global defense correspondent for Reuters news, currently dividing his time between London and Washington, D.C. In September 2006, Apps broke his neck in a minibus crash while covering the Sri Lankan civil war, leaving him largely paralyzed from the shoulders down. Cover design by Kristen Radtke.

    Part One presents the general principles of pathophysiology and discusses the influence of the environment and the role of genetics in the development of disease. Part Two, organized by body system, examines normal anatomy and physiology, alterations of function in adults, and alterations of function in children.

    Now #1 New York Times bestselling author Dr. Nicholas Perricone gives us an anti-aging program that unveils the miracle of cellular rejuvenation. These seven powerful strategies are not only easy to follow but present a plan for total health designed to help us look and feel great by age-proofing us from the inside out. Taking a holistic approach that taps into cutting-edge science, Dr. Nicholas Perricone reveals how to rev up our cellular metabolism so that we can stay healthy, strong, and energetic, while keeping our skin soft, smooth, and supple. These strategies will help us reverse osteoporosis, restore bone structure and muscle mass, revitalize brain cells, reduce the chances of heart disease and cancer, elevate mood, manage blood sugar, and slim down and stay trim. Inside Dr. Perricone’s 7 Secrets to Beauty, Health, and Longevity you will discover• the six kinds of food you need to eat every day, as well as healthy and delicious snacks–including a vegetable that both suppresses appetite and builds muscle• new findings about the best nutritional supplements to win the fight against aging• revolutionary skin rejuvenating secrets for radiant, toned, and youthful-looking skin • the role of pheromones in curbing depression, boosting self-confidence, triggering weight loss, and improving libido• the essential oil that is more powerful than antibiotics• an exercise plan that will shape your silhouette and strengthen your bones in as little as ten minutes a day• delicious recipes, easy shopping lists, and a guide to safe cookware so that you can create your own anti-aging kitchen• Dr. Perricone’s trademark tips about new products that really work–and where to find themWhether your aim is to look younger, improve your health, or just feel great, you’ll see fast results by following Dr. Perricone’s simple program. These seven indispensable secrets will keep you beautiful, healthy, and young all through life.From the Hardcover edition.