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.

    He takes us on a journey through the laboratories where scientists are studying every aspect of the cell--DNA, mitochondria, stem cells, our immune systems, even age genes that can lead to a tenfold increase in life span (in worms, anyway)--all in an effort to forestall or reverse the body's (currently!) inevitable decline. With clear writing and intellectual passion, Steele shines a spotlight on a revolution already under way and offers reality-based hope.

    After years of failed diets Dr Nadja Hermann weighed over 23 stone at the age of 30. All her life, she had heard and read about hundreds of reasons why diets wouldn't work for her. But when her weight started to seriously affect her health, she took a hard look at the science and realised that most of what she believed about dieting was a myth. What was more, those very myths were preventing her from losing weight.Forget clean eating, paleo, or fasting — it was conquering these elements of ‘Fat Logic’ that finally led to Hermann achieving a healthy weight. One and a half years later, she weighed 10 stone, and has maintained that weight to this day. Now, using humour, the insight she’s acquired, and a dose of science, Hermann debunks widespread lies about weight loss, and shows how it is possible to attain a healthy weight.

    Recovery and convalescence are words that exist at the periphery of our lives - until we are forced to contend with what they really mean.Here, GP and writer Gavin Francis explores how - and why - we get better, revealing the many shapes recovery takes, its shifting history and the frequent failure of our modern lives to make adequate space for it.Characterised by Francis's beautiful prose and his view of medicine as 'the alliance of science and kindness', Recovery is a book about a journey that most of us never intend to make. Along the way, he unfolds a story of hope, transformation, and the everyday miracle of healing.

    Sybil became both a pop phenomenon and a revolutionary force in the psychotherapy industry. The book rocketed multiple personality disorder (MPD) into public consciousness and played a major role in having the diagnosis added to the psychiatric bible, Diagnostic and Statistical Manual of Mental Disorders. But what do we really know about how Sybil came to be? In her news-breaking book Sybil Exposed, journalist Debbie Nathan gives proof that the allegedly true story was largely fabricated. The actual identity of Sybil (Shirley Mason) has been available for some years, as has the idea that the book might have been exaggerated. But in Sybil Exposed, Nathan reveals what really powered the legend: a trio of women—the willing patient, her ambitious shrink, and the imaginative journalist who spun their story into bestseller gold. From horrendously irresponsible therapeutic practices—Sybil’s psychiatrist often brought an electroshock machine to Sybil’s apartment and climbed into bed with her while administering the treatment— to calculated business decisions (under an entity they named Sybil, Inc., the women signed a contract designating a three-way split of profits from the book and its spin-offs, including board games, tee shirts, and dolls), the story Nathan unfurls is full of over-the-top behavior. Sybil’s psychiatrist, driven by undisciplined idealism and galloping professional ambition, subjected the young woman to years of antipsychotics, psychedelics, uppers, and downers, including an untold number of injections with Pentothal, once known as “truth serum” but now widely recognized to provoke fantasies. It was during these “treatments” that Sybil produced rambling, garbled, and probably “false-memory”–based narratives of the hideous child abuse that her psychiatrist said caused her MPD. Sybil Exposed uses investigative journalism to tell a fascinating tale that reads like fiction but is fact. Nathan has followed an enormous trail of papers, records, photos, and tapes to unearth the lives and passions of these three women. The Sybil archive became available to the public only recently, and Nathan examined all of it and provides proof that the story was an elaborate fraud—albeit one that the perpetrators may have half-believed. Before Sybil was published, there had been fewer than 200 known cases of MPD; within just a few years after, more than 40,000 people would be diagnosed with it. Set across the twentieth century and rooted in a time when few professional roles were available to women, this is a story of corrosive sexism, unchecked ambition, and shaky theories of psychoanalysis exuberantly and drastically practiced. It is the story of how one modest young woman’s life turned psychiatry on its head and radically changed the course of therapy, and our culture, as well.

    Throughout her life, Elizabeth Lesser has sought understanding about what it means to be true to oneself and, at the same time, truly connected to the ones we love. But when her sister Maggie needs a bone marrow transplant to save her life, and Lesser learns that she is the perfect match, she faces a far more immediate and complex question about what it really means to love—honestly, generously, and authentically.Hoping to give Maggie the best chance possible for a successful transplant, the sisters dig deep into the marrow of their relationship to clear a path to unconditional acceptance. They leave the bone marrow transplant up to the doctors, but take on what Lesser calls a "soul marrow transplant," examining their family history, having difficult conversations, examining old assumptions, and offering forgiveness until all that is left is love for each other’s true selves. Their process—before, during, and after the transplant—encourages them to take risks of authenticity in other aspects their lives.But life does not follow the storylines we plan for it. Maggie’s body is ultimately too weak to fight the relentless illness. As she and Lesser prepare for the inevitable, they grow ever closer as their shared blood cells become a symbol of the enduring bond they share. Told with suspense and humor, Marrow is joyous and heartbreaking, incandescent and profound. The story reveals how even our most difficult experiences can offer unexpected spiritual growth. Reflecting on the multifaceted nature of love—love of other, love of self, love of the world—Marrow is an unflinching and beautiful memoir about getting to the very center of ourselves.

    Modern Essentials: A Contemporary Guide to the Therapeutic Use of Essential Oils is perfect for anyone looking to know more about the essential oils and how they can be used in everyday life. Whether you are a beginner or a long-time essential oil user, this book is designed for you.Features of this contemporary guide include the following: * Easy-to-understand definitions for each medical condition listed in the "Personal Usage Guide" section. * Listings of all of the essential oils and essential oil blends with their chemical constituents, historical uses, application suggestions, safety data, and much more. * Essential oil solutions for helping with everything from common disorders such as acne to more serious illnesses such as diabetes. * An introduction to the essential oils, including their benefits and historical background. * Reflexology charts. * Illustrated instructions explaining how to perform the Aroma Touch-TM Technique.Published in October of 2009. 208 pages.

    Although necessary health care should be available to all who need it, he says, the current health-care debate assumes that everyone requires massive amounts of expensive care to stay healthy. Hadler urges that before we commit to paying for whatever pharmaceutical companies and the medical establishment tell us we need, American consumers need to adopt an attitude of skepticism and arm themselves with enough information to make some of their own decisions about what care is truly necessary. Each chapter of Worried Sick is an object lesson regarding the uses and abuses of a particular type of treatment, such as mammography, colorectal screening, statin drugs, or coronary stents. For consumers and medical professionals interested in understanding the scientific basis for Hadler's arguments, each topical chapter has an accompanying source chapter in which Hadler discusses the medical literature and studies that inform his critique. According to Hadler, a major stumbling block to rational health-care policy in the United States is contention over the very concept of what constitutes good health. By learning to distinguish good medical advice from persuasive medical marketing, consumers can make better decisions about their personal health and use that wisdom to inform their perspectives on health-policy issues.

    If you're among them, you may know all too well how little modern medicine can do to alleviate your condition. But that's no reason to give up hope. In this groundbreaking book, Sarah D. Ballantyne, Ph.D., draws upon current medical research and her own battle with an autoimmune disorder to show you how you can become completely symptom-free—the natural way.The Paleo Approach is the first book ever to explain how to adapt the Paleo diet and lifestyle to bring about a full recovery. Read it to learn why foods marketed as "healthy"—such as whole grains, soy, and low-fat dairy—can contribute to the development of autoimmune conditions. Discover what you can eat to calm your immune system, reduce inflammation, and help your body heal itself. Find out which simple lifestyle changes—along with changes in diet—will make the biggest difference for your health.There's no need to worry that "going Paleo" will break the bank or require too much time in the kitchen preparing special foods. In The Paleo Approach, Dr. Ballantyne provides expert tips on how to make the switch easily and economically. Complete food lists with strategies for the day-to-day—how stay within your food budget, where to shop for what you need, how to make the most out of your time in the kitchen, and how to eat out—take all the guesswork out of going Paleo. Simple strategies for lifestyle adjustments, including small steps that can make a huge difference, guide you through the most important changes to support healing.Do you have a complicated condition that requires medical intervention, medication, or supplements? Dr. Ballantyne also walks you through the most useful medical tests, treatments, and supplements (as well as the most counterproductive ones) to help you open a dialogue with your physician.Features such as these make The Paleo Approach the ultimate resource for anyone suffering from an autoimmune disease. Why suffer a moment longer? Reclaim your health with The Paleo Approach!

    One heart. Two eyes. Ten fingers. You may think you know what makes up a human. But it turns out our bodies are full of surprises. What makes tears of joy different from tears of sadness?Why is a gut feeling so much smarter than you think?And why is 90% of you not even human?You may think you know the human body – heart, lungs, brain and bones – but your body is full of extraordinary mysteries that science is only just beginning to understand. This book, which accompanies a major new BBC TV programme, will change the way we think about our bodies.Doctors are in the business of keeping secrets, but medical confidentiality isn’t just about privacy, shame or discretion. It’s about vulnerability to exploitation. In this ground-breaking new book, the effervescent van Tulleken twins bring their knowledge and charm to the page to reveal just how well our bodies keep secrets from the things that want to exploit it: bacteria, viruses, fungi, parasites, larger predators and, crucially, other people. They uncover the remarkable stories behind the science we are not meant to know, on matters of life and death.Leading us through these revelations are tales of everyday miracles – the human stories that bind every one of us together through the universal stages of life. From the most extreme environments on Earth to the most extreme events, Chris and Xand reveal the incredible abilities every human shares. Arranged around the three themes of learning, survival and growth, this book shows the human body like never before.Combining cutting-edge science and technology with stunning photography that gives us a tantalising glimpse beneath our skin, the van Tullekens reveal the secrets that make very ordinary human body … extraordinary.

    Becoming pregnant is a beautiful moment in any person's life, but we understand that it can be challenging to keep your body nurtured and supported throughout this journey. Don't worry, DK has got you covered!Introducing 'Mindful Pregnancy' - a practical and inspiring step-by-step photographic guide to keep you and your baby happy and healthy during your pregnancy journey. If you're a yoga-loving, mindful mum-to-be looking for sound advice on how to enjoy a natural, stress-free pregnancy, then this is the book for you!Inside the pages of this in-depth natural birth book you'll discover:-In-depth guide to pregnancy wellness organized trimester by trimester, including top tips and advice on various themes to match your stage of pregnancy and the development of your baby.-Clear, concise and easy to follow techniques which are presented step-by-step, grounded in their scientific benefits Discover all that this prenatal health book has to offer. Packed with up-to-date research alongside safe, strengthening and supportive sequences to guide you through your pregnancy journey, this is a must-have volume for expectant mothers keen to stay fit and supported throughout pregnancy, women who want to explore the benefits of doing yoga with their babies, or even mums-to-be experiencing any one of the common ailments of pregnancy, such as backache and are looking to remedy them naturally. In fact, recent studies suggest there are great health benefits to practicing yoga during pregnancy, including reducing anxiety and stress in mothers, as well as a reduction in the pain of labour. This mindful maternity book offers safe yoga, meditation, natural remedies and nutritional and hypnobirthing advice that are specifically tailored to each stage of pregnancy. This inspiring guide offers encouraging and practical advice that will help you understand your body, embrace change and fully prepare you for becoming a mum. The ideal gift for yoga-loving mindful mums to be, this guide is jam-packed with top tips and techniques for a mindful and stress-free pregnancy and natural birth. At DK, we believe in the power of discovery. So with Mindful Pregnancy by your side, we assure you will feel safe and supported during this special time in your life, as you count down the days to your new arrival!

    Daniel Amen, and Dr. Mark Hyman is centered on five essentials that will launch your journey to health: faith, food, fitness, focus, and friends.With support from medical and fitness experts, Pastor Rick Warren and thousands of people from his congregation started on a journey to transform their own lives. It's called The Daniel Plan and it works for on simple reason: God designed your body to be healthy and He provided everything you need to thrive and live an abundant life.This small group study is a vital component of The Daniel Plan because it emphasizes the powerful community component of the program. As Dr. Mark Hyman says, 'community is the cure' for healthy living.The Daniel Plan small group study teaches simple ways to incorporate healthy choices into your daily lifestyle. This study guide includes biblical inspiration from Pastor Rick, instruction from our doctors and wellness experts, practical food and fitness tips, and much more.Sessions include:Faith: Nurturing Your SoulFood: Enjoying God's AbundanceFitness: Strengthening Your BodyFocus: Renewing Your MindFriends: Encouraging Each OtherLiving the LifestyleThis study guide is designed for use with The Daniel Plan: A DVD Study.

    These differences have become culturally obsolete with the overturning of traditional gender roles. But they are nevertheless very real, and they go well beyond the obvious sexual and reproductive variances: men and women differ in terms of digestion, which affects the way medications are absorbed. Sensitivity to pain is dependent on gender. Even the symptoms of a heart attack manifest differently in a man than in a woman.And yet the medical establishment largely treats male and female patients as though their needs are identical. In fact, medical research is still done predominately on men, and the results are then applied to the treatment of women. This is clearly problematic and calls for a paradigm change—such a paradigm change is the purpose of Gender Medicine.

    It takes readers through the historical evolution of conventional medicine's views on IBS in a way that can be easily understood and provides real life examples. Dr. Pimentel provides readers with the missing link-bacteria overgrowth in the small intestines-and sets forth a treatment protocol adopted by such renowned institutions as Cedars-Sinai Medical Center that will not only resolve your IBS symtoms, but will also prevent it from recurring.

    What is fueling this twenty-first century pandemic?  In this eye-opening tour de force, Steven Phillips, MD, and his former patient, singer-songwriter Dana Parish, take on the medical establishment. Backed by a trove of published data, Chronic reveals striking evidence that a broad range of microbes, including the Lyme bacteria, cause a variety of recurrent conditions and autoimmune diseases. Chronic delves into the history and science behind common infections that are difficult to diagnose and treat, debunks widely held beliefs by doctors and patients alike, shows how medicine got the facts patently wrong, and provides solutions that empower readers to get their lives back. Dr. Phillips was already an internationally renowned physician specializing in complex chronic diseases when he became a patient himself. After nearly dying from his own mystery illness, he experienced firsthand the medical community’s ignorance about the pathogens that underlie a deep spectrum of chronic conditions—from fibromyalgia, lupus, multiple sclerosis, chronic fatigue syndrome, and rheumatoid arthritis to depression, anxiety, and neurodegenerative disorders. Parish, too, watched her health spiral after twelve top doctors missed an underlying infection that caused heart failure and other sudden debilitating physical and psychiatric symptoms. Now, they’ve come together with a mission: to change the current model of simply treating symptoms, often with dangerous, lifelong drugs, and shift the focus to finding and curing root causes of chronic diseases that affect millions around the world.