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.

    Daniel Mierlak, a psychiatrist for twenty-five years, on a journey to the stranger corners of human experience. Here you’ll meet: Tony, chauffeur to the fabulously rich, who overcomes crippling anxiety only to find himself descend into a homicidal rage following a botched cosmetic procedure. Amanda, hospitalized for mania, who sees a change to her medicine as an assassination attempt, and then stalks her doctor for a year after discharge. James, a schizophrenic hearing voices telling him to kill himself, whose piano playing leads to a shocking secret about his past. Psychiatric treatment is normally a private encounter and often misunderstood. In describing twelve of his most challenging cases, Dr. Mierlak brings you into his sessions, into his patients’ lives, and into the world of psychiatry. Get ready for some surprises.

    Her illness is no longer treatable. As she tells us in her remarkable last book, Dying: A Memoir, she now weighs less than her neighbour’s retriever.Written in the space of a few weeks, in a tremendous creative surge, this powerful and beautifully written book is a clear-eyed account of what dying has taught Cory: she describes the tangle of her feelings, she reflects on her life, and she remembers the lives and deaths of her parents. She tells us why she would like to be able to choose the circumstances of her own death.Dying: A Memoir is a breathtaking book about vulnerability and strength, courage and humility, anger and acceptance. It is a deeply affecting meditation on dying, but it is also a funny and wise tribute to life.

    It is more concise and easier to read than some, yet it covers the breadth of emergency medicine practice more comprehensively than others. The bottom line is that I like this book. Just as previous editions did, the seventh presents all of the most pertinent and up-to-date information in a well-organized format that is comprehensive yet easy to read. That and many of the attractive new features in this current edition will ensure its place on my bookshelf for years to come."--JAMAWith 418 contributors representing over 120 medical centers around the world, Tintinalli’s Emergency Medicine is the most practical and clinically rigorous reference of its kind. It covers everything from prehospital care, disaster preparedness, and basic resuscitative techniques, to all the major diseases requiring emergency treatment, such as pulmonary emergencies, renal and GU disorders, and hemophilia. This authoritative, in-depth coverage makes this classic text indispensible not only in emergency departments, but also for residents and practitioners when studying or preparing for any exam they may face.While continuing to provide the most current information for acute conditions, the Seventh Edition of Tintinalli’s Emergency Medicine has been substantially revised and updated to cover all of the conditions for which patients seek emergency department care in a concise and easy-to-read-manner.NEW Features• Full-color design with more figures and tables than ever• Reader-friendly chapter presentation makes it easy to find important material.• Updated tables covering drugs and important clinical information• Patient safety considerations and injury prevention are integrated into chapters, as appropriate• Total revision of the dermatology section enables diagnosis by lesion description and body area affected, and provides current treatment• Organ systems sections reorganized to reflect considerations for actual clinical practice.• New chapters: New adult chapters include Natural Disasters, Aneurysms of the Aorta and Major Arteries; Hip and Knee Pain, Aortic Dissection; Acute Urinary Retention; Subarachnoid Hemorrhage and Intracranial Bleeding; Clotting Disorders; Community –acquired Pneumonia and Noninfectious Pulmonary Infiltrates; Type I Diabetes; Type II Diabetes; Anemia; Tests of Hemostasis; Clotting Disorders; Head Injury in Adults and Children; the Transplant Patient; Grief, Death and Dying; and Legal Issues in Emergency Medicine. Twelve new pediatric chapters including The Diabetic Child, Hematologic-Oncologic Emergencies, Ear and Mastoids, Eye Problems in Infants and Children, Neck Masses, GI Bleeding, Nose and Sinuses, Urologic and Gynecologic Procedures in children, Renal emergencies in children, Behavioral and Psychiatric Disorders in children, Pediatric Procedures, Pediatric ECG Interpretation• Greater coverage of procedures throughout for the most common conditions seen in the emergency department.• Companion DVD features an additional 17 chapters, such as Hyperbaric Oxygen Therapy, Principles of Imaging, Prison Medicine, Military Medicine, The Violent Patient, Forensics, Wound Ballistics, and Drug Interactions.• Companion DVD also features videos and animations for teaching and learning performance of important procedures, especially Ultrasound-Guided Procedures

    Now in its sixth edition, this classic text continues its long-standing tradition of offering unparalleled guidance in the development of pharmaceutical care plans. The book provides a unique process of thinking about pharmacotherapy the process which uses evidence-based approaches to the drug treatment of diseases. Features: *FREE Online Resource Center for professors and students - study materials, web chapters, questions and answers, and updates *NEW Key Concepts begin each chapter *Excellent use of algorithms, tables, and charts - provides clear recommendations *"Clinical Controversies" in the treatment sections of disease-oriented chapters

    Dr Kendrick, a well-known statin sceptic and author of the bestselling The Great Cholesterol Con, has returned to the diet-heart-cholesterol battlefield to warn that people are being conned.In relaxed and humorous style, he lifts the rock to allow the reader to peer underneath. He points out that statins, even in high-risk individuals, increase life expectancy by a mere four days after five years of treatment. Yet adverse effects have been swept under the carpet by researchers who are closely tied to the industry.The way to avoid heart disease, and strokes, is simple - but, as this riveting book shows, it has nothing to do with lowering cholesterol levels.

    Grace and Grit is the compelling story of the five-year journey of Ken Wilber and his wife Treya Killam Wilber through Treya's illness, treatment, and, finally, death.

    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

    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.

    What we as her audience take away from this remarkable drama is a keener sense that, while death is real and unavoidable, our lives are ours to cherish or throw away—a lesson that can be both uplifting and redemptive. As the playwright herself puts it, “The play is not about doctors or even about cancer. It’s about kindness, but it shows arrogance. It’s about compassion, but it shows insensitivity.” In Wit, Edson delves into timeless questions with no final answers: How should we live our lives knowing that we will die? Is the way we live our lives and interact with others more important than what we achieve materially, professionally, or intellectually? How does language figure into our lives? Can science and art help us conquer death, or our fear of it? What will seem most important to each of us about life as that life comes to an end?The immediacy of the presentation, and the clarity and elegance of Edson’s writing, make this sophisticated, multilayered play accessible to almost any interested reader. As the play begins, Vivian Bearing, a renowned professor of English who has spent years studying and teaching the intricate, difficult Holy Sonnets of the seventeenth-century poet John Donne, is diagnosed with advanced ovarian cancer. Confident of her ability to stay in control of events, she brings to her illness the same intensely rational and painstakingly methodical approach that has guided her stellar academic career. But as her disease and its excruciatingly painful treatment inexorably progress, she begins to question the single-minded values and standards that have always directed her, finally coming to understand the aspects of life that make it truly worth living.

    While serving as mentors, counselors, advisors, and even cheerleaders, women carry numerous responsibilities. Lori Wilhite and Brandi Wilson know about this first-hand as the wives of two well-known pastors in America. Everyone has an image in their mind of what they think a pastor's wife should be. The trouble with this picture is that it has never been and never will be accurate. Ministry wives and female ministry leaders face the same real-life struggles as their church members, but have the added stress of sharing in everyone's burdens as well. They are held to impossible standards by those they serve, and the more this ideal of women in leadership is expected, the more we turn up the intensity in the pressure cooker that is life in ministry. In Leading and Loving It, Lori Wilhite and Brandi Wilson offer a support system to help women make connections to get the encouragement that sustains them and become equipped for the ministry God has called them to pursue. They give readers tools for understanding that external pressures and expectations are only important if they fall in line with what God intends for your life and ministry and they give answers for how to deal with criticism, isolation, finding your personal calling, and what happens when you reach a place of burn-out, and more.

    citizens over the age of 85 are suffering from some kind of dementia and require care. Loving Someone Who Has Dementia is a new kind of caregiving book. It's not about the usual techniques, but about how to manage on-going stress and grief. The book is for caregivers, family members, friends, neighbors as well as educators and professionals--anyone touched by the epidemic of dementia. Dr. Boss helps caregivers find hope in ambiguous loss--having a loved one both here and not here, physically present but psychologically absent.Outlines seven guidelines to stay resilient while caring for someone who has dementia Discusses the meaning of relationships with individuals who are cognitively impaired and no longer as they used to be Offers approaches to understand and cope with the emotional strain of care-giving Boss's book builds on research and clinical experience, yet the material is presented as a conversation. She shows you a way to embrace rather than resist the ambiguity in your relationship with someone who has dementia.

    Death, rather, is a process—a process that can be interrupted well after it has begun. Innovative techniques have proven to be effective in revitalizing both the body and mind, but they are only employed in approximately half of the hospitals throughout the United States and Europe. Dr. Sam Parnia, Director of the AWARE Study (AWAreness during REsuscitation) and one of the world’s leading experts on the scientific study of death and near-death experiences (NDE), presents cutting-edge research from the front lines of critical care and resuscitation medicine while also shedding light on the ultimate mystery: What happens to human consciousness during and after death? Dr. Parnia reveals how some form of “afterlife” may be uniquely ours, as evidenced by the continuation of the human mind and psyche after the brain stops functioning. With physicians such as Dr. Parnia at the forefront, we are on the verge of discovering a new universal science of consciousness that reveals the nature of mind and a future where death is not the final defeat, but is, in fact, reversible.

    Originally published in 1975, it is the groundbreaking study of one hundred people who experienced “clinical death” and were revived, and who tell, in their own words, what lies beyond death.Life After Life introduced us to concepts—including the bright light, the tunnel, the presence of loved ones waiting on the other side—that have become cultural memes and have shaped countless readers notions about the end life and the meaning of death.

    He will be, with this collection of irreverent, humorous essays he wrote concerning the ordeals of life and death--many of which were written during the battle with cancer that led to his death in 1990. A NEW YORK TIMES NOTABLE BOOK OF THE YEAR