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.

    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

    deprives them of the right to due process guaranteed by the Constitution." Decades of greed and self-interest pushed the NCAA to collapse under the weight of its hypocrisy. The parasitic business of college sports generates billions every year, yet fails to compensate college athletes.

    In this book you will see how commonly performed operations can be found to be useless or even harmful when properly evaluated. That these claims come from an experienced, practicing orthopedic surgeon who performs many of these operations himself, makes the unsettling argument particularly compelling. Of course no surgeon is recommending invasive surgery in bad faith, but Ian Harris argues that the evidence for the success for many common operations, including knee arthroscopies, back fusion or cardiac stenting, become current accepted practice without full examination of the evidence.

    . . Sanghavi is a vivid and effortless teller of human tales and quite evidently a special doctor, too." —Atul Gawande, author of ComplicationsIn this compelling book, Dr. Darshak Sanghavi takes the reader on a dramatic tour of a child's eight vital organs, beginning with the lungs and proceeding through the heart, blood, bones, brain, skin, gonads, and gut.Along the way, we meet children and families in extraordinary circumstances—a premature baby named Adam Flax who was born with undeveloped lungs, a teenage boy with a positive pregnancy test, and a young girl who keeps losing weight despite her voracious appetite. In a deeply personal narrative, Sanghavi provides a richly detailed—and humanized—portrait of how the pediatric body functions in both sickness and health.

    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

    Includes interviews with fifty-nine waitresses in forty-three towns and cities.

    Phoenyx Austin, a physician and natural hair guru, we now have a fabulous book that explains how to grow and maintain healthy and longer afro-textured hair. And with a head of gorgeous natural hair herself, Dr. Phoenyx proves that she's not only talking the talk, she's walking the walk!In this book, you will learn:• How afro-textured hair grows and why it's unique from other hair types • How to stop hair breakage and hair loss that plagues many women with afro-textured hair • How to best use nutrition and other health-based principles to maximize hair growth potential • How to develop a life-long and flexible hair regimen based in holistic hair care • How to leverage the power of Ayurveda, an ancient form of alternative medicine that has helped women grow beautiful hair for thousands of years In truth, If You Love It, It Will Grow is more than a book, it's a philosophy! There is a great interconnectedness between how women feel about their hair and how they feel about themselves. Growing healthy, longer and beautiful natural hair is absolutely within your reach. It's all about giving your hair what it needs- that extra bit of TLC. If You Love It, It Will Grow! Praise for Dr. Phoenyx Austin "If You Love It, It Will Grow isn't simply a clever title...it's the truth! I hope that you enjoy If You Love It, It Will Grow as much as I have and that Dr. Phoenyx's expert advice is as good to your afro-textured hair as it has been to mine!" - Jamilah Lemieux. Editor, EBONY.com “A wonderful addition to natural hair and I highly recommend that you check it out!” Natural Chica (aka Mae)

    

    After highlighting the benefits of Lean methods for patients, employees, physicians, and the hospital itself, he explains how Lean manufacturing staples such as Value Stream Mapping and process observation can help hospital personnel identify and eliminate waste in their own processes -- effectively preventing delays for patients, reducing wasted motion for caregivers, and improving the quality of care.Additionally, Graban describes how Standardized Work and error-proofing can prevent common hospital errors and details root cause problem-solving and daily improvement processes that can engage all personnel in systemic improvement. A unique guide for healthcare professionals, Lean Hospitals clearly elaborates the steps they can take to begin the proactive process of Lean implementation.The book has an accompanying website with more information.Mark Graban was quoted in a July 2010 New York Times article about lean hospitals.*Given the increase in candidates from the health services sector, the Lean Certification and Oversight Appeals committee has approved Lean Hospitals by Mark Graban as recommended reading in pursuit of the Lean Bronze Certification exam.Mark Graban speaks about his book on the CRC Press YouTube channel.

    We live in an era of continuous healthcare reforms, many of which focus on high volume, efficiency, and cost-effectiveness. This compelling, thoughtful book is the response of a practicing psychiatrist who explains how population-based reforms have diminished the relationship between doctors and patients, to the detriment of both. As an antidote to failed reforms and an alternative to stubbornly held traditions, Dr. Abraham M. Nussbaum suggests ways that doctors and patients can learn what it means to be ill and to seek medical assistance.   Using a variety of riveting stories from his own and others’ experiences, the author develops a series of metaphors to explore a doctor’s role in different healthcare reform scenarios: scientist, technician, author, gardener, teacher, servant, and witness. Each role influences what a physician sees when examining a person as a patient. Dr. Nussbaum cautions that true healthcare reform can happen only when those who practice medicine can see, and be seen by, their patients as fellow creatures. His memoir makes a hopeful appeal for change, and his insights reveal the direction that change must take.

    Jerry Avorn has some sobering news. Drawing on more than twenty-five years of patient care, teaching, and research at Harvard Medical School, he shares his firsthand experience of the wide gap in our knowledge of the effectiveness of one medication as compared to another. In Powerful Medicines, he reminds us that every pill we take represents a delicate compromise between the promise of healing, the risk of side effects, and an increasingly daunting price. The stakes on each front grow higher every year as new drugs with impressive power, worrisome side effects, and troubling costs are introduced.This is a comprehensive behind-the-scenes look at issues that affect everyone: our shortage of data comparing the worth of similar drugs for the same condition; alarming lapses in the detection of lethal side effects; the underuse of life-saving medications; lavish marketing campaigns that influence what doctors prescribe; and the resulting upward spiral of costs that places vital drugs beyond the reach of many Americans.In this engagingly written book, Dr. Avorn asks questions that will interest every consumer: How can a product judged safe by the Food and Drug Administration turn out to have unexpectedly lethal side effects? Why has the nation’s drug bill been growing at nearly 20 percent per year? How can physicians and patients pick the best medication in its class? How do doctors actually make their prescribing decisions, and why do those decisions sometimes go wrong? Why do so many Americans suffer preventable illnesses and deaths that proper drug use could have averted? How can the nation gain control over its escalating drug budget without resorting to rationing or draconian governmental controls?Using clinical case histories taken from his own work as a practitioner, researcher, and advocate, Dr. Avorn demonstrates the impressive power of the well-conceived prescription as well as the debacles that can result when medications are misused. He describes an innovative program that employs the pharmaceutical industry’s own marketing techniques to reduce use of some of the most overprescribed and overpriced products. Powerful Medicines offers timely and practical advice on how the nation can improve its drug-approval process, and how patients can work with doctors to make sure their prescriptions are safe, effective, and as affordable as possible. This is a passionate and provocative call for action as well as a compelling work of clear-headed science.From the Hardcover edition.

    Erik Preston had given up on ever trusting a woman again, but after he is hired to do some work around Sofia's house, he finds himself strangely fascinated by her.Together, as they fix up Sofia's house, they begin to patch up the holes in their hearts.But an excess of vodka, a lapse in judgment, and a one-night stand threaten to destroy the relationship they had begun to build together. Soon they will both learn what not to expect when you're expecting.

    The truth is, this isn’t a government problem. It’s our own fault. In this thought-provoking book, board certified medical doctor Nicole Saphier calls on all Americans to take responsibility for their individual health. Americans are notoriously unhealthy—we eat too much, drink too much, and sit too much. When roughly 80% of cardiovascular disease and 40% of all cancer cases could be prevented by simple lifestyle changes, it is time to take a deeper look at the problem and ask who truly is responsible. Saphier contends that by getting healthier, we can reduce the astronomical cost of treatment and improve overall care. We don’t need socialized medicine—we need to take better care of ourselves.In Make America Healthy Again, Saphier combines historical events, economic trends, essential lifestyle advice, and her own perspective to offer concrete solutions to address this massive problem. As she examines a wide range of topics, including the leading causes of death, mental health stigma, social media, physician burnout, and the opioid crisis, Saphier offers a much-needed alternative perspective on the healthcare debate.The only way to lower health care costs for everyone is to stop incentivizing bad health decisions. Plans like “Medicare for all” would allow Americans to continue to eat poorly and lead sedentary lives. We can’t keep expecting doctors to fix behaviors that we have in our power to prevent, she argues. It’s only going to get worse unless we take action. It’s up to the American people to make America healthy again.

    This book is the most engaging, focused and applied HRM text on the market.