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.

    Packed with insider advice for students from students, First Aid for the USMLE(R) Step 1 2020 will help maximize your study time.FeaturesA complete framework for USMLE Step 1 preparation1,300+ must-know topics with mnemonics to focus your study1,000+ color photos and illustrations to help you visualize processes, disorders, and clinical findingsRapid Review section presents high-yield tables associating diseases with their clinical findings, treatments, and pathophysiologyUpdated every year to ensure all content is relevant and high-yield, reflecting the most current USMLE blueprint

    Such was the opening line to many patient encounters in the emergency departments and clinics where I spent my career as a physician. Shadow me back through the years in a series of vignettes that will give you a peek into a world of medicine that few on the outside ever see. Along the way you may laugh a little, tear up a bit or even learn something, but through it all you will experience the highs and lows of the day to day practice of emergency and urgent care medicine. Put on your scrubs and come join me now: your first shift working in the emergency department is about to begin.

    

    But for twin girls with the disease, what began as a family’s stubborn determination grew into a miracle.            The tragedy of CF has been touchingly recounted in such books as Frank Deford’s Alex: The Life of a Child, but The Power of Two is the first book to portray the symbiotic relationship between twins who share this life-threatening disease through adulthood. Isabel Stenzel Byrnes and Anabel Stenzel tell of their lifelong struggle to pursue normal lives with cystic fibrosis while grappling with the realization that they will die young. Their story reflects the physical and emotional challenges of a particularly aggressive form of CF and tells how the twins’ bicultural heritage—Japanese and German—influenced the way they coped with these challenges.            Born in 1972, seventeen years before scientists discovered the genetic mutation that causes CF, Isabel and Anabel endured the daily regimen of chest percussion, frequent doctor visits, and lengthy hospitalizations. But they tell how, in the face of innumerable setbacks, their deep-seated dependence on each other allowed them to survive long enough to reap the benefits of the miraculous lung transplants that marked a crossroads in their lives: “We have an old life—one of growing up with chronic illness—and a new life—one of opportunities and gifts we have never imagined before.” In this memoir, they pay tribute to the people who shaped their experience.            The Power of Two is an honest and gripping portrayal of day-to-day health care, the impact of chronic illness on marriage and family, and the importance of a support network to continuing survival. It conveys an important message to both popular and professional readers as it addresses key psychosocial issues in chronic illness throughout the sufferer’s lifespan and illuminates the human side of advances in biotechnology.            Even as gene therapy and stem cell research increase the chances for eradicating CF, this stirring account portrays its effects on one family that refused to give up. These two remarkable sisters have much to teach about the power of perseverance—and about the ultimate power of hope.

    Hilarious, horrifying and heartbreaking, this diary is everything you wanted to know – and more than a few things you didn't – about life on and off the hospital ward. As seen on ITV's Zoe Ball Book Club This edition includes extra diary entries and a new afterword by the author.

    All that changed with Josie. Sorrel King's eighteen-month-old daughter was badly burned by a faulty water heater in the family's new home, but was taken to the world-renowned Johns Hopkins Hospital, where she made a remarkable recovery. But as she was preparing to leave, the hospital's system of communication broke down and Josie was given a fatal shot of methadone, sending her into cardiac arrest. Within forty-eight hours, the King family went from planning a homecoming to planning a funeral. Dizzy with grief and close to ending her marriage, Sorrel slowly pulled herself and her life back together. Accepting Hopkins' settlement, she and her husband established the Josie King Foundation. They began to implement basic programs in hospitals emphasizing communication between patients, family, and medical staff--practices which can now be found in hospitals around the country. The account of one woman's unlikely path from full-time mom to nationally renowned patient advocate, Josie's Story is the inspirational chronicle of how a mother--and her unforgettable daughter--are transforming the face of American medicine.

    Each case includes an extended discussion, definition of terms, clinical pearls, and USMLE format review questions. This interactive learning system helps you to understand essential concepts instead of memorizing facts.

    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.

    It presents practical, clinically-oriented content across a range of topics: quick find features, portability, functionality, and more of the commonly-used clinical information.

    When her broken neck healed or so everyone thought her recovery was hailed as a medical miracle and she returned to normal life. Years later, she seemed to have it all: a loving husband, two wonderful children, a peaceful home, and a richly satisfying job as a tenured poetry professor. Then, one morning, this blissful fade shattered the pain in her neck returned in the most vicious way. A life with physical agony ensued.Greenberg realized that she had been living for years on borrowed time. As she and her family navigated an increasingly complicated web of doctors and specialists, Greenberg taught herself to fight her own battles against a medical system ill-equipped to handle patients with chronic pain, and against the emotional pitfalls of a newly restricted life. Drawing on her family's support, her own indomitable spirit, and an intense connection to the poetry she taught, Greenberg found the strength to return to a productive and satisfying if irrevocably changed life.

    In this compact and accessible book, he shows readers exactly how to improve and maintain the functioning of their knees by enhancing the four crucial abilities every knee must have:** muscular strength** flexibility** responsiveness (proprioception)** enduranceA chapter is devoted to each of these four functions, showing why they are essential. The reader is shown exactly how to do simple home exercises designed to restore or improve that particular ability. The last chapter is a "master plan" that pulls together all the concepts and exercises into a time-efficient exercise program. The author guides the reader effortlessly through the exercise routine.Clear drawings illustrate the muscles responsible for knee pain and the exact way to do the exercises.All the information is based on research trials and studies and evidence from peer-reviewed journals. The author has chosen for this book the best techniques for relieving knee pain.

    Gerard, PhD, its chief learning officer, candidly describe the triumphs and stumbles of a seven-year journey to lean healthcare, an effort that continues today and that has slashed medical errors, improved patient outcomes, raised staff morale, and saved $27 million dollars in costs without layoffs. Find out:> How lean techniques of value-stream-mapping and rapid improvement events cut the average “door-to-balloon” time for heart attack patients at two hospitals from 90 minutes to 37.> What ThedaCare leaders did to replace medicine’s “shame and blame” culture with a lean culture based on continuous improvement and respect for people.> How the lean principle of “building in quality at the source” broke down divisions among medical specialties allowing teams to develop patient care plans faster.> Why traditional modern management is the single biggest impediment to lean healthcare.> How the plan-do-study-act cycle coupled with rapid improvement events cut the wait time at a robotic radiosurgery unit from 26 days to six.> How the lean concept of “one piece flow” saved time in treating ischemic stroke patients, increasing the number of patients receiving a CT scan within 25 minutes from 51% to 89%.> How senior leaders at other healthcare organizations can begin their own lean transformations using a nine-step action plan based on what ThedaCare did — and what it would do differently.Toussaint and Gerard prove that lean healthcare does not mean less care. On the Mend shows that when care is truly re-designed around patients, waste and errors are eliminated, quality improves, costs come down, and healthcare professionals have more time to spend with patients, who get even better care.

    This collection of anecdotes and insights will help those who feel awkward and unsure about responding to a friend, colleague, or relative who is suffering. The book is also for people who are ill and want to engage with their loved ones effectively. We read about a range of people who are dealing with chronic illness, doctor-patient communications, and end-of-life issues-and who are striving to find their way with awareness and compassion. Drawing on her years of counseling people with serious illness, as well as her own experiences with cancer, Susan Halpern presents an insightful book of the utmost relevance for patients, their caregivers, and their family and friends - a group which will, at some point, include all of us. Susan P. Halpern is a social worker and psychotherapist. She is the founder of the New York Cancer Help Program and a staff associate at the Commonweal Cancer Help Program. She lives with her husband, near their children and grandchildren in Berkeley, California. This is her first book. The Etiquette of Illness is a finalist for the Books for a Better Life award. The Etiquette of Illness is an An Amazon "Editor's Pick" for Best Book of the Year (2004).

    The childhood illness that left her bedridden for a year, which she was not expected to survive. A teenage yearning to escape that nearly ended in disaster. An encounter with a disturbed man on a remote path. And, most terrifying of all, an ongoing, daily struggle to protect her daughter--for whom this book was written--from a condition that leaves her unimaginably vulnerable to life's myriad dangers.Seventeen discrete encounters with Maggie at different ages, in different locations, reveal a whole life in a series of tense, visceral snapshots. In taut prose that vibrates with electricity and restrained emotion, O'Farrell captures the perils running just beneath the surface, and illuminates the preciousness, beauty, and mysteries of life itself.