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.

    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.

    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

    • Explains how sensitivity to foods is responsible for many chronic and misdiagnosed ailments such as migraines, sinus problems, and persistent fatigue. • Includes a step-by-step process for identifying food allergies and intolerances and reshaping your diet for better health. Many people suffer from chronic, unexplained health problems--migraine headaches, poor digestion, recurring sinus symptoms, aching muscles and joints, persistent fatigue--whose causes remain elusive, even to doctors. When conventional tests fail to provide a clear-cut diagnosis, doctors often suggest that these symptoms are due to stress or anxiety, but now Jonathan Brostoff and Linda Gamlin demonstrate that quite often food allergies and food intolerance are the true culprits in these situations. The authors provide clear explanations of the causes of, as well as the differences between, food allergies and food intolerance and offer numerous case studies on problems all too familiar to many readers. More important, they provide much-needed solutions and treatments for these problems. Along with a wealth of illustrations and charts, Food Allergies and Food Intolerance includes an invaluable step-by-step process for diagnosing food intolerance with a three-stage elimination diet and a system of gradual food reintroduction. A must for anyone who suspects a chronic condition may be linked to dietary sensitivity, Food Allergies and Food Intolerance supplies information that often results in dramatic and long-lasting improvement in people's health and in their lives.

    Jeffrey Bland has been on the cutting edge of Functional Medicine, which seeks to pinpoint and prevent the cause of illness, rather than treat its symptoms. Managing chronic diseases accounts for three quarters of our total healthcare costs, because we're masking these illnesses with pills and temporary treatments, rather than addressing their underlying causes, he argues. Worse, only treating symptoms leads us down the path of further illness.In The Disease Delusion, Dr. Bland explains what Functional Medicine is and what it can do for you. While advances in modern science have nearly doubled our lifespans in only four generations, our quality of life has not reached its full potential. Outlining the reasons why we suffer chronic diseases from asthma and diabetes to obesity, arthritis and cancer to a host of other ailments, Dr. Bland offers achievable, science-based solutions that can alleviate these common conditions and offers a roadmap for a lifetime of wellness.

    Mark Plaster takes readers beyond the ambulance bay doors into the stranger-than-fiction world of the Emergency Department. By turns heart-warming and gut-wrenching, "Night Shift" chronicles the ebb and flow of human life, in all of its unvarnished glory, as it passes through the doors of the ED.

    Inspirational yet practical, this work can put readers on the path to a balanced and healthy life.

    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

    Illnesses such as influenza, diabetes, multiple sclerosis, and coronary heart disease have also been connected to a lack of this vitamin. Until not too long ago, not getting enough Vitamin D (the sunshine vitamin) was only associated with rickets, the childhood bone disease. Now, Soram Khalsa, M.D., sheds new light on the power of this long-forgotten vitamin. He reveals how to recognize signs of Vitamin D deficiency, which has reached epidemic proportions in North America, and then shares insights from his Beverly Hills medical practice, where he normalizes his own patients’ Vitamin D levels for their optimal health.

    Critics everywhere have hailed this book as a classic in the making.

    This encouraging change not only has benefited veterans but also provides a blueprint for salvaging America's own deeply troubled healthcare system. "Best Care Anywhere" shows how a government bureaucracy, working with little notice, is setting the standard for best practices and cost reduction while the private sector is lagging in both areas. Author Phillip Longman challenges conventional wisdom by explaining exactly how market forces work to lower quality and raise prices in the healthcare sector, and how U.S. medical practices have a weak basis in science. The book, expanded from a widely praised article in the "Washington Monthly," mixes hard facts with author Philip Longmans' compelling human story of the loss of his wife to cancer. Part manifesto, part moving memoir, "Best Care Anywhere" offers new hope for addressing a major problem of contemporary society that affects all of us.

    This is the story of a surgeon in training and his adventures during the years of his residency.

    Now, in this groundbreaking book, Harvard Medical School professor and New Yorker staff writer Jerome Groopman shows us why.The search for hope is most urgent at the patient’s bedside. The Anatomy of Hope takes us there, bringing us into the lives of people at pivotal moments when they reach for and find hope--or when it eludes their grasp. Through these intimate portraits, we learn how to distinguish true hope from false, why some people feel they are undeserving of it, and whether we should ever abandon our search.Can hope contribute to recovery by changing physical well-being? To answer this hotly debated question, Groopman embarked on an investigative journey to cutting-edge laboratories where researchers are unraveling an authentic biology of hope. There he finds a scientific basis for understanding the role of this vital emotion in the outcome of illness.Here is a book that offers a new way of thinking about hope, with a message for all readers, not only patients and their families. "We are just beginning to appreciate hope’s reach," Groopman writes, "and have not defined its limits. I see hope as the very heart of healing."

    Readers will find an inside look at the issues surrounding medical specialty selection, blending firsthand knowledge with useful facts and statistics. The author includes invaluable insights from his personal experience, candid reports from current residents, and a wealth of research. This unique resource is divided into two sections, the first of which delves into the art of choosing the right specialty and covers personality assessment, considerations for women and couples who are matching, specialty overviews, and the ins and outs of the residency application and match process. The second section comprises 19 chapters, each written by a resident in a particular specialty. These chapters include: The Inside Scoop revealing specialty lifestyles, training requirements, and predominant personality types.

    health care, patients and doctors are losing. Who Killed Health Care? shows how to win the war. One of the nation's most respected health care analysts, Regina Herzlinger exposes the motives and methods of those who have crippled America's health care system-figures in the insurance, hospital, employment, governmental, and academic sectors. She proves how our current system, which is organized around payers and providers rather than the needs of its users, is dangerously eroding patient welfare and is pushing costs out of the reach of millions.Who Killed Health Care? then outlines Herzlinger's bold new plan for a consumer-driven system that will deliver affordable, high-quality care to everyone. By putting insurance money in the hands of patients, removing the middleman in the doctor-patient relationship, and giving employers cost relief, consumers and physicians will be empowered to make the system work the way it should. Herzlinger describes in precise detail how her innovative program will provideSmaller, disease-focused medical facilities that provide complete care for patientsA national system of medical records that provides privacy with confidential access by approved practitionersMandatory performance evaluations of all hospitals and all other medical organizationsMandatory health insurance with subsidies for those who cannot afford itWho Killed Health Care? is a call to arms that must be answered; the welfare of every American hangs in the balance."A brilliant analysis... A must-read." - Bill George, Professor, Harvard Business School and Former CEO of Medtronic"As it becomes more and more obvious to everyone that our current health care system is unsustainable, this is the book that had to be written." - Daniel H. Johnson, Jr. MD, former president of the American Medical Association"Regina Herzlinger's ideas to tackle the crisis of the U.S. health care system are based on keen knowledge of the system's existing difficulties along with insights that introduce the reader to new streamlined choices that have the potential of getting both quantity and cost under control." - Joseph Kennedy, founder, chairman, and president, Citizens Energy Corporation, CEO, Citizens Health Care, former representative (D-Mass)"Regina Herzlinger... offers a vision of the way things can be, should be, and will be sooner or later. The only question is: how long do we have to wait?" - Greg Scandlen, founder, Consumers for Health Choices "Regi Herzlinger has brilliantly articulated a better way - embracing the principles of competition and innovation that cause every other sector of our economy to thrive. Discharging American health care from the ICU can only happen by putting individual Americans - not politicians and bureaucrats - back in charge of their health care decisioins." - U.S. Senator Tom Coburn (R-Okla), M.D. "Following on the heels of her landmark Market-Driven Health Care, Herzlinger lays it on the line with her expose of what many who work in the health care industry have felt in their gut. Now it is articulated in an entertaining and must-read portrayal, with you and me as the only way out." - Dennis White, executive vice president for strategic development, National Business Coalition on Health "A wonderful Orwellian romp through issues which carry a deadly irony. The killers of health care are, of course, the third parties, each of which has an itchy palm and a commitment to profit or power which exceeds the commitment to service, with each engaging the others within a politically shaped box. Rarely has the case for the public been made with so much force, foresight, and wit, and a better way forward shown so clearly." - James F. Fries, MD, Professor of Medicine, Stanford University School of Medicine "You can practically hear the war chants as Professor Herzlinger sets out her view of what's wrong with the health care system and how to fix it. You'd best read it so you can decide which side you will be on when the battle is joined." - Paul Levy, CEO, Beth Israel Hospital, Boston, MA "Regina Herzlinger, the nation's leading expert on consumer-driven health care, has given us a brilliant analysis of the flaws in our health care system and what it will take to get it back on track. Her latest book is a must-read." - Bill George, Professor of Management Practice, Harvard Business School, Former CEO, Medtronic, and author of Authentic Leadership "You don't have to agree with her diagnosis and prescription for the U.S. health care system, but you do have to read her book. Once again, Professor Herzlinger has put together a well researched, well written, and very provocative blueprint for the future of health care." Peter L. Slavin, MD, President, Massachusetts General Hospital