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.

    Afrin started coming to understand that a newly recognized type of mast cell disease, now called mast cell activation syndrome (MCAS), was the underlying diagnosis in many patients he was seeing who were each suffering large assortments — quite different from one patient to the next — of chronic multisystem inflammatory illnesses of unclear cause. Dr. Afrin soon gained experience that MCAS is far more prevalent than the only mast cell disease previously known to medicine (the rare disease of mastocytosis) and that most MCAS patients, once accurately diagnosed, can eventually find significantly helpful medications targeted at the disease. The frequency and magnitude of the improvements Dr. Afrin has seen — even the relief that comes from finally having a unifying diagnosis other than "psychosomatism" — have spurred him to focus in this area, not only tending to the needs of his patients but also pursuing research to advance our understanding of the disease and helping to educate other professionals who in turn can help even more of the many people who have long been suffering not only the symptoms of the disease but also the natural concern of not understanding why one would be so "unlucky" to have acquired so many medical problems. As it turns out, such patients are not so unlucky and truly have just one root issue (and a very common one at that), which has the biological capability to develop, directly or indirectly, into most or all of their previously diagnosed problems. There is a great deal yet to learn about this, but even with just the present very limited understanding, the opportunity to diagnose and help patients with MCAS seems to be enormous and Dr. Afrin felt a description of the disease, written for the general public, might help lead some MCAS patients on a journey to diagnosis and improvement sooner rather than later. Dr. Afrin hopes this book will help people who might have, or do have, MCAS. A portion of the proceeds of purchases of this book will go to support research and education in this area.

    But after falling backwards into the specialty, Dr. Fulkerson found neurosurgery to be a field filled with joy, sadness, a little humor, and courageous and inspiring patients.In an honest and compelling retelling of his long and winding road to train and then practice as a pediatric neurosurgeon, Dr. Fulkerson guides others through his journey from medical school to service on a small military base, through residency training, and finally, to a practice in a highly specialized children's hospital. The journey reveals the dramatic swings of emotions experienced by both patients and doctors in an increasingly hostile medical environment. Dr. Fulkerson also shares stories of dedicated professors who train medical students and resident surgeons to care for the tiniest neurosurgical patients.Nothing Good Happens at ... The Baby Hospital offers a compelling glimpse into the joys, tragedies, and hopeful moments that surround the highly specialized and sometimes silly world of pediatric neurosurgery.

    Being Mortal by Atul Gawande - A 20-minute Summary Inside this Instaread Summary: • Overview of the entire book• Introduction to the important people in the book• Summary and analysis of all the chapters in the book• Key Takeaways of the book• A Reader's Perspective Preview of this summary: Chapter 1 Gawande grew up in Ohio. His parents were immigrants from India and both were doctors. His grandparents stayed in India, and there were few older people in his neighborhood, so he had little experience with aging or death until he met his wife’s grandmother, Alice Hobson. Hobson was seventy-seven and living on her own in Virginia. She was a spirited widow who fixed her own plumbing and volunteered with Meals On Wheels. However, Hobson was losing strength and height steadily each year as her arthritis worsened.Gawande’s father enthusiastically adopted the customs of his new country, but he could not understand the way in which seniors were treated in the US. In India, the elderly were treated with great respect and lived out their lives with family.In the United States, Sitaram Gawande, Gawande’s grandfather, likely would have been sent to a nursing home like most of the elderly who cannot handle the basics of daily living by themselves. However, in India, Sitaram Gawande was able to live in his own home and manage his own affairs, with family constantly around him. He died at the age of one hundred and ten when he fell off a bus during a business trip.Until recently, most elderly people stayed with their families. Even as the nuclear family unit became predominant, replacing the multi-generational family unit, people cared for their elderly relatives. Families were large and one child, usually a daughter, would not marry in order to take care of the parents.This has changed in much of the world, where elderly people end up struggling to live alone, like Hobson, rather than living with dignity amid family, like Sitaram Gawande.One cause of this change can be found in the nature of knowledge. When few people lived to be very old, elders were honored. Their store of knowledge was greatly useful. People often portrayed themselves as older to command respect. Modern society’s emphasis on youth is a complete reversal of this attitude. Technological advances are perceived as the territory of the young, and everyone wants to be younger. High-tech job opportunities are all over the world, and young people do not hesitate to leave their parents behind to pursue them.In developed countries, parents embrace the concept of a retirement filled with leisure activities. Parents are happy to begin living for themselves once children are grown. However, this system only works for young, healthy retirees, but not for those who cannot continue to be independent. Hobson, for example, was falling frequently and suffering memory lapses. Her doctor did tests and wrote prescriptions, but did not know what to do about her deteriorating condition. Neither did her family… About the Author With Instaread Summaries, you can get the summary of a book in 30 minutes or less. We read every chapter, summarize and analyze it for your convenience.

    The set includes thirty-one 30-minute MCAT practice exams with answers and explanations and more than 1,600 MCAT questions.

    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.

    Dr. William Owens explains, in clear language, the basics of respiratory failure and mechanical ventilation. This is a guide to keep in your jacket pocket, call room, or in the ICU. The second edition includes new chapters on capnography and acid-base problem solving, ventilator weaning protocols, and is updated to reflect current medical evidence. Conventional and unconventional modes of ventilation are examined and explained. PEEP, flow, ventilator liberation, and the care of the patient with prolonged respiratory failure are also covered. The goal of "The Ventilator Book" is to make difficult concepts easy to understand. Conventional medical textbooks are great references, but they are heavy and can't be easily carried around by clinicians who are busy taking care of patients. They also are written to be an exhaustive, authoritative reference, which means that they often contain far more information than what you need at the bedside to help with a difficult case. "The Ventilator Book" has enough information to teach anyone about mechanical ventilation, but not so much that reading it becomes intimidating.

    Operations on the brain carry grave risks. Every day, leading neurosurgeon Henry Marsh must make agonizing decisions, often in the face of great urgency and uncertainty.If you believe that brain surgery is a precise and exquisite craft, practiced by calm and detached doctors, this gripping, brutally honest account will make you think again. With astonishing compassion and candor, Marsh reveals the fierce joy of operating, the profoundly moving triumphs, the harrowing disasters, the haunting regrets, and the moments of black humor that characterize a brain surgeon's life.Do No Harm provides unforgettable insight into the countless human dramas that take place in a busy modern hospital. Above all, it is a lesson in the need for hope when faced with life's most difficult decisions.

    But when a new admission to the critical care unit almost died his first night on call, he found himself scrambling. Visions of mastery quickly gave way to hopes of simply surviving hospital life, where confidence was hard to come by and no amount of med school training could dispel the terror of facing actual patients.This funny, candid memoir of McCarthy’s intern year at a New York hospital provides a scorchingly frank look at how doctors are made, taking readers into patients’ rooms and doctors’ conferences to witness a physician's journey from ineptitude to competence. McCarthy's one stroke of luck paired him with a brilliant second-year adviser he called “Baio” (owing to his resemblance to the Charles in Charge star), who proved to be a remarkable teacher with a wicked sense of humor. McCarthy would learn even more from the people he cared for, including a man named Benny, who was living in the hospital for months at a time awaiting a heart transplant. But no teacher could help McCarthy when an accident put his own health at risk, and showed him all too painfully the thin line between doctor and patient.The Real Doctor Will See You Shortly offers a window on to hospital life that dispenses with sanctimony and self-seriousness while emphasizing the black-comic paradox of becoming a doctor: How do you learn to save lives in a job where there is no practice?

    No matter what you’ve heard, there are always steps you can take to help your dog fight (and even beat) cancer. This scientifically researched guide is your complete reference for practical, evidence-based strategies that can optimize the life quality and longevity for your dog. No matter what diagnosis or stage of cancer your dog has, this book is packed with precious advice that can help now. Discover the Full Spectrum approach to dog cancer care: * Everything you need to know about conventional western veterinary treatments (surgery, chemotherapy and radiation) including how to reduce their side effects. * The most effective non-conventional options, including botanical nutraceuticals, supplements, nutrition, and mind-body medicine. * How to analyze the options and develop a specific plan for your own dog based on your dog’s type of cancer, your dog’s age, your financial and time budget, your personality, and many other personal factors. Imagine looking back at this time in your life, five years from now, and having not a single regret. You can help your dog fight cancer and you can honor your dog’s life by living each moment to the fullest, starting now. This book can help you as it has helped thousands of other dog lovers. THE AUTHORS Dr. Demian Dressler, DVM practices in Hawaii and is internationally recognized as "the dog cancer vet" Dr. Susan Ettinger, DVM is a veterinary oncologist and a diplomate of the American College of Internal Medicine who practices in New York. PRAISE FROM VETERINARIANS, AUTHORS & BOOK REVIEWERS"The future is upon us and this ground-breaking book is a vital cornerstone. In dealing with cancer, our worst illness, this Survival Guide is educational, logical, expansive, embracing, honest and so needed." -Dr. Marty Goldstein, DVMHolistic veterinarian and Host, Ask Martha Stewart’s Vet on Sirius Radio "The message of this book jumps off the written page and into the heart of every reader, and will become the at home bible for cancer care of dogs. The authors have given you a sensible and systematic approach that practicing veterinarians will cherish. I found the book inspiring and, clearly, it will become part of my daily approach to cancer therapy for my own patients." -Dr. Robert B. Cohen, VMD Bay Street Animal Hospital, New York "I wish that I had had The Dog Cancer Survival Guide when my dearly beloved Flat-coated Retriever, Odin, contracted cancer. It would have provided me alternative courses of action, as well as some well needed "reality checks" which were not available from conversations with my veterinarian. It should be on every dog owner’s book shelf--just in case..." -Dr. Stanley Coren, PhD, FRSC author of many books, including Born to Bark "A comprehensive guide that distills both alternative and allopathic cancer treatments in dogs...With the overwhelming amount of conflicting information about cancer prevention and treatment, this book provides a pet owner with an easy to follow approach to one of the most serious diseases in animals." -Dr. Barbara Royal, DVM The Royal Treatment Veterinary Center, Oprah Winfrey’s Chicago veterinarian "Picking up The Dog Cancer Survival Guide is anything but a downer: it's an 'empowerer.' It will make you feel like the best medical advocate for your dog. It covers canine cancer topics to an unprecedented depth and breadth from emotional coping strategies to prevention-in plain English.

    Learning how to be a great nurse at the bedside while maintaining your sanity at home is no easy task. This book talks about how to realistically live as a nurse, both at home and at the bedside.. with a little humor and some shenanigans along the way. Comprised of both stories from the bedside and practical and honest advice, this book will provide you the tools you need to become a safe, caring, and efficient nurse as fast as possible. Based off of the popular nursing blog, Nurse Eye Roll, this ebook aims to ease the challenging transition from overwhelmed graduate nurse to successful bedside nurse. Get ready guys, it’s about to get real, real nursey.

    Your brain can't function. You are asked to make decisions about treatment almost immediately, when you are not in your right mind. And yet you pull yourself together and start asking questions. Beside you is your doctor, whose job it is to solve the awful puzzle of bone marrow gone wrong. The two of you are in it together. In When Blood Breaks Down, Mikkael Sekeres, a leading cancer specialist, takes readers on the journey that patient and doctor travel together.Sekeres, who writes regularly for the Well section of the New York Times, tells the compelling stories of three people who receive diagnoses of adult leukemia within hours of each other: Joan, a 48-year-old surgical nurse, a caregiver who becomes a patient; David, a 68-year-old former factory worker who bows to his family's wishes and pursues the most aggressive treatment; and Sarah, a 36-year-old pregnant woman who must decide whether to undergo chemotherapy and put her fetus at risk. We join the intimacy of the conversations Sekeres has with his patients, and watch as he teaches trainees. Along the way, Sekeres also explores leukemia in its different forms and the development of drugs to treat it--describing, among many other fascinating details, the invention of the bone marrow transplant (first performed experimentally on beagles) and a treatment that targets the genetics of leukemia.The lessons to be learned from leukemia, Sekeres shows, are not merely medical; they teach us about courage and grace and defying the odds.

    It presents historical perspectives on the development of nursing theory, assessments of concept and theory development and theory evaluation, middle-range theories, and shared theories from other disciplines in the sociologic, behavioral, and biomedical sciences, focusing on the application of theory. Learning features found throughout the text include case studies and end-of-chapter summaries that help to reinforce essential concepts.

    Goljan, MD, makes it easy for you to master all of the pathology material covered on the USMLE™ Step 1 Exam. It combines an outline-format review of key concepts with over 400 hundred USMLE-style practice questions - online - that give you all the practice you need to succeed! Book • Outline format: Concise, high-yield subject matter is presented in a study-friendly format.• High-yield margin notes: Key content that is most likely to appear on the exam is reinforced in the margin notes.• Visual elements: Full-color photographs are utilized to enhance your study and recognition of key pathology images. Abundant two-color schematics and summary tables enhance your study experience.• Two-color design: Colored text and headings make studying more efficient and pleasing.New! Online Study and Testing Tool• A minimum of 350 USMLE Step 1–type MCQs: Clinically oriented, multiple-choice questions that mimic the current USMLE format, including high-yield images and complete rationales for all answer options. • Online benefits: New review and testing tool delivered via the USMLE Consult platform, the most realistic USMLE review product on the market. Online feedback includes results analyzed to the subtopic level (discipline and organ system). • Test mode: Create a test from a random mix of questions or by subject or keyword using the timed test mode. USMLE Consult simulates the actual test-taking experience using NBME’s FRED interface, including style and level of difficulty of the questions and timing information. Detailed feedback and analysis shows your strengths and weaknesses and allows for more focused study. • Practice mode: Create a test from randomized question sets or by subject or keyword for a dynamic study session. The practice mode features unlimited attempts at each question, instant feedback, complete rationales for all answer options, and a detailed progress report. • Online access: Online access allows you to study from an internet-enabled computer wherever and whenever it is convenient. This access is activated through registration on www.studentconsult.com with the pin code printed inside the front cover.Student Consult• Full online access: You can access the complete text and illustrations of this book on www.studentconsult.com. • Save content to your PDA: Through our unique Pocket Consult platform, you can clip selected text and illustrations and save them to your PDA for study on the fly! • Free content: An interactive community center with a wealth of additional valuable resources is available.

    Dominic Pimenta encountered his first suspected case of coronavirus. Within a week, he began wearing a mask on the tube and within a month, he was moved over to the Intensive Care Unit to help fight this virus.'DUTY OF CARE' is the first book to tell the full story of the COVID-19 pandemic from someone on the frontline, working in one of NHS's hardest hit areas. From the initial whispers coming out of China and the collective hesitation to class this as a pandemic to full lockdown and the continued battle to treat whoever came through the doors. Dr. Pimenta tells the heroic stories of how the entire system shifted to tackle this outbreak and how, ultimately, the staff managed to save lives.KINDLE AND PAPERBACK ⇒ 320 pagesAUDIBLE RUNNING TIME ⇒ 10hrs. and 4mins.©2020 Dr. Dominic Pimenta (P)2020 W.F. Howes Ltd