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.

    HELP, I'M FALLING APART!!This quick read is informative and entertaining, with personal stories and documented research.

    When death is sudden or unexplained, it falls to Shepherd to establish the cause. Each post-mortem is a detective story in its own right - and Shepherd has performed over 23,000 of them. Through his skill, dedication and insight, Dr Shepherd solves the puzzle to answer our most pressing question: how did this person die?From serial killer to natural disaster, 'perfect murder' to freak accident, Shepherd takes nothing for granted in pursuit of truth. And while he's been involved in some of the most high-profile cases of recent times, it's often the less well known encounters that prove the most perplexing, intriguing and even bizarre. In or out of the public eye, his evidence has put killers behind bars, freed the innocent and turned open-and-shut cases on their heads.But a life in death, bearing witness to some of humanity's darkest corners, exacts a price and Shepherd doesn't flinch from counting the cost to him and his family.

    Weight gain and obesity are driven by hormones—in everyone—and only by understanding the effects of insulin and insulin resistance can we achieve lasting weight loss.In this highly readable and provocative book, Dr. Jason Fung sets out an original, robust theory of obesity that provides startling insights into proper nutrition. In addition to his five basic steps, a set of lifelong habits that will improve your health and control your insulin levels, Dr. Fung explains how to use intermittent fasting to break the cycle of insulin resistance and reach a healthy weight—for good.

    This lifestyle-altering book provides you with:* The guilt-free way to lose weight and reprogram your metabolism -- including more than 100 delicious Somersized recipes that leave you both satisfied and indulged* Breakthrough research on food and nutrition that changes the way you think about your body* Moving personal testimonials guaranteed to motivate and encourage you* An easy-to-follow weight-loss plan that teaches you how to combine foods properly so that you'll get, and stay, skinny without feeling deprivedJoin the millions of people who have lost weight safely and effectively with Get Skinny on Fabulous Food and start celebrating good health and good times with Suzanne's delectable, simple, and balanced Somersized meals.

    Many scientists have traced his upsurge to changes in the dietary habits of North Americans. The Clear Skin Diet is designed to help those who suffer from acne to understand:What it is Why they have it What it has to do with their eating habits And what they can do to prevent it or lessen its impact Modern research shows: That there is a strong causal connection between certain kinds of foods and acne. That certain fats, such as omega-3 fatty acids, protect against acne, while others, saturated or trans fats, can promote acne by increasing the level of inflammation and oxidative stress in the skin. Culinary herbs like ginger and turmeric are known to dampen acne breakouts. These same dietary stresses also influence the level of the hormones that cause acne. While fruits and vegetables, green tea, soy, fish, berries, and fiber-rich whole foods lessen these androgens, meat and milk promote these acne-related hormones, as do sugar and low-fiber carbohydrates. There also is a strong causal connection between the brain and the skin. When a person experiences anxiety and depression, acne-producing hormones are released, which can lead to poor dietary choices high in saturated fats and sugars. The Clear Skin Diet introduces the acne diet and lifestyle. Dietary requirements for protecting the skin are listed - along with suggested food supplements when they cannot be easily met - and summarized, as well as mind-body medical interventions that can influence acne hormones and lessen their impact. Also included are 50 acne-preventive recipes, along with information on how one can locate the ingredients that are not readily available in most grocery stores.

    Over the next three months, he was seduced by the drug and descended into psychosis.This confronting and illuminating story charts Luke's recovery from the drug, and his investigation into its usage and prevalence in Australia and the western world. In examining what led to his addiction, Luke also explores the social problems that surround ice, scrutinising whether its abuse is in fact an epidemic, with what we're experiencing now merely the tip of the proverbial iceberg, or yet another moral panic about the underclass. Luke traces the history of methamphetamine from its legal usage in the early 20th century to its contemporary relevance as one of the most foreboding and talked-about illicit drugs in the world. His search for answers sees him exploring meth labs, interviewing addicts and law-enforcement officials, and witnessing firsthand the effects of the drug on individuals, families, and the healthcare system.Combining memoir with reportage, The Ice Age is a vital, compelling first-person account, and an investigation into a drug that is fast becoming the subject of national discussion throughout the western world.

    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.

    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.

    This fascinating collection of historical curiosities explores some of the strangest cases that have perplexed doctors across the world.From seventeenth-century Holland to Tsarist Russia, from rural Canada to a whaler in the Pacific, many are monuments to human stupidity – such as the sailor who swallowed dozens of penknives to amuse his shipmates, or the chemistry student who in 1850 arrived at a hospital in New York with his penis trapped inside a bottle, having unwisely decided to relieve himself into a vessel containing highly reactive potassium. Others demonstrate exceptional surgical ingenuity long before the advent of anaesthesia – such as a daring nineteenth-century operation to remove a metal fragment from beneath a conscious patient’s heart. We also hear of the weird, often hilarious remedies employed by physicians of yore – from crow’s vomit to port-wine enemas – the hazards of such everyday objects as cucumbers and false teeth, and miraculous recovery from apparently terminal injuries.

    Lisa Sanders, author of the monthly New York Times Magazine column "Diagnosis," the inspiration for the hit Fox TV series House, M.D.The experience of being ill can be like waking up in a foreign country. Life, as you formerly knew it, is on hold while you travel through this other world as unknown as it is unexpected. When I see patients in the hospital or in my office who are suddenly, surprisingly ill, what they really want to know is, ‘What is wrong with me?’ They want a road map that will help them manage their new surroundings. The ability to give this unnerving and unfamiliar place a name, to know it–on some level–restores a measure of control, independent of whether or not that diagnosis comes attached to a cure. Because, even today, a diagnosis is frequently all a good doctor has to offer.A healthy young man suddenly loses his memory–making him unable to remember the events of each passing hour. Two patients diagnosed with Lyme disease improve after antibiotic treatment–only to have their symptoms mysteriously return. A young woman lies dying in the ICU–bleeding, jaundiced, incoherent–and none of her doctors know what is killing her. In Every Patient Tells a Story, Dr. Lisa Sanders takes us bedside to witness the process of solving these and other diagnostic dilemmas, providing a firsthand account of the expertise and intuition that lead a doctor to make the right diagnosis.Never in human history have doctors had the knowledge, the tools, and the skills that they have today to diagnose illness and disease. And yet mistakes are made, diagnoses missed, symptoms or tests misunderstood. In this high-tech world of modern medicine, Sanders shows us that knowledge, while essential, is not sufficient to unravel the complexities of illness. She presents an unflinching look inside the detective story that marks nearly every illness–the diagnosis–revealing the combination of uncertainty and intrigue that doctors face when confronting patients who are sick or dying. Through dramatic stories of patients with baffling symptoms, Sanders portrays the absolute necessity and surprising difficulties of getting the patient’s story, the challenges of the physical exam, the pitfalls of doctor-to-doctor communication, the vagaries of tests, and the near calamity of diagnostic errors. In Every Patient Tells a Story, Dr. Sanders chronicles the real-life drama of doctors solving these difficult medical mysteries that not only illustrate the art and science of diagnosis, but often save the patients’ lives.

    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.

    The Psychopath Test is a fascinating journey through the minds of madness. Jon Ronson's exploration of a potential hoax being played on the world's top neurologists takes him, unexpectedly, into the heart of the madness industry. An influential psychologist who is convinced that many important CEOs and politicians are, in fact, psychopaths teaches Ronson how to spot these high-flying individuals by looking out for little telltale verbal and nonverbal clues. And so Ronson, armed with his new psychopath-spotting abilities, enters the corridors of power. He spends time with a death-squad leader institutionalized for mortgage fraud in Coxsackie, New York; a legendary CEO whose psychopathy has been speculated about in the press; and a patient in an asylum for the criminally insane who insists he's sane and certainly not a psychopath. Ronson not only solves the mystery of the hoax but also discovers, disturbingly, that sometimes the personalities at the helm of the madness industry are, with their drives and obsessions, as mad in their own way as those they study. And that relatively ordinary people are, more and more, defined by their maddest edges.

    The book has the hallmark features for which Lippincott's Illustrated Reviews volumes are so popular: an outline format, over 600 full-color illustrations, end-of-chapter summaries, review questions, plus an entire section of clinical case studies with full-color illustrations. This edition's medical/clinical focus has been sharpened to provide a high-yield review. Five additional case studies have been included, bringing the total to nineteen. Review questions have been reformatted to comply with USMLE Step 1 style, with clinical vignettes.

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