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.

    Robert Lesslie, whose routine faced him with times of grief or pain, relief or delight, life or death. Such everyday happenings and encounters gave rise to these vignettes—in which readers will meet up with the characters, coincidences, and complications common to the emergency room:characters like Freddy, who literally shoots himself in the footcoincidences like finally having the chance to hear what patients say to each other when doctors and nurses aren’t in the roomcomplications such as dealing with parents who buy lottery tickets and alcohol instead of medicine for their little boyThese heart-tugging, heart-lifting slices of life will prompt readers to search for opportunities to give the comfort of a touch, the grace of a kind word, or a prayer that brings hope and healing.

    In June 1962, a young biologist in Philadelphia, using tissue extracted from an aborted fetus from Sweden, produced safe, clean cells that allowed the creation of vaccines against rubella and other common childhood diseases. Two years later, in the midst of a devastating German measles epidemic, his colleague developed the vaccine that would one day wipe out homegrown rubella. The rubella vaccine and others made with those fetal cells have protected more than 150 million people in the United States, the vast majority of them preschoolers. The new cells and the method of making them also led to vaccines that have protected billions of people around the world from polio, rabies, chicken pox, measles, hepatitis A, shingles and adenovirus. Meredith Wadman’s masterful account recovers not only the science of this urgent race, but also the political roadblocks that nearly stopped the scientists. She describes the terrible dilemmas of pregnant women exposed to German measles and recounts testing on infants, prisoners, orphans, and the intellectually disabled, which was common in the era. These events take place at the dawn of the battle over using human fetal tissue in research, during the arrival of big commerce in campus labs, and as huge changes take place in the laws and practices governing who “owns” research cells and the profits made from biological inventions. It is also the story of yet one more unrecognized woman whose cells have been used to save countless lives. With another frightening virus imperiling pregnant women on the rise today, no medical story could have more human drama, impact, or urgency today than The Vaccine Race.

    Our natural ability to improvise gets us through. But we feel as if we re winging it, rather than acting with courage and conviction. Robert Poynton teaches an acclaimed method to some of the world s biggest brands and companies. Improvisational skills that an actor might use on stage are honed and applied to the everyday business of work and life. The end result is a new approach that embraces change as a natural process and has creativity and innovation at its heart. With killer games to put the theory into practice, Do Improvise will help you: Become more productive without trying harder; Overcome creative blocks and generate new ideas; Respond fluently to circumstances beyond your control Inspire and motivate others; Not sure what to do next? Improvise.

    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.

    In addition to offering a clear-eyed explanation of the root causes of this insidious and entrenched bias and laying out its effects, she suggests concrete steps we can take to cure it.

    But the world that she encountered in the field was dramatically different than anything she could have imagined. In this honest and irreverent memoir, she introduces readers to the reality of the life of an aid worker. We watch as she helps to resettle refugees in Rwanda, manages a 24,000-person camp in Darfur, and helps a former child soldier in Sierra Leone get rid of a tattoo that was carved into his skin by a rebel group. But we also see the alcoholic parties and fleeting romances, the burnouts and cyncism, the plans and priorities that constantly shift and change. Tracing her personal journey from idealistic and naïve newcomer to hardened cynic to hopeful but critical realist, Alexander transports readers to some of the most troubled locations and shows us not only the impossible challenges, but also the moments of hope and recovery.

    For over seventy years, since the manufacture of penicillin in 1943, we have survived extraordinary operations and life threatening conditions. We are so familiar with these wonder drugs that we take them for granted. The truth is that we have been abusing them, as patients, as doctors, as travellers, in our food.No new class of antibacterial has been discovered for over twenty-six years and the bugs are fighting back. If we do not take responsibility now, in a few decades we may start dying from the most commonplace of operations and ailments that can today be treated easily. This penguin special, by Professor Dame Sally C. Davies, the Chief Medical Officer for England, is vital in raising awareness for the future health of out children and our grandchildren.

    Wade ruling, "abortion" is still a word that is said with outright hostility by many, despite the fact that one in three American women will have terminated at least one pregnancy by menopause. Even those who support a woman's right to an abortion often qualify their support by saying abortion is a "bad thing," an "agonizing decision," making the medical procedure so remote and radioactive that it takes it out of the world of the everyday, turning an act that is normal and necessary into something shameful and secretive. Meanwhile, with each passing day, the rights upheld by the Supreme Court are being systematically eroded by state laws designed to end abortion outright.In this urgent, controversial book, Katha Pollitt reframes abortion as a common part of a woman's reproductive life, one that should be accepted as a moral right with positive social implications. In Pro, Pollitt takes on the personhood argument, reaffirms the priority of a woman's life and health, and discusses why terminating a pregnancy can be a force for good for women, families, and society. It is time, Pollitt argues, that we reclaim the lives and the rights of women and mothers.

    Mona Hanna-Attisha, alongside a team of researchers, parents, friends, and community leaders, discovered that the children of Flint, Michigan, were being exposed to lead in their tap water--and then battled her own government and a brutal backlash to expose that truth to the world. At the center of the story is Dr. Mona herself--an immigrant, doctor, scientist, and mother whose family's activist roots inspired her pursuit of justice.What the Eyes Don't See is a riveting account of a shameful disaster that became a tale of hope, the story of a city on the ropes that came together to fight for justice, self-determination, and the right to build a better world for their--and all of our--children.

    Ezekiel J. Emanuel looks at individual physician practices and organizations who are already successfully driving change, and the specific practices they have instituted. They are not the titans everyone seems to know and assume to be the "best"; instead, Emanuel has chosen a select group -- from small physician offices to large multi-specialty group practices, accountable care organizations, and even for-profit companies--that are genuinely transforming care.Prescription for the Future shines a bright diagnostic light on the state of American healthcare and provides invaluable insights for healthcare workers, investors, and patients. The book gives all of us the tools to recognize the places that will deliver high-quality, effective care when we need it.

    Covid by Numbers is comprehensive yet concise, impeccably clear and always humane' Tim HarfordHow many people have died because of COVID-19? Which countries have been hit hardest by the virus? What are the benefits and harms of different vaccines? How does COVID-19 compare to the Spanish flu? How have the lockdown measures affected the economy, mental health and crime?This year we have been bombarded by statistics - seven day rolling averages, rates of infection, excess deaths. Never have numbers been more central to our national conversation, and never has it been more important that we think about them clearly. In the media and in their Observer column, Professor Sir David Spiegelhalter and RSS Statistical Ambassador Anthony Masters have interpreted these statistics, offering a vital public service by giving us the tools we need to make sense of the virus for ourselves and holding the government to account.In Covid by Numbers, they crunch the data on a year like no other, exposing the leading misconceptions about the virus and the vaccine, and answering our essential questions. This timely, concise and approachable book offers a rare depth of insight into one of the greatest upheavals in history, and a trustworthy guide to these most uncertain of times.

    Steven Epstein's astute and readable investigation focuses on the critical question of "how certainty is constructed or deconstructed," leading us through the views of medical researchers, activists, policy makers, and others to discover how knowledge about AIDS emerges out of what he calls "credibility struggles."Epstein shows the extent to which AIDS research has been a social and political phenomenon and how the AIDS movement has transformed biomedical research practices through its capacity to garner credibility by novel strategies. Epstein finds that nonscientist AIDS activists have gained enough of a voice in the scientific world to shape NIH–sponsored research to a remarkable extent. Because of the blurring of roles and responsibilities, the production of biomedical knowledge about AIDS does not, he says, follow the pathways common to science; indeed, AIDS research can only be understood as a field that is unusually broad, public, and contested. He concludes by analyzing recent moves to democratize biomedicine, arguing that although AIDS activists have set the stage for new challenges to scientific authority, all social movements that seek to democratize expertise face unusual difficulties.Avoiding polemics and accusations, Epstein provides a benchmark account of the AIDS epidemic to date, one that will be as useful to activists, policy makers, and general readers as to sociologists, physicians, and scientists.

    Jails in New York, Los Angeles, and Chicago each house more people with mental illnesses than any hospital. As many as half of all people in America's jails and prisons have a psychiatric disorder. One in four fatal police shootings involves a person with such disorders.In this revelatory book, journalist Alisa Roth goes deep inside the criminal justice system to show how and why it has become a warehouse where inmates are denied proper treatment, abused, and punished in ways that make them sicker.Through intimate stories of people in the system and those trying to fix it, Roth reveals the hidden forces behind this crisis and suggests how a fairer and more humane approach might look. Insane is a galvanizing wake-up call for criminal justice reformers and anyone concerned about the plight of our most vulnerable.

    It is more concise and easier to read than some, yet it covers the breadth of emergency medicine practice more comprehensively than others. The bottom line is that I like this book. Just as previous editions did, the seventh presents all of the most pertinent and up-to-date information in a well-organized format that is comprehensive yet easy to read. That and many of the attractive new features in this current edition will ensure its place on my bookshelf for years to come."--JAMAWith 418 contributors representing over 120 medical centers around the world, Tintinalli’s Emergency Medicine is the most practical and clinically rigorous reference of its kind. It covers everything from prehospital care, disaster preparedness, and basic resuscitative techniques, to all the major diseases requiring emergency treatment, such as pulmonary emergencies, renal and GU disorders, and hemophilia. This authoritative, in-depth coverage makes this classic text indispensible not only in emergency departments, but also for residents and practitioners when studying or preparing for any exam they may face.While continuing to provide the most current information for acute conditions, the Seventh Edition of Tintinalli’s Emergency Medicine has been substantially revised and updated to cover all of the conditions for which patients seek emergency department care in a concise and easy-to-read-manner.NEW Features• Full-color design with more figures and tables than ever• Reader-friendly chapter presentation makes it easy to find important material.• Updated tables covering drugs and important clinical information• Patient safety considerations and injury prevention are integrated into chapters, as appropriate• Total revision of the dermatology section enables diagnosis by lesion description and body area affected, and provides current treatment• Organ systems sections reorganized to reflect considerations for actual clinical practice.• New chapters: New adult chapters include Natural Disasters, Aneurysms of the Aorta and Major Arteries; Hip and Knee Pain, Aortic Dissection; Acute Urinary Retention; Subarachnoid Hemorrhage and Intracranial Bleeding; Clotting Disorders; Community –acquired Pneumonia and Noninfectious Pulmonary Infiltrates; Type I Diabetes; Type II Diabetes; Anemia; Tests of Hemostasis; Clotting Disorders; Head Injury in Adults and Children; the Transplant Patient; Grief, Death and Dying; and Legal Issues in Emergency Medicine. Twelve new pediatric chapters including The Diabetic Child, Hematologic-Oncologic Emergencies, Ear and Mastoids, Eye Problems in Infants and Children, Neck Masses, GI Bleeding, Nose and Sinuses, Urologic and Gynecologic Procedures in children, Renal emergencies in children, Behavioral and Psychiatric Disorders in children, Pediatric Procedures, Pediatric ECG Interpretation• Greater coverage of procedures throughout for the most common conditions seen in the emergency department.• Companion DVD features an additional 17 chapters, such as Hyperbaric Oxygen Therapy, Principles of Imaging, Prison Medicine, Military Medicine, The Violent Patient, Forensics, Wound Ballistics, and Drug Interactions.• Companion DVD also features videos and animations for teaching and learning performance of important procedures, especially Ultrasound-Guided Procedures