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.

    Her vivid prose brings the reader into bustling hospitals, tense exam rooms, and Ofri's own life, giving an up-close look at the fast-paced, life-and-death drama of becoming a doctor. She tells of a young man uncertain of his future who comes into the clinic with a stomach complaint but for whom Dr. Ofri sees that the most useful "treatment" she can offer him is SAT tutoring. She writes of a desperate struggle to communicate with a critically ill patient who only speaks Mandarin, of a doctor whose experience in the NICU leaves her paralyzed with PTSD, and of her own struggles with the fear of making fatal errors, the dangers of overconfidence, and the impossible attempts to balance the empathy necessary for good care with the distance necessary for self-preservation. Through these stories of her patients, colleagues, and her own experiences, Intensive Care offers poignant insight into the medical world, and into the hearts and minds of doctors and their patients. These stories are drawn from the author’s previous books and one is from her forthcoming book, What Doctors Feel: How Emotions Affect the Practice of Medicine.excerpted from Amazon.com Book Description

    Entering a room with stainless-steel tables topped by corpses in body bags is shocking no matter how long you've prepared yourself, but a strange thing happened when Montross met her cadaver. Instead of being disgusted by her, she was utterly intrigued-intrigued by the person the woman once was, humbled by the sacrifice she had made in donating her body to science, fascinated by the strange, unsettling beauty of the human form. They called her Eve. This is the story of Montross and Eve-the student and the subject-and the surprising relationship that grew between them. Body of Work is a mesmerizing, rarely seen glimpse into the day-to-day life of a medical student-yet one that follows naturally in the footsteps of recent highly successful literary renderings of the mysteries of medicine such as Atul Gawande's Complications: A Surgeon's Notes on an Imperfect Science. Christine Montross was a poet long before she became a doctor and brings an uncommon perspective to the emotional difficulty of the first year of medical school-the dispiriting task of remaining clinical and detached while in the anatomy lab and the struggle with the line you've crossed by violating another's body once you leave it. Montross was so affected by her experience with Eve that she undertook to learn more about the history of cadavers and the study of anatomy. She visited an autopsy lab in Ireland and the University of Padua in Italy where Vesalius, a forefather of anatomy, once studied; she learned about body snatchers and grave-robbers and anatomists who practiced their work on live criminals. Her disturbing, often entertaining anecdotes enrich this exquisitely crafted memoir, endowing an eerie beauty to the world of a doctor-in-training. Body of Work is an unforgettable examination of the mysteries of the human body and a remarkable look at our relationship with both the living and the dead.

    Yet it is still the last taboo in our society, and grief is still profoundly misunderstood...In Grief Works we hear stories from those who have experienced great love and great loss - and survived. Stories that explain how grief unmasks our greatest fears, strips away our layers of protection and reveals our innermost selves.Julia Samuel, a grief psychotherapist, has spent twenty-five years working with the bereaved and understanding the full repercussions of loss. This deeply affecting book is full of psychological insights on how grief, if approached correctly, can heal us. Through elegant, moving stories, we learn how we can stop feeling awkward and uncertain about death, and not shy away from talking honestly with family and friends.This extraordinary book shows us how to live and learn from great loss.

    But in the past three decades, medical advances have extended our lives and changed the way we die. In "Last Rights," Stephen Kiernan reveals the disconnect between how patients want to live the end of life--pain free, functioning mentally and physically, surrounded by family and friends--and how the medical system continues to treat the dying--with extreme interventions, at immense cost, and with little regard to pain, human comforts, or even the stated wishes of patients and families. Backed with surveys, interviews, and intimate portraits of people from all walks of life, from the dying and their families to the doctors and nurses who care for them, this book will be for our time what Elizabeth Kubler-Ross's books were for a previous generation.

    She elected to specialize in critical care--to become an ICU physician--and imagined herself swooping in to rescue patients from the brink of death. But then during her first code she found herself cracking the ribs of a patient so old and frail it was unimaginable he would ever come back to life. She began to question her choice. Extreme Measures charts Zitter's journey from wanting to be one kind of hero to becoming another--a doctor who prioritizes the patient's values and preferences in an environment where the default choice is the extreme use of technology. In our current medical culture, the old and the ill are put on what she terms the End-of-Life Conveyor belt. They are intubated, catheterized, and even shelved away in care facilities to suffer their final days alone, confused, and often in pain. In her work Zitter has learned what patients fear more than death itself: the prospect of dying badly. She builds bridges between patients and caregivers, formulates plans to allay patients' pain and anxiety, and enlists the support of loved ones so that life can end well, even beautifully.

    But Cullen was no mercy killer, nor was he a simple monster. He was a favorite son, husband, beloved father, best friend, and celebrated caregiver. Implicated in the deaths of as many as 300 patients, he was also perhaps the most prolific serial killer in American history.Cullen's murderous career in the world's most trusted profession spanned sixteen years and nine hospitals across New Jersey and Pennsylvania. When, in March of 2006, Charles Cullen was marched from his final sentencing in an Allentown, Pennsylvania, courthouse into a waiting police van, it seemed certain that the chilling secrets of his life, career, and capture would disappear with him. Now, in a riveting piece of investigative journalism nearly ten years in the making, journalist Charles Graeber presents the whole story for the first time. Based on hundreds of pages of previously unseen police records, interviews, wire-tap recordings and videotapes, as well as exclusive jailhouse conversations with Cullen himself and the confidential informant who helped bring him down, THE GOOD NURSE weaves an urgent, terrifying tale of murder, friendship, and betrayal.Graeber's portrait of Cullen depicts a surprisingly intelligent and complicated young man whose promising career was overwhelmed by his compulsion to kill, and whose shy demeanor masked a twisted interior life hidden even to his family and friends. Were it not for the hardboiled, unrelenting work of two former Newark homicide detectives racing to put together the pieces of Cullen's professional past, and a fellow nurse willing to put everything at risk, including her job and the safety of her children, there's no telling how many more lives could have been lost.In the tradition of In Cold Blood, THE GOOD NURSE does more than chronicle Cullen's deadly career and the breathless efforts to stop him; it paints an incredibly vivid portrait of madness and offers a penetrating look inside America's medical system. Harrowing and irresistibly paced, this book will make you look at medicine, hospitals, and the people who work in them, in an entirely different way.

    Most people say they would like to die quietly at home. But overly aggressive medical advice, coupled with an unrealistic sense of invincibility or overconfidence in our health-care system, results in the majority of elderly patients misguidedly dying in institutions. Many undergo painful procedures instead of having the better and more peaceful death they deserve.At Peace outlines specific active and passive steps that older patients and their health-care proxies can take to ensure loved ones live their last days comfortably at home and/or in hospice when further aggressive care is inappropriate. Through Dr. Samuel Harrington's own experience with the aging and deaths of his parents and of working with patients, he describes the terminal patterns of the six most common chronic diseases; how to recognize a terminal diagnosis even when the doctor is not clear about it; how to have the hard conversation about end-of-life wishes; how to minimize painful treatments; when to seek hospice care; and how to deal with dementia and other special issues. Informed by more than thirty years of clinical practice, Dr. Harrington came to understand that the American health-care system wasn't designed to treat the aging population with care and compassion. His work as a hospice trustee and later as a hospital trustee drove his passion for helping patients make appropriate end-of-life decisions.

    In addition to the practical and compassionate guidance that have made The 36-Hour Day invaluable to caregivers, the fourth edition is the only edition currently available that includes new information on medical research and the delivery of care.The new edition includes:-new information on diagnostic evaluation-resources for families and adult children who care for people with dementia-updated legal and financial information-the latest information on nursing homes and other communal living arrangements-new information on research, medications, and the biological causes and effects of dementiaAlso available in a large print editionPraise for The 36-Hour Day:

    NBC News correspondent Betty Rollin, glamorous,  successful, and happily married, had it all -- and then she learned that she had a malignant tumor in her breast.  Written with wit, warmth, and soul searching honesty, First, You Cry is the inspiring, true story about how one woman transformed the most terrifying ordeal of her life into a new beginning.  Now with a new introduction and epilogue, this unique memoir serves as a fascinating retrospective of the twenty-five years since Rollin's first mastectomy and, given the continuing threat of breast cancer, tells a story that will inform all women as it touches them with its honesty and even, humor.

    Night Falls Fast is tragically timely: suicide has become one of the most common killers of Americans between the ages of fifteen and forty-five.An internationally acknowledged authority on depressive illnesses, Dr. Jamison has also known suicide firsthand: after years of struggling with manic-depression, she tried at age twenty-eight to kill herself. Weaving together a historical and scientific exploration of the subject with personal essays on individual suicides, she brings not only her remarkable compassion and literary skill but also all of her knowledge and research to bear on this devastating problem. This is a book that helps us to understand the suicidal mind, to recognize and come to the aid of those at risk, and to comprehend the profound effects on those left behind. It is critical reading for parents, educators, and anyone wanting to understand this tragic epidemic.

    She has managed to achieve this in spite of being diagnosed as schizophrenic and given a "grave" prognosis—and suffering the effects of her illness throughout her life.Saks was only eight, and living an otherwise idyllic childhood in sunny 1960s Miami, when her first symptoms appeared in the form of obsessions and night terrors. But it was not until she reached Oxford University as a Marshall Scholar that her first full-blown episode, complete with voices in her head and terrifying suicidal fantasies, forced her into a psychiatric hospital.Saks would later attend Yale Law School where one night, during her first term, she had a breakdown that left her singing on the roof of the law school library at midnight. She was taken to the emergency room, force-fed antipsychotic medication, and tied hand-and-foot to the cold metal of a hospital bed. She spent the next five months in a psychiatric ward.So began Saks's long war with her own internal demons and the equally powerful forces of stigma. Today she is a chaired professor of law who researches and writes about the rights of the mentally ill. She is married to a wonderful man.In The Center Cannot Hold, Elyn Saks discusses frankly and movingly the paranoia, the inability to tell imaginary fears from real ones, and the voices in her head insisting she do terrible things, as well as the many obstacles she overcame to become the woman she is today. It is destined to become a classic in the genre.

    . . Sanghavi is a vivid and effortless teller of human tales and quite evidently a special doctor, too." —Atul Gawande, author of ComplicationsIn this compelling book, Dr. Darshak Sanghavi takes the reader on a dramatic tour of a child's eight vital organs, beginning with the lungs and proceeding through the heart, blood, bones, brain, skin, gonads, and gut.Along the way, we meet children and families in extraordinary circumstances—a premature baby named Adam Flax who was born with undeveloped lungs, a teenage boy with a positive pregnancy test, and a young girl who keeps losing weight despite her voracious appetite. In a deeply personal narrative, Sanghavi provides a richly detailed—and humanized—portrait of how the pediatric body functions in both sickness and health.

    Geoffrey Kurland was a busy man. His work as a Pediatric Pulmonologist, caring for children with lung diseases such as cystic fibrosis and asthma, led to long hours on the wards at the University of California, Davis Medical Center. At the same time, he was in the midst of training for the Western States Endurance Run, a grueling 100-mile long footrace across the wilderness of the Sierra Nevada Mountains. His long training runs, the responsibilities of patient care and teaching, and relationships attempting to replace his departed girlfriend occupied most of his life. Dr. Kurland’s ordered world is suddenly turned upside-down when he is diagnosed with Hairy Cell Leukemia, a rare blood cancer with a low survival rate. His work, his running, and his friendships are altered by his struggle to survive. He finds he must undergo many of the procedures he performed on his patients, must endure surgery and chemotherapy, and must relinquish control of his life to his physicians, surgeons, and his disease. He learns first-hand what cannot be taught in medical school about the consuming power of a chronic illness and its treatment.Confronting his own mortality, Dr. Kurland is now the patient while remaining a physician and runner. With the support of his physicians at the Mayo Clinic, the University of California, and the University of Pittsburgh, he resolves to continue to live his life despite his potentially fatal disease. He discovers his personal inner strengths as well as weaknesses as he struggles to confront his illness and regain some of the control he lost to it. Along his nearly two and a half year journey, we follow Dr. Kurland as he endures surgical procedures, chemotherapy, and life-threatening complications of his illness. He emerges into remission with new inner strength and understanding of what it means to be a doctor. He also finds that he is still a runner, with the same goal, to run the 100 miles across the Sierra Mountains.REVIEWS: “Taut, dramatic, and intensely real…Very well written.” --Oliver Sacks, the best selling author of SEEING VOICES and HALLUCINATIONS"[MY OWN MEDICINE] should be required reading for every medical professional. Kurland never asks for sympathy or pity. [...] What comes through powerfully is his humanity, which his own bout with illnesses has clearly enhanced, and from which both his patients and his readers will benefit." --THE NEW YORK TIMES"While training as a pediatric pulmonologist, Kurland told a patient, 'I know how you feel'; years later, when he was diagnosed with a rare form of leukemia, he discovered just how untrue this was. [...] The way in which serious illness alters one's sense of self and of life is compellingly expressed in this energetic, nervy narrative, as Kurland's illness and eventual recovery collide with a host of profound shifts—a big career move, the death of a colleague, an unravelling relationship with his girlfriend, and a deepening one with his parents." --THE NEW YORKER"MY OWN MEDICINE is rich in detail, enhanced by the author's skillful handling of the narrative...The book depicts a man who, faced with the painful reality of his own mortality, acknowledges his condition and gears himself to face the challenge." --PITTSBURGH POST-GAZETTE
“The story of Kurland’s battle with a disease that almost took his life is compelling and poignant. Unlike other chroniclers of illness, however, Kurland is a physician caring for critically ill children. Perhaps it is inevitable that his observations on life, death, and suffering should be so informed by his work. The result is a narrative that is both unique and deeply insightful.

    No matter who you are, it is certain that one day you will die, but the mechanics and understanding of that experience will differ greatly in today’s modern age. Dr. Haider Warraich is a young and brilliant new voice in the conversation about death and dying started by Dr. Sherwin Nuland’s classic How We Die: Reflections on Life’s Final Chapter, and Atul Gawande’s recent sensation, Being Mortal: Medicine and What Matters in the End. Dr. Warraich takes a broader look at how we die today, from the cellular level up to the very definition of death itself.The most basic aspects of dying—the whys, wheres, whens, and hows—are almost nothing like what they were mere decades ago. Beyond its ecology, epidemiology, and economics, the very ethos of death has changed. Modern Death, Dr. Warraich’s debut book, will explore the rituals and language of dying that have developed in the last century, and how modern technology has not only changed the hows, whens, and wheres of death, but the what of death.Delving into the vast body of research on the evolving nature of death, Modern Death will provide readers with an enriched understanding of how death differs from the past, what our ancestors got right, and how trends and events have transformed this most final of human experiences.