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.

    . . 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.

    From England to Mexico, and Iceland to Pakistan, Gilmour takes us on an extraordinary thrill-ride with his wild coworkers. Along the way he learns a few things, too, and shows us not only how precious life truly is, but how to passionately embrace it.

    Written in a concise, bulleted outline format, this well-illustrated text offers 500 USMLE-style review questions, answers, and explanations and features comprehensive content and upgraded USMLE Step 1 information.

     Former practicing psychiatrist Mark Rubinstein opens the door and takes the reader deep into the world of mental illness. From the chaos of a psychiatric emergency room to the bowels of a maximum security prison, the stories range from bizarre to poignant and the people from noble to callously uncaring. Bedlam's Door depicts the challenges mental illness poses for patients, their families, health-care professionals, and society. More importantly, it demystifies the subject while offering real hope.

    Elefteriades, one of Men’s Health magazine’s ten best doctors in America, shares moving patient stories and lessons about the human heart. The human heart is a paradox, incredibly strong yet surprisingly fragile. And while stories that reveal its symbolic characteristics abound, there are far fewer that laud its physical capabilities, which are perhaps even more profound. Dr. Elefteriades, one of the most respected cardiac surgeons in America, has treated more than 10,000 patients in his distinguished career. Now, for the first time, he shares fascinating stories of his most memorable patients and cases—patients who have challenged him technically and moved him emotionally, patients who have enriched his life and expanded his horizons while he cared for their hearts. By detailing heart conditions and cardiac reparative procedures with specific yet accessible medical narratives, Dr. Elefteriades encapsulates the beauty, complexity, and majesty of the human heart. But there is far more to this organ—and these stories—than a collection of veins, arteries, and valves. These are stories of courage, miracles, and the bravery of patients (some famous and others not) and their families when facing nearly insurmountable challenges, offering a thought-provoking, informative, and at times heart-wrenching study of the resilience of both the human body and spirit.

    Nashef tells heart-stopping stories of transplants, bypasses, coronary artery repair, and cardiac arrest. He also delivers humane advice about medical realities rarely observed: the futility of obsessing over diet, the necessity of calculating risks, the role of decision making, the resilience of doctor and patient alike, and the threadbare brilliance of the NHS.Nashef is a magnificently warm and likeable doctor and writer; and he has the best imaginable bedside manner.

    Conley, the first female tenured professor of neurosurgery in the country, made headline news when she resigned from Stanford University to protest the medical school's unabashed gender discrimination. In this controversial, forthright memoir, Conley portrays the world of academic medicine in which women are still considered inferior; she also explains why, as a consequence, the research and treatment of women's health problems lag far behind those of men. In assessing why women's careers and psyches are suffering, Conley provides a first-person look into what it is like to be an accomplished woman within this restrictive medical world, offering invaluable advice to patients and future doctors alike.

    Eyes wide open. I was standing at an open window, staring at the dizzying curve of Riverside Drive, five floors below. I’d stopped, somehow, poised, about to jump.Growing up the good girl in an Irish American family full of drinkers and terrible sleepers, Kathleen Frazier was twelve when her seemingly innocent sleepwalking turned dangerous. Over the next few years, she was a popular A+ student by day, the star of her high school musical. At night, she both longed for and dreaded sleep.Frazier moved to Manhattan in the 1980s, hoping for a life in the theater but getting a run of sleepwalking performances instead. Efforts to abate her malady with drinking failed miserably. She became promiscuous, looking for nighttime companionship. Could a bed partner save her from flinging herself down a flight of stairs or out an open window? Exhaustion stalked her, and rest and love were seemingly out of reach.This is the journey Frazier illuminates in her intimate memoir. While highlighting her quest to beat her sleep terrors and insomnia, this is ultimately a story of health, hope, and redemption.

    This trusted classic delivers comprehensive coverage of the field's must-know basic science and clinical topics in a clear, easy-to-understand presentation. Indispensable for coursework, exam review, and as a clinical refresher, this trusted text has been extensively updated to reflect the latest research and developments.Here's why Clinical Anesthesiology is the best anesthesiology resource:NEW full-color presentationNEW chapters on the most pertinent topics in anesthesiology, including anesthesia outside of the operating room and a revamped peripheral nerve blocks chapter that details ultrasound-guided regional anesthesiaUp-to-date discussion of all relevant areas within anesthesiology, including equipment, pharmacology, regional anesthesia, pathophysiology, pain management, and critical careCase discussions promote application of the concepts to real-world practiceNumerous tables and figures encapsulate important information and facilitate memorization

    He chronicles some of the most formative calls of his career in this autobiography that reads like crime fiction. McCarthy demonstrates with detail and clarity that the difficult choice is often the right choice. While not for the faint of heart, each entry in this collection provides poignant insight into the bonds between medics and the people and city they serve.

    A young surgeon is drafted into the U.S. Navy and sent to Vietnam, where he finds himself closer than he ever imagined to the carnage of war. He performs operations while under fire and sees wounds that can barely be contemplated. Marines are dying on the operating table in front of him. The small-town moral certainties he grew up believing in may themselves succumb to the ravages he is witnessing. More than anything, he wants to make it home to marry the woman he loves.

    In his first two books, Dr. Dale Bredesen outlined the revolutionary treatments that are changing what had previously seemed like the inevitable outcome of cognitive decline and dementia. And in these moving narratives, you can hear directly from the first survivors of Alzheimer's themselves--their own amazing stories of hope told in their own words. These first person accounts honestly detail the fear, struggle, and ultimate victory of each patient's journey. They vividly describe what it is like to have Alzheimer's. They also drill down on how each of these patients made the program work for them--the challenges, the workarounds, the encouraging results that are so motivating. Dr. Bredesen includes commentary following each story to help point readers to the tips and tricks that might help them as well.Dr. Bredesen's patients have not just survived; they have thrived to rediscover fulfilling lives, rewarding relationships, and meaningful work. This book will give unprecedented hope to patients and their families.

    Victory at the World Cycling Championship in Austria completed a near-unprecedented ‘triple crown’ that included triumphs in the same year at the Tour de France and the Giro d’Italia. In April, against all odds, he fought his own team and an angry, partisan Italian crowd who spat at him on his way to taking the Giro. In July a superhuman effort at La Plagne saw him secure the yellow jersey just before he blacked out. Roche’s victory in Austria confirmed his virtuosity.Born to Ride, Stephen Roche’s first full autobiography, uses his best year as the starting point to explore the rest of his life. He doesn’t hold back as he examines the many ups and downs of his time on and off the bike, scrutinising victories, defeats, rivals, serious injury, doping allegations and agonizing family breakdown. At the heart of the book lies an enigma. For all his charm and rare, natural talent, beneath the surface lies an incredible tenacity and determination. Roche finally reveals himself as a smiling assassin; a master-strategist who lives to attack.

    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.