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.

    Willie Parker grew up in the Deep South, lived in a Christian household, and converted to an even more fundamentalist form of Christianity as a young man. But upon reading an interpretation of the Good Samaritan in a sermon by Dr. Martin Luther King, Jr., he realized that in order to be a true Christian, he must show compassion for all women regardless of their needs. In 2009, he stopped practicing obstetrics to focus entirely on providing safe abortions for the women who need help the most—often women in poverty and women of color—and in the hot bed of the pro-choice debate: the South. He soon thereafter traded in his private practice and his penthouse apartment in Hawaii for the life of an itinerant abortion provider, focusing most recently on women in the Deep South. In Life’s Work, Dr. Willie Parker tells a deeply personal and thought-provoking narrative that illuminates the complex societal, political, religious, and personal realities of abortion in the United States from the unique perspective of someone who performs them and defends the right to do so every day. He also looks at how a new wave of anti-abortion activism, aimed at making incremental changes in laws and regulations state by state, are slowly chipping away at the rights of women to control their own lives. In revealing his daily battle against mandatory waiting periods and bogus rules governing the width of hallways, Dr. Parker uncovers the growing number of strings attached to the right to choose and makes a powerful Christian case for championing reproductive rights.

    Citing vivid examples, including numerous "treatments" and "rest cures" perpetrated on women through the decades, the authors analyze the biomedical rationale used to justify the wholesale sex discrimination throughout our culture-in education, in jobs, and in public life. Ever since Hippocrates, male medics have treated women as the "weaker" sex. By the late 19th century, when the authority of religious documents had waned, the ultimate rationale for sex discrimination became solely biomedical. In this intriguing pamphlet, the authors raise the diffuclt question: "How sick-or well-are women today?" They assert that feminists today want more than "more": "We want a new style, and we want a new substance of medical practice as it relates to women."

    However, the human interaction between patient and care giver is still the essential foundation of healing. “I’m Here” is a personal narrative from the patient’s perspective. Filled with practical advice, packed with humor and overflowing with appreciation, Marcus Engel encourages health care professionals to practice compassionate communications in all its forms.“Marcus’ books and keynote presentation has left an unforgettable impression on our nursing staff. It’s an invaluable reminder of why we do, what we do.”-Dee Evans, Driscoll Children’s Hospital, Corpus Christi, TX“I’m Here” should be required reading for all health practitioners. Marcus’ personal experience of being a patient and his insights into what constitutes compassionate care are marvelous and right on.”-Dr. Norma Stephens Hannigan, Assistant Professor of Clinical Nursing Diplomate of Comprehensive Care, Columbia University in the City of New York. -Professional speaker and author Marcus Engel is considered an expert in communicating the patient’s perspective, and inspiring health care professionals to excellence. Marcus speaks from the heart. After being blinded and suffering catastrophic injuries at the hands of a drunk driver, he endured years of hospitalization, rehab and recovery. Marcus is the author of “After This… An Inspirational Journey for All the Wrong Reasons” and “The Other End of the Stethoscope: 33 Insights for Excellent Patient Care.”

    Walt Larimore moved his young family to Kissimmee, Florida, to start a small-town medical practice in 1985, he had no idea he was embarking on an enterprise that would change his life in ways both large and small. But there's no telling what you'll run into as a family physician in a rural, small-town community.Perfect for anyone yearning for a simpler, slower pace of life, as well as fans of Dr. Larimore's popular Bryson City series, The Best Medicine is a tender and insightful collection of stories chronicling one young doctor's passage from inexperience to maturity as a physician, husband, father, and community member. Filled with characters colorful and crusty, warm-hearted and hot-headed, witty and winsome, these captivating stories glow with warmth, love, and humor. You'll laugh, you'll cry, and you'll wish Dr. Larimore was your doctor.

    A vital counter-interpretation of madness in women, showing how it is often a consequence of, rather than a deviation from, the traditional female role.

    In Heart 411, two renowned experts, heart surgeon Marc Gillinov and cardiologist Steven Nissen, tackle the questions their patients have raised over their decades of practice: Can the stress of my job really lead to a heart attack? How does exercise help my heart, and what is the right amount and type of exercise? What are the most important tests for my heart, and when do I need them? How do symptoms and treatments differ among men, women, and children?Backed by decades of clinical experience and up-to-the-minute research, yet written in the accessible, down-to-earth tone of your trusted family doctor, Heart 411 cuts through the confusion to give you the knowledge and tools you need to live a long and heart-healthy life.

    You simply move more deeply into them. For anyone - the kettlebell novice to the 15-year veteran - this short (read: just 30 page) ebook provides the perfect foundation or refresher of the fundamental kettlebell techniques, including the kettlebell swing, goblet squat, snatch, Turkish get up, clean, and military press. Each movement has detailed instructions plus step-by-step photos to help the reader understand the movements as well as safely and effectively execute them. After we discuss the hows of each of the basic movements, we move into applying what we've learned with a simple, straightforward kettlebell program for strength, muscle, mobility, conditioning, and (for those who want it) weight loss. This 7-day program can be run through just once as a refresher or for up to six weeks as a standalone program. This book includes: *The following kettlebell exercises: Kettlebell swing, goblet squat, snatch, Turkish get up, clean, and military press. *Each kettlebell exercise features a detailed description of the movement, step-by-step photos and key points. *A straightforward and simple 7-day program (repeatable for up to 6 weeks) to help the novice acclimate to kettlebell training or for the kettlebell veteran hone their technique and skills.

    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.

    But what should we change and how do we do it? Annabel Streets and Susan Saunders spent their 30s climbing the career ladder, having children and caring for elderly parents - all at the same time. By their 40s, they were exhausted, stressed, sleeping too little and rushing too much. They began to ask whether the prolonged ill health and dementia suffered by their parents was their inevitable future too - could they do anything to avoid requiring their own children to care for them in old age? Thus began THE AGE-WELL PROJECT. With incredible tenacity, Annabel and Susan read 50,000 scientific research papers on all aspects of ageing to find what advice cutting-edge research can offer us on how to ensure the longer lives we're living are healthy and happy. Putting their findings into practice, they found that the lifestyle changes they made were having incredible benefits on their health and wellbeing now - as well as for the future. Told with empathy and humour, in THE AGE-WELL PROJECT Annabel and Susan share the 50 key lessons they learned, the meals they cooked and the experts' tips they uncovered to make the second half of your life the best half of your life - happy, healthy and disease-free. Author BiographyAnnabel was a founder member of an award-winning marketing company, advising the chief executives of companies such as Sony, Reuters and the Financial Times. After four children, and at breaking point, she sold her company. Following a stint studying photography and producing a community cook book, she changed tack and wrote an award-winning novel The Joyce Girl which sold in 14 countries and was selected for the 2017 Berlin Film Festival. Since then she has written regularly for a range of titles including the Daily Telegraph, Psychologies, The Author, the Guardian, The Irish Times, Elle, Australian

    THE NEW YORK TIMES BESTSELLERUnlock the secret to extraordinary health by reducing high uric acid levels—the hidden risk you didn't know you had—by the author of Grain Brain and Brain Wash.What do obesity, insulin resistance, diabetes, fatty liver disease, hypertension, cardiovascular disease, stroke, neurological disorders, and premature death have in common? All can be stoked by high uric acid levels. Our most respected scientific literature is bursting with evidence that elevated uric acid levels lie at the root of many pervasive health conditions, but mainstream medicine for the most part remains unaware of this connection. This is especially alarming because a large number of Americans don’t know they are suffering from increased levels, putting them at risk for developing or exacerbating potentially life-threatening illnesses. Offering an engaging blend of science and practical advice, Drop Acid exposes the deadly truth about uric acid and teaches invaluable strategies to manage its levels, including how to:Reduce fructose and foods high in “purines” through simple dietary edits Lower uric acid levels through natural hacks like consuming tart cherries, vitamin C, quercetin, and coffeeIdentify common pharmaceuticals that threaten to increase uric acidImplement lifestyle interventions, like restorative sleep and exerciseEasily test your uric acid levels at home—a test routinely performed in your doctor’s office during regular check-ups but typically ignoredFeaturing the groundbreaking “LUV” (Lower Uric Values) diet, 35 delicious recipes, self-assessment quizzes, and a 21-day program for dropping levels, Drop Acid empowers readers with the information they need to address this hidden danger and live longer, leaner, and healthier lives.

    Why? Because without the power to make decisions about our own bodies, there is no democracy." —Gloria Steinem “Dr. Diana Greene Foster brings what is too often missing from the public debate around abortion: science, data, and the real-life experiences of people from diverse backgrounds…This should be required reading for every judge, member of Congress, and candidate for office—as well as anyone who hopes to better understand this complex and important issue.” —Cecile Richards, cofounder of Supermajority, former president of Planned Parenthood, and author of Make Trouble A groundbreaking and illuminating look at the state of abortion access in America and the first long-term study of the consequences—emotional, physical, financial, professional, personal, and psychological—of receiving versus being denied an abortion on women’s lives.What happens when a woman seeking an abortion is turned away? Diana Greene Foster, PhD, decided to find out. With a team of scientists—psychologists, epidemiologists, demographers, nursing scholars, and public health researchers—she set out to discover the effect of receiving versus being denied an abortion on women’s lives. Over the course of a ten-year investigation that began in 2007, she and her team followed a thousand women from more than twenty states, some of whom received their abortions, some of whom were turned away. Now, for the first time, the results of this landmark study—the largest of its kind to examine women’s experiences with abortion and unwanted pregnancy in the United States—have been gathered together in one place. Here Foster presents the emotional, physical, and socioeconomic outcomes for women who received their abortion and those who were denied. She analyzes the impact on their mental and physical health, their careers, their romantic lives, their professional aspirations, and even their existing and future children—and finds that women who received an abortion were almost always better off than women who were denied one. Interwoven with these findings are ten riveting first-person narratives by women who share their candid stories. As the debate about abortion rights intensifies, The Turnaway Study offers an in-depth examination of the real-world consequences for women of being denied abortions and provides evidence to refute the claim that abortion harms women. With brilliant synthesis and startling statistics—that thousands of American women are unable to access abortions; that 99% of women who receive an abortion do not regret it five years later—The Turnaway Study is a necessary and revelatory look at the impact of abortion access on people’s lives.

    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.

    The secret? Harnessing the incredible power of sleep.Over six episodes, a world expert on sleep will act as a guru to an insomniac comedian, transforming their nocturnal habits and showing how you can do the same. In our hectic modern lives, sleep can often feel like a luxury - studies have found that 52% of Britons struggle to sleep, while around 70 million Americans suffer from a chronic sleep disorder. However, our sleep guru and their celebrity apprentice will reveal that everything we thought we knew about sleep was wrong, and teach us how to capitalize on one of the most often neglected resources for transforming our lives.Over the course of a journey to improve the star’s sleep quality, they will demystify the science behind how and why we sleep so that we can use it to make concrete improvements to our health, wellbeing, and productivity.A TBI Media production for Audible Originals.This is an Audible Original Podcast. Free for members. You can download all 6 episodes to your Library now.©2020 Audible, Ltd. (P)2020 Audible, Ltd.

    Angier takes readers on a mesmerizing tour of female anatomy and physiology that explores everything from organs to orgasm, and delves into topics such as exercise, menopause, and the mysterious properties of breast milk.A self-proclaimed "scientific fantasia of womanhood." Woman ultimately challenges widely accepted Darwinian-based gender stereotypes. Angier shows how cultural biases have influenced research in evolutionary psychology (the study of the biological bases of behavior) and consequently led to dubious conclusions about "female nature." such as the idea that women are innately monogamous while men are natural philanderers.But Angier doesn't just point fingers; she offers optimistic alternatives and transcends feminist polemics with an enlightened subversiveness that makes for a joyful, fresh vision of womanhood. Woman is a seminal work that will endure as an essential read for anyone intersted in how biology affects who we are as women, as men, and as human beings.