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.

    Winston Churchill had it.Is your child also suffering from A.D.H.D.?Though medical science has known about Attention Deficit Hyperactivity Disorder for almost one hundred years, for most of us A.D.H.D. remains a new and baffling condition. Now, at last, here is a clear and comprehensive guide to this common disorder.As renowned pediatrician Dr. Christopher Green explains, A.D.H.D. is actually a cluster of behaviors--including inattentiveness, impulsiveness, and overactivity--that causes children (mostly boys) to underachieve at school and behave poorly at home despite high intelligence and quality parenting. Understanding A.D.H.D. covers every aspect of the disorder, from diagnosis to treatment. Inside you'll discover ¸  How to tell if a child has A.D.H.D. ¸  Practical solutions to common behavior problems at home and school ¸  When and how to medicate your child ¸  The best sports for someone with A.D.H.D. ¸  Measures to take for building self-esteem   And much more!Informative, reassuring, and up-to-date, Understanding A.D.H.D. is an invaluable resource for parents, teachers, and health professionals.

    In 1919, Spanish flu killed over 50 million people, more than died in both world wars combined. In 1950, an estimated 50 million people caught smallpox worldwide, of whom 10 million died. In 1980, before measles vaccine was widely used, an estimated 2.6 million children died of measles every year. Today we are hostage to a new pandemic disease -the seemingly unstoppable COVID-19.Less than 100 years ago, losing a child to an infection like diphtheria or polio was a dreaded but almost inevitable sorrow faced by all parents, from the richest to the poorest. Today, these killer diseases are almost never seen in industrialised countries, thanks to the development of vaccines. Immunisation has given modern parents peace of mind their ancestors could not imagine.The history of vaccination is rich with trial, error, sabotage and success. It encompasses the tragedy of lives lost, the drama of competition and discovery, the culpability of botched testing, and the triumph of effective, lifelong immunity. Yet with the eradication in the first world of some of humanity's deadliest foes, complacency in some quarters has set in. COVID-19 has us again racing for a vaccine. The story of past achievements and failures helps us keep the race - and the hope - in perspective.This is a book for everyone who wants to understand our past - and cares about our future.PRAISE'Anyone who has doubts about the life-saving miracle of vaccination should read this' Steven Carroll, Sydney Morning Herald'An entertaining and engaging work that is sure to delight general readers' Australian Book Review'The ideal handbook for pregnant women, parents, travellers, childcare and aged-care workers, GPs and anyone with an interest in public health' The Australian'Isaacs explores the understanding of immunity as it develops from the fifth century BC to the present day and thrills us with the progressive successes of each of the 14 vaccines which a child routinely receives today ... The work is authoritative, beguiling, amusing, instructive and inspirational. It deserves a wide readership, including infectious disease experts, other health professionals and, most assuredly, a diversity of lay people' Sir Gustav Nossal, immunologist and director of The Walter and Eliza Institute of Medical Research, Melbourne, 1965-1996'A rollicking story of human endeavour, error, misinformation, success and failure ... and more than a glimpse of why we need to continue to research, evaluate, educate and fund vaccines to prevent disease' Fiona Stanley, Distinguished Research Professor, University of Western Australia'Effortlessly accessible, Defeating the Ministers of Death brilliantly reveals the people behind the most important public health intervention in history' Professor Andrew J Pollard, Department of Paediatrics, University of Oxford'This book is an unflinching look at the triumphs and inevitable tragedies in the war against infectious diseases. Nonfiction is at its best when it reads like fiction. And David Isaacs has written a page turner' Paul A. Offit, MD, author of Bad Advice: Or Why Celebrities, Politicians, and Activists Aren't Your Best Source of Health Information

    Global warming and associated climate change exists - but the role of humans in that change is entirely debatable. A little-known aspect of modern climate science is that the warming of the global atmosphere-ocean system over the last 100 years, even if entirely human-caused, has progressed at a rate that reduces the threat of future warming by 50% compared to the climate model projections. To the extent warming is partly natural (a possibility even the IPCC acknowledges), the future threat is reduced even further. This, by itself, should be part of the debate over energy policy – but it isn’t. Why? The news media, politicians, bureaucrats, rent-seekers, government funding agencies, and a “scientific-technological elite” (as President Eisenhower called it) have collaborated to spread what amounts to fake climate news. Exaggerated climate claims appear on a daily basis, sucking the air out of more reasoned discussions of the scientific evidence which are too boring for a populace increasingly addicted to climate change porn. Upon close examination it is found that the "97% of climate scientists agree" meme is inaccurate, misleading, and useless for decision-making; human causation of warming is simply assumed by the vast majority of climate researchers. In contrast to what many have been taught, there have been no obvious changes in severe weather, including hurricanes, tornadoes, droughts or floods. Despite an active 2018 wildfire season, there has actually been a long-term decrease in wildfire activity, although that will change if forest management practices are not implemented. Proxy evidence of past temperature and Arctic sea ice changes suggest warming and sea ice decline over the last 50 years or so is not out of the ordinary, and partly or even mostly natural. The Antarctic ice sheet isn't collapsing, but remains stable. The human component of sea level rise is shown to be, at most, only 1 inch per 30 years (25% of the observed rate of rise); and the latest evidence is that more CO2 dissolved in ocean water will be good for marine life, not harmful. Admittedly, continued emissions of CO2 from fossil fuel burning can be expected to cause (and probably has caused) some of our recent warming. But the Paris Agreement, even if extended through the end of the 21st Century, will have no measurable effect on global temperatures because the governments of the world realize humanity will depend upon fossil fuels for decades to come. Despite news reports and politicians' proclamations, international agreements to reduce CO2 emissions are all economic pain for no observable climate gain. What government-mandated reliance on expensive and impractical energy sources will do is increase energy poverty, and poverty kills. This downside to illusory efforts to “Save the Earth” is already being experienced in the UK and elsewhere. If people are genuinely concerned about humanity thriving, they must reject global warming alarmism. In terms of environmental regulation, the end result of the U.S. EPA's Endangerment Finding will be reduced prosperity for all, and climate gain for none. The good news is that there is no global warming crisis, and this book will inform citizens and help guide governments toward decisions which benefit the most people while doing the least harm.

    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.

    The best-selling author Anne M. Fletcher asked them a simple question: how did you do it? The result is the first completely unbiased guide for problem drinkers, one that shatters long-held assumptions about alcohol recovery.Myth: AA is the only way to get sober.Reality: More than half the people Fletcher surveyed recovered without AA.Myth: You can't get sober on your own.Reality: Many people got sober by themselves.Myth: One drink inevitably leads right back to the bottle.Reality: A small number of people find they can have an occasional drink.Myth: There's nothing you can do for someone with a drinking problem until he or she is ready.Reality: Family and friends can make a big difference if they know how to help.Weaving together the success stories of ordinary people and the latest scientific research on the subject, Fletcher uncovers a vital truth: no single path to sobriety is right for every individual. There are many ways to get sober - and stay sober. SOBER FOR GOOD is for anyone who has ever struggled not to drink, coped with someone who has a drinking problem, or secretly wondered, "Do I drink too much?"

    

    But the good news is that more men are being cured of this disease than ever before. Now in a revised fourth edition, this lifesaving guide by Dr. Patrick Walsh and award-winning science writer Janet Farrar Worthington offers a message of hope to every man facing this illness. Prostate cancer is a different disease in every man--which means that the right treatment varies for each person. Public awareness for this disease has transformed treatment and opened up new avenues of research; rapid advances in knowledge are being translated in new recommendations for management. In this book, Dr. Walsh will address questions such as: What causes prostate cancer? Your risk factors, including heredity, diet, and environment. Can I prevent prostate cancer? How some simple changes in your diet and lifestyle can help prevent or delay the disease. Does prostate cancer need to be treated at all? This hot-button issue is vital for men to understand. How do I know if I have prostate cancer? An explanation of the recently refined and expanded recommendations. How can my prostate cancer be treated? The pros and cons of new technologies and new information on focal therapy.

    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.

    Applying the same objective criteria to legal and illegal substances, an argument is made that legality is not a clear measure for harm. Tackling a variety of questions, such as Which is more harmful—Ecstasy or alcohol? Can addiction be cured? and Does the "War on Drugs" have serious unintended effects that can hurt children?, this analysis equips readers with the ability to make educated decisions regarding drugs both personally and in their communities. Broadening the scope of the discussion, a framework is explored for formulating national drug policies that will minimize a myriad of harms—social, medical, criminal, financial, and environmental.

    At his death last spring, Roueche left behind seven new narratives that have never been published in book form. This book collects these works along with one earlier classic--all relating true tales of strange illnesses, rare diseases, and the brilliant minds who race to understand and conquer them.

    . . these are not just diagnoses from the DSM; they are part of our everyday vocabulary and understanding of people. As Christians, how should we think about psychiatric diagnoses and their associated treatments? We can t afford to isolate ourselves and simply dismiss these categories as unbiblical. Nor can we afford to accept the entire secular psychiatric diagnostic and treatment enterprise at face value as though Scripture is irrelevant for these complex struggles. Instead, we need a balanced, biblically (and scientifically!) informed approach that is neither too warmly embracing nor too coldly dismissive of psychiatric labels and the psychiatric medications that are often prescribed. Biblical counselor and retired physician, Michael R. Emlet, gives readers a helpful way forward on these important issues as he guides lay and professional helpers in the church through the thicket of mental health diagnoses and treatments in a clear, thoughtful primer in which the Bible informs our understanding of psychiatric diagnoses and the medications that are often recommended based on those labels. This first book in the Helping the Helper series will give readers biblical, gospel-formed categories that will help them understand and minister to those who are struggling with mental health issues.

    It argues that evolution designed us both to teach and learn, and that the drive to learn is our most important instinct. It also reveals as fascinating insights about our adult capacities and how even young children -- as well as adults -- use some of the same methods that allow scientists to learn so much about the world. Filled with surprise at every turn, this vivid, lucid, and often funny book gives us a new view of the inner life of children and the mysteries of the mind.

    The best-selling Mastering the World of Psychology speaks to students in a direct and accessible manner. The author's voice and writing style, combined with a strong pedagogical framework, support students of diverse backgrounds and educational needs. The book relates essential key concepts in a way that is meaningful to students' lives and careers. No introductory psychology textbook does more to help students get better grades than Mastering the World of Psychology.

    Communities where heroin had never been seen before—from Charlotte, NC and Huntington, WVA, to Salt Lake City and Portland, OR—were overrun with it. Local police and residents were stunned. How could heroin, long considered a drug found only in the dense, urban environments along the East Coast, and trafficked into the United States by enormous Colombian drug cartels, be so incredibly ubiquitous in the American heartland? Who was bringing it here, and perhaps more importantly, why were so many townspeople suddenly eager for the comparatively cheap high it offered?With the same dramatic drive of El Narco and Methland, Sam Quinones weaves together two classic tales of American capitalism: The stories of young men in Mexico, independent of the drug cartels, in search of their own American Dream via the fast and enormous profits of trafficking cheap black-tar heroin to America’s rural and suburban addicts; and that of Purdue Pharma in Stamford, Connecticut, determined to corner the market on pain with its new and expensive miracle drug, Oxycontin; extremely addictive in its own right. Quinones illuminates just how these two stories fit together as cause and effect: hooked on costly Oxycontin, American addicts were lured to much cheaper black tar heroin and its powerful and dangerous long-lasting high. Embroiled alongside the suppliers and buyers are DEA agents, local, small-town sheriffs, and the US attorney from eastern Virginia whose case against Purdue Pharma and Oxycontin made him an enemy of the Bush-era Justice Department, ultimately stalling and destroying his career in public service.Dreamland is a scathing and incendiary account of drug culture and addiction spreading to every part of the American landscape.