Do you look forward to your next hospitalization or medical procedure? If not, you are far from alone! Very few people enjoy needing a doctor, physical therapist, or other healthcare provider. Even fewer look forward to needing a hospital, assisted living, home health, or hospice services for themselves or their loved ones. Dread of interacting with the healthcare system has skyrocketed because of the pandemic. Distrust in public health officials and agencies is at an all-time high. Patients have died alone in the hospital because of ongoing COVID-19 policies. Some outpatient health and mental health providers still refuse to see patients in person. Prior to March 2020, patients dreaded the thought of needing healthcare services. Now, several years after waiting for things to get better, they hate the thought of needing these services even more. Reimagining Customer Service in Healthcare helps leaders and clinicians transform their organizations with simple, creative strategies. The results? Previously reluctant, uneasy, and resistant patients, clients, and family caregivers become less stressed and more trusting.

Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards. Chapters focus on: Tools for establishing and measuring customer service teamgoals Creating customer service standards unique to yourorganization Tips on training sessions Strategies for maintaining top-of-mind awareness of customerservice among employees Customer service techniques for physicians and nurses An overview of customer service as an essential component ofbusiness development and marketing

Since FDR, the US healthcare system has been mired in politics and policy. All the while it has only increased in complexity and cost. Today half of all personal bankruptcies are attributable to healthcare costs. Many community hospitals are barely getting by with single digit profit margins. With a system teetering on the edge of a systemic crisis, we need to turn to a brand-new approach to rescue the US healthcare system.

Bringing together the experience, perspective and expertise of Paul Farmer, Jim Yong Kim, and Arthur Kleinman, Reimagining Global Health provides an original, compelling introduction to the field of global health. Drawn from a Harvard course developed by their student Matthew Basilico, this work provides an accessible and engaging framework for the study of global health. Insisting on an approach that is historically deep and geographically broad, the authors underline the importance of a transdisciplinary approach, and offer a highly readable distillation of several historical and ethnographic perspectives of contemporary global health problems. The case studies presented throughout Reimagining Global Health bring together ethnographic, theoretical, and historical perspectives into a wholly new and exciting investigation of global health. The interdisciplinary approach outlined in this text should prove useful not only in schools of public health, nursing, and medicine, but also in undergraduate and graduate classes in anthropology, sociology, political economy, and history, among others.

Reimagining Healthcare shows you how facilities create an enviable healthcare reputation and become preferred health care providers and employers. This book examines: · Current issues and trends facing healthcare; · Why First World healthcare has come to cost so much; · Why the existing healthcare model is unsustainable; · The human side of these pressures; · How improving the care experience – for patients, care-givers and administrators – reduces risk and cost; and · Ways to help your team make their work enjoyable, efficient and higher quality.

The New York Times Science Bestseller from Robert Wachter, Modern Healthcare’s #1 Most Influential Physician-Executive in the US While modern medicine produces miracles, it also delivers care that is too often unsafe, unreliable, unsatisfying, and impossibly expensive. For the past few decades, technology has been touted as the cure for all of healthcare’s ills. But medicine stubbornly resisted computerization – until now. Over the past five years, thanks largely to billions of dollars in federal incentives, healthcare has finally gone digital. Yet once clinicians started using computers to actually deliver care, it dawned on them that something was deeply wrong. Why were doctors no longer making eye contact with their patients? How could one of America’s leading hospitals give a teenager a 39-fold overdose of a common antibiotic, despite a state-of-the-art computerized prescribing system? How could a recruiting ad for physicians tout the absence of an electronic medical record as a major selling point? Logically enough, we’ve pinned the problems on clunky software, flawed implementations, absurd regulations, and bad karma. It was all of those things, but it was also something far more complicated. And far more interesting . . . Written with a rare combination of compelling stories and hard-hitting analysis by one of the nation’s most thoughtful physicians, The Digital Doctor examines healthcare at the dawn of its computer age. It tackles the hard questions, from how technology is changing care at the bedside to whether government intervention has been useful or destructive. And it does so with clarity, insight, humor, and compassion. Ultimately, it is a hopeful story. "We need to recognize that computers in healthcare don’t simply replace my doctor’s scrawl with Helvetica 12," writes the author Dr. Robert Wachter. "Instead, they transform the work, the people who do it, and their relationships with each other and with patients. . . . Sure, we should have thought of this sooner. But it’s not too late to get it right." This riveting book offers the prescription for getting it right, making it essential reading for everyone – patient and provider alike – who cares about our healthcare system.

Discover what AI can do for your business with this approachable and comprehensive resource Reimagining Businesses with AI acquaints readers with both the business challenges and opportunities presented by the rapid growth and progress of artificial intelligence. The accomplished authors and digital executives of the book provide you with a multi-industry approach to understanding the intersection of AI and business. The book walks you through the process of recognizing and capitalizing on AI’s potential for your own business. The authors describe: How to build a technological foundation that allows for the rapid implementation of artificial intelligence How to manage the disruptive nature of powerful technology while simultaneously harnessing its capabilities The ethical implications and security and privacy concerns raised by the spread of AI Perfect for business executives and managers who seek a jargon-free and approachable manual on how to implement artificial intelligence in everyday operations, Reimagining Businesses with AI also belongs on the bookshelves of anyone curious about the interaction between artificial intelligence and business.

Caregiving is no vacation, but you can cruise more smoothly through it! If you’re facing the daunting reality that you’re about to become a caregiver—whether you planned for it or not—Cruising through Caregiving is the down-to-earth and authoritative answer you need. Jennifer FitzPatrick has been through nearly every possible scenario on the caregiving spectrum, both professionally and personally, and she expertly shows you how to be a responsible, loving caregiver without being overcome by guilt, exhaustion, or worry. It doesn’t matter whether you have advantages such as money or an extended family. You don’t have to passively just let things happen. No matter your particular situation, FitzPatrick has a practical and thoughtful solution to deal with it. She’ll help you discover and harness powers you don’t even know you have—from getting other family members to participate in caregiving to navigating a loved one’s finances, living setting, or declining physical and mental health conditions. Advice and resources from FitzPatrick and twenty-four other professionals show how to give your loved one the best quality of life possible without sacrificing your own life, health, career, relationships, or financial stability.

Drawn from the popular "Narrative Matters" column in the journal Health Affairs, these essays embody a vision for a health care system that centers the humanity of patients and doctors alike. Health care decision making affects patients and families first and foremost, yet their perspectives are not always factored into health policy deliberations and discussions. In this anthology, Jessica Bylander brings together the personal stories of the patients, physicians, caregivers, policy makers, and others whose writings add much-needed human context to health care decision making. Drawn from the popular "Narrative Matters" column in the leading health policy journal Health Affairs, this collection features essays by some of the leading minds in health care today, including Pulitzer Prize–winner Siddhartha Mukherjee, MacArthur fellow Diane Meier, former Planned Parenthood president Leana S. Wen, and former secretary of health and human services Louis W. Sullivan. The collection also presents important stories from lesser-known voices, including a transgender doctor in Oklahoma who calls for better treatment of trans patients and a palliative care physician who reflects on how perspectives on hastening death have changed in recent years. A foreword written by National Humanities Medal recipient Abraham Verghese, MD, further rounds out the book. The collection of thirty-two essays is organized around several themes: • the practice of medicine • medical innovation and research • patient-centered care • the doctor-patient relationship • disparities and discrimination • aging and end-of-life care • maternity and childbirth • opioids and substance abuse Contributors: Louise Aronson, Laura Arrowsmith, Cheryl Bettigole, Cindy Brach, Gary Epstein-Lubow, Jonathan Friedlaender, Patricia Gabow, Katti Gray, Yasmin Sokkar Harker, Timothy Hoff, Carla Keirns, Raya Elfadel Kheirbek, Katy B. Kozhimannil, Pooja Lagisetty, Maria Maldonado, Maureen A. Mavrinac, Diane E. Meier, Dina Keller Moss, Siddhartha Mukherjee, Donna Jackson Nakazawa, Travis N. Rieder, Aroonsiri Sangarlangkarn, Elaine Schattner, Janice Lynch Schuster, Myrick C. Shinall, Gayathri Subramanian, Louis W. Sullivan, Gautham K. Suresh, Abraham Verghese, Otis Warren, Leana S. Wen, Charlotte Yeh

A renowned Harvard professor debunks prevailing orthodoxy with a new intellectual foundation and a practical pathway forward for a system that has lost its moral and ethical foundation. Free market capitalism is one of humanity's greatest inventions and the greatest source of prosperity the world has ever seen. But this success has been costly. Capitalism is on the verge of destroying the planet and destabilizing society as wealth rushes to the top. The time for action is running short. Rebecca Henderson's rigorous research in economics, psychology, and organizational behavior, as well as her many years of work with companies around the world, give us a path forward. She debunks the worldview that the only purpose of business is to make money and maximize shareholder value. She shows that we have failed to reimagine capitalism so that it is not only an engine of prosperity but also a system that is in harmony with environmental realities, the striving for social justice, and the demands of truly democratic institutions. Henderson's deep understanding of how change takes place, combined with fascinating in-depth stories of companies that have made the first steps towards reimagining capitalism, provide inspiring insight into what capitalism can be. Together with rich discussions of important role of government and how the worlds of finance, governance, and leadership must also evolve, Henderson provides the pragmatic foundation for navigating a world faced with unprecedented challenge, but also with extraordinary opportunity for those who can get it right.