New Materials at Planetree Health Resource Center

This is a sample of the new materials available for checkout at Planetree Health Resource Center. You can e-mail library@mcmc.net or call 296-8444 to request materials. If you're an MCMC employee, items can be checked out and sent to you through interoffice mail.


New Materials

  • Alzheimer's Disease and Other Dementias: A Practical Guide. 3rd Edition.
    By Marc Agronin.
  • The Biology of Desire: Why Addiction Is Not a Disease.
    By Marc Lewis.
  • Cancer: How to Make Survival Worth Living: Coping With Long Term Effects of Cancer Treatment .
    By Patricia Wheeler.
  • The Complete Acne Health & Diet Guide: Naturally Clear Skin Without Antibiotics.By Makoto Trotter.
  • Clearing Emotional Clutter: Mindfulness Practices for Letting Go of What's Blocking Your Fulfillment and Transformation.
    By Donald Altman.
  • A Consumer's Dictionary of Food Additives: Descriptions in Plain English of More Than 12,000 Ingredients Both Harmful and Desirable.
    By David Feldman and Andrew Lasher.
  • Express Yourself: A Teen Girl's Guide to Speaking Up and Being Who You Are.
    By Emily Roberts
  • The HCAHPS Handbook 2: Tactics to Improve Quality and the Patient Experience.
    By Lyn Ketelsen, Karen Cook and Bekki Kennedy.
  • Grain of Truth: The Real Case For and Against Wheat and Gluten.
    By Stephen Yafa.

This Month's Highlight:

This Month's Highlighted Book at the MCMC Planetree Health Resource Library
THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE

Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. 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 improve its customer experience. This strategic guide covers:

  • How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it
  • How the Clinic's leaders redefined the concept of patient experience and developed a strategy to Critical lessons learned regarding organization, recruitment, training, and measuring service excellence
  • How the Clinic's leaders redefined the concept of patient experience and developed a strategy to Ways in which the Clinic aligned its entire workforce around its Patients First strategy
  • How the Clinic's leaders redefined the concept of patient experience and developed a strategy to How leaders improved the critical element of physician communication

Rather 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.

Reviews:
"Service Fanatics will become the gold standard on patient-centered care. Cleveland Clinic in all its glory, like many of the rest of us in healthcare, had lost its way with compassion and empathy. Dr. James Merlino in his role as the Clinic's Chief Experience Officer, along with CEO Toby Cosgrove and the rest of the healers at Cleveland Clinic, changed that by putting Patients First. Merlino's description of this journey is at times painful, raw, and brutally honest. Service Fanatics and its author exude passion, humility, integrity, and caring. It will make any organization better and is a must-read for everyone in healthcare."
-David T. Feinberg, MD, president of UCLA Health System and CEO of UCLA Hospital System

"It is one thing for a leader to establish an organization-wide priority and quite another to achieve it. To many, Cleveland Clinic's rapid improvement in patient satisfaction scores appears nearly miraculous. Dr. Merlino's book offers a compelling and candid tale of how an already great hospital engaged its 43,000 employees to become even better. By detailing every step with candor and eloquence, this book explains precisely how the hospital achieved its gains-and, in so doing, offers invaluable lessons not only for healthcare leaders but for anyone interested in how to achieve meaningful progress across any organization."
-Barbara R. Snyder, president of Case Western Reserve University

"Anyone involved in healthcare will treasure Dr. Jim Merlino's book because it provides a candid, poignant look at patient care from both provider and patient perspectives. The stories and lessons around empathy and compassion are inspirational and help us think more clearly about the importance of the overall patient experience.
-Kurt Newman, MD, president and CEO of Children's National Health System

In this warts-and-all account, Jim Merlino describes how he and his Cleveland Clinic colleagues transformed a culture focused almost exclusively on clinical excellence into one that fully embraced the need to deliver a caring and empathic experience for people. In so doing, Merlino has created a comprehensive and methodical playbook for other healthcare organizations seeking to fulfill the same paramount objective: putting patients first."
-Susan Dentzer, senior policy adviser to the Robert Wood Johnson Foundation



*Don't have a card with us?...come in and fill out our library card application and we will make a PHRC library card for you.
**Looking for something specific?...Search our on-line library catalog. Planetree Health Resource Center is now linked to more than 70 libraries in eastern Oregon through the Sage Library System. If we don't have what you are looking for, there's a good chance we have access to it!

-Editorial Review Note: This is a sample of the new materials available for checkout at Planetree Health Resource Center. To request a hold for any of our materials, please call 296-8444.

New Reading Materials

Molly at the Planetree Health Resource Library Molly is the resident expert on new and upcoming reading materials, she can also help find audio and video materials upon request. Check back often, we receive several new volumes every month.