Leaving the hospital setting can be the single most stressful moment of the entire hospital experience--both for patients "and" their families. Research proves that patients' perception of the discharge process an important component to overall satisfaction and loyalty--the final impression of the healthcare experience. How prepared does the patient feel to leave the hospital? How quickly is the discharge process executed? How much thought is given to the self-care instructions the patient takes home? What kind of home care or follow-up services are set in place? Press Ganey has all the right answers! Press Ganey Associates, the recognized national leader in patient satisfaction and quality research, has developed the hands-on, how-to guide you need to improve your facility's discharge process: "Patient Satisfaction and the Discharge Process: ""Evidence-Based Best Practices." Jam-packed with best practices Pulled from data gathered from tens of thousands of patient survey responses in more than 6,000 facilities nationwide, "Patient Satisfaction and the Discharge Process "offers a collection of strategies for providing a successful discharge experience for your patients.The facts you need to improve your discharge planning process The second book in The Press Ganey Series, "Patient Satisfaction and the Discharge Process: ""Evidence-Based Best Practices" delivers 120 pages dedicated to helping healthcare administrators and professionals make measurable improvements to their facility discharge planning process.Based on the best, evidence-based research available For the first time, "Patient Satisfaction and the Discharge Process "brings together the key national studies and the standards of leading agencies--including CMS, the Joint Commission, and the AMA--on discharge process. No other resource offers the applicable data, relevant research, and proven strategies to aid you in quickly and effectively implementing your discharge planning program under HCAHPS--CMS' new initiative to publicly report patient perceptions of care.After reading this book, you will be able to define the differences between patient causes and hospital causes of dissatisfaction with the discharge process. describe the key elements of the AMA Guidance on the components of a quality discharge process. list three things hospitals may do that make patients feel rushed describe two things hospitals do to cause low scores on patient satisfaction with the speed of discharge. identify three questions staff can ask patients that may elicit unspoken concerns or needs. describe five basic living activities that the patient will face post-discharge and that may lead them to not feel confident that they can care for themselves discuss why it is important to have variation in educational resources create an outline for an effective family caregiver assessment describe the potential impact of post-discharge callbacks and home visits on patient concerns about unanticipated needs arising post-discharge. describe the role and use of "education nurses" at one hospital to successfully improve follow-up and patient satisfaction. The Length-of-Stay correlation The best practices found in "Patient Satisfaction and the Discharge Process" have also been identified as key factors for reducing length of stay, improving patient flow, and positively impacting financial outcomes for your hospital. By developing the know-how to improve your discharge planning process and shorten the length of stay for patients, you can achieve better overall quality of care ratings for your facility.Who should read this book? Directors and Managers of Quality Patient Satisfaction Directors and Patient Representatives Risk Managers Directors of Nursing Directors of Case Management Social Workers and Discharge Planners Chief Nursing Officers CONTENTS Introduction Chapter 1: What does the data say Chapter 2: Readiness for discharge Chapter 3: The speed of discharge Chapter 4: Clear instructions on self care Chapter 5: Arrangements for follow-up care and home care Chapter 6: Best practices for focused improvement Conclusion Faculty Disclosure: All faculty participating in continuing education provided by HCPro activities are expected to disclose to the learner any real or apparent commercial financial affiliations related to their presentations and materials.
HCPro and Press Ganey are proud to introduce "Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices." It is a unique and authoritative resource and training tool to increase patient satisfaction . . . and improve your bottom line.What do you do when healthcare service fails? How should you react when a patient complains or expresses concern? It's one thing to make a mistake. It's another to add insult to injury by neglecting to address the problem, or by responding inappropriately. In fact, the way your organization reacts when something goes wrong profoundly affects your patients' overall healthcare experience, and ultimately their satisfaction with your facility.The success of any healthcare facility depends on an effective service recovery system. Failure to resolve a patient's problem--whether real or perceived--or to make amends will result in an unhappy patient--and a possible lawsuit. Fortunately, it is possible to mitigate the impact of flawed healthcare service. By exceeding expectations in the way you address the situation, you can re-capture the loyalty of a wronged patient, and send your patient satisfaction scores through the roof.The definitive service recovery guide Introducing "Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices," an indispensable service recovery guide made possible by a unique partnership between HCPro and Press Ganey. Rely on this dependable, authoritative resource to create, implement and maintain a service recovery program that achieves: high patient satisfaction profitable financial returns regulatory compliance measurable results This must-have guide uses valuable real-life, world-class case studies to illustrate essential service recovery principles. Readers will benefit from these compelling examples of how other healthcare organizations have created successful programs to enhance their service recovery and improve patient satisfaction.From Press Ganey--the thought leaders in patient satisfaction "Making it Right"draws on the expertise and experiences of Press Ganey Consultants and clients. Press Ganey, the premier vendor of performance measurement and improvement in healthcare, has compiled a mountain of industry best practices and analyzed the best service recovery programs in the country. You'll benefit from this insider information, as Press Ganey Consultants take you step-by-step through the process of creating an effective service recovery program. With "Making it Right," you'll have the tools and information you need to transform your organization from one that avoids complaints, to an organization that is empowered, patient-centered, and ready to handle service failures.Innovative multimedia makes staff training a pleasure Along with your informative guide, you'll also receive a DVD full of training clips for your staff. These clips depict realistic scenarios of typical patient complaints, as well as effective staff responses and solutions to these problems. You'll also find interactive evaluations, planning documents, do-it-yourself databases, and other important tools-of-the-trade conveniently located on the accompanying CD-ROM.Order your copy today With "Making it Right" you'll not only increase your patient satisfaction scores and encourage positive word of mouth, you'll also improve your organization's bottom line.About Press Ganey: Press Ganey is the healthcare industry's largest independent vendor of satisfaction measurement and improvement services. They specialize in producing tested and reliable satisfaction surveys, comprehensive management reports, and national comparative databases to monitor customer (patient, resident and employee) satisfaction in healthcare delivery systems. Press Ganey--founded in 1985 and headquartered in South Bend, Indiana--serves approximately 6,000 health care facilities, which includes 1,454 hospitals or more
In response to denunciations of populism as undemocratic and anti-intellectual, Intellectual Populism argues that populism has contributed to a distinct and democratic intellectual tradition in which ordinary people assume leading roles in the pursuit of knowledge. Focusing on the Gilded Age and Progressive Era, the decades that saw the birth of populism in the United States, this book uses case studies of certain intellectual figures to trace the key rhetorical appeals that proved capable of resisting the status quo and building alternative communities of inquiry. As this book shows, Robert Ingersoll (1833–1899), Mary Baker Eddy (1821–1910), Thomas Davidson (1840–1900), Booker T. Washington (1856–1915), and Zitkála-Šá (1876–1938) deployed populist rhetoric to rally ordinary people as thinkers in new intellectual efforts. Through these case studies, Intellectual Populism demonstrates how orators and advocates can channel the frustrations and energies of the American people toward productive, democratic, intellectual ends.
When President Thomas Jefferson dispatched Captains Meriwether Lewis and William Clark on their great exploratory expedition of the lands west of the Mississippi, the journey was destined to become the most famous and significant American land expedition in history. Jefferson must have realized the timeless importance of the mission, for he urged the captains to keep multiple records of all they saw and experienced during the journey. Those records, dutifully kept from the departure of the expedition in 1803 to its conclusion in 1806, provided invaluable information about the wonders of the American West. In the next 150 years the journals were published in several versions scrupulously authentic, dubiously revised, and complacently counterfeit. This book is the first comprehensive account of the various versions and of the persons responsible for them. It tells of the dedicated scholarship, inspired judgment, and exciting discovery of new materials, as well as the misguided enthusiasm and journalistic skulduggery that marred the publishing history of the journals, field notes, and letters of members of the expedition. The author breaks new ground in his use of previously unpublished letters written by the editors of the two major editions. An appendix introduces a recently discovered manuscript version of the journal kept by one of the expedition members. The book also includes an appraisal of books and articles written about the expedition and a resume of the illustrative materials, sketches, and maps that enriched the accounts. A History of the Lewis and Clark Journals is thus itself a significant expedition into a historic period in America's past.
Fifty years ago Georgia chose how it would use the natural environment of its coast. The General Assembly passed the Coastal Marshlands Protection Act in 1970, and, surprisingly, Lester Maddox, a governor who had built a conservative reputation by defending segregation, signed it into law. With this book, Paul Bolster narrates the politics of the times and brings to life the political leaders and the coalition of advocates who led Georgia to pass the most comprehensive protection of marshlands along the Atlantic seaboard. Saving the Georgia Coast brings to light the intriguing and colorful characters who formed that coalition: wealthy island owners, hunters and fishermen, people who made their home on the coast, courageous political leaders, garden-club members, clean-water protectors, and journalists. It explores how that political coalition came together behind governmental leaders and traces the origins of environmental organizations that continue to impact policy today. Saving the Georgia Coast enhances the reader’s understanding of the many steps it takes for a bill to become a law. Bolster’s account reviews state policy toward the coast today, giving the reader an opportunity to compare yesterday to the present. Current demands on the coastal environment are different—including spaceports and sea rise from climate change—but the political pressures to generate new wealth and new jobs, or to perch a home on the edge of the sea, are no different than fifty years ago. Saving the Georgia Coast spotlights the past and present decisions needed to balance human desires with the limits of what nature has to offer.
In the past, while visiting the First World War battlefields, the author often wondered where the various Victoria Cross actions took place. He resolved to find out. In 1988, in the midst of his army career, research for this book commenced and over the years numerous sources have been consulted. Victoria Crosses on the Western Front: Battles of the Scarpe & Drocourt- Quéant Line, is designed for the battlefield visitor as much as the armchair reader. A thorough account of each VC action is set within the wider strategic and tactical context. Detailed sketch maps show the area today, together with the battle-lines and movements of the combatants. It will allow visitors to stand upon the spot, or very close to, where each VC was won. Photographs of the battle sites richly illustrate the accounts. There is also a comprehensive biography for each recipient, covering every aspect of their lives warts and all: parents and siblings, education, civilian employment, military career, wife and children, death and burial/commemoration. A host of other information, much of it published for the first time, reveals some fascinating characters, with numerous links to many famous people and events.
First published in 1969, Lewis and Clark: Pioneering Naturalists remains the most comprehensive account of the scientific studies carried out by Meriwether Lewis and William Clark during their overland expedition to the Pacific Northwest and back in 1804?6. Summaries of the animals, plants, topographical features, and Indian tribes encountered are included at the end of each chapter devoted to the particular leg of the journey. A distinguished biologist, Paul Russell Cutright will be remembered for this landmark contribution to our understanding of the world that the expedition observed and recorded.
Nelson's William Alexander, Lord Stirling, (1726-83) is the biographical account of a man who served 18th-century American society as a prominent citizen in peacetime and as a soldier in the Seven Years' War and the American Revolution.
Colonel William Darby was a hero by anyone's standards. His elite battalion of Army Rangers paved the way for Ranger success in subsequent wars—and left an unforgettable legacy in its wake. “Brings Darby's story to life with verve and skill.”—Evan Thomas, author of Ike’s Bluff • “Thoroughly engrossing.”—Larry Alexander, coauthor of A Higher Call • “A vivid portrait.”—Gerald Astor, author of A Blood-Dimmed Tide • “Riveting.”—John Wukovits, author of One Square Mile of Hell On a beach in Salerno in 1943, shortly after the American invasion, a staff officer stopped an Army Ranger and asked him where he might find William Darby. The soldier replied, “You’ll never find him this far back.” Darby was one of the most successful—and admirable—officers of World War II. At the start of the war he was an artillery captain and a general’s aide. But by 1945, he was a full colonel who had commanded Ranger battalions in twelve major battles, including the invasions of North Africa and Sicily, and the landings at Salerno and Anzio in Italy. Darby never led his men into a fight he wouldn’t take on personally, and his group of specially-selected, hard-trained Army Rangers became legendary for their astonishing bravery and deadliness under fire. Onward We Charge takes readers from the beachheads of North Africa to the bloody campaigns of southern Italy, and to Darby’s tragic death by German shrapnel just eight days before V-E Day. This is the true story of a man who held his own beside the greatest military figures in history.
This book examines the career of Rufus Anderson, the central figure in the formation and implementation of missionary ideology in the middle decades of the nineteenth century. Corresponding Secretary of the American Board of Commissioners for Foreign Missions from 1832 to 1866, Anderson effectively set the terms of debate on missionary policy on both sides of the Atlantic and indeed long after his death. In telling his story, Harris also speaks to basic questions in nineteenth-century American history and in the relationship between American culture and the cultures of what later came to be known as the third world.
This is the third book in Paul Adam's fast and furious Max Cassidy thriller series. Teenage escapologist, Max Cassidy, knows for sure that his mother did not kill his father, his father is not even dead . . . But somebody seems very determined to prevent Max from discovering the truth - in fact, somebody wants him dead. In this, the final instalment of the thrilling Max Cassidy series, Max travels across the world; from London to San Francisco to Russia in his quest to be reunited with his family.
The author of Onward We Charge traces the life and military career of General Lucian K. Truscott, from his youth in Texas and Oklahoma to his rise to become one of the most respected and revered battlefield commanders in the U.S. Army during World War II.
In the 1930s, Shanghai was a haven for outlaws from all over the world: a place where pasts could be forgotten, fascism and communism outrun, names invented, fortunes made--and lost. 'Lucky' Jack Riley was the most notorious of those outlaws. An ex-Navy boxing champion, he escaped from prison in the States, spotted a craze for gambling and rose to become the Slot King of Shanghai. 'Dapper' Joe Farren--a Jewish boy who fled Vienna's ghetto with a dream of dance halls--ruled the nightclubs. His chorus lines rivaled Ziegfeld's. In 1940 they bestrode the Shanghai Badlands like kings, while all around the Solitary Island was poverty, starvation and genocide. They thought they ruled Shanghai; but the city had other ideas. This is the story of their rise to power, their downfall, and the trail of destruction they left in their wake."--Jacket
New Philadelphia, Illinois, was founded in 1836 by Frank McWorter, a Kentucky slave who purchased his own freedom and then acquired land on the prairie for establishing a new—and integrated—community. McWorter sold property to other freed slaves and to whites, and used the proceeds to buy his family out of slavery. The town population reached 160, but declined when the railroad bypassed it. By 1940 New Philadelphia had virtually disappeared from the landscape. In this book, Paul A. Shackel resurrects McWorter’s great achievement of self-determinism, independence, and the will to exist. Shackel describes a cooperative effort by two universities, the state museum, the New Philadelphia Association, and numerous descendents to explore the history and archaeology of this unusual multi-racial community.
On the morning of January 23, 1870, troops of the 2nd U.S. Cavalry attacked a Piegan Indian village on the Marias River in Montana Territory, killing many more than the army’s count of 173, most of them women, children, and old men. The village was afflicted with smallpox. Worse, it was the wrong encampment. Intended as a retaliation against Mountain Chief’s renegade band, the massacre sparked public outrage when news sources revealed that the battalion had attacked Heavy Runner’s innocent village—and that guides had told its inebriated commander, Major Eugene Baker, he was on the wrong trail, but he struck anyway. Remembered as one of the most heinous incidents of the Indian Wars, the Baker Massacre has often been overshadowed by the better-known Battle of the Little Bighorn and has never received full treatment until now. Author Paul R. Wylie plumbs the history of Euro-American involvement with the Piegans, who were members of the Blackfeet Confederacy. His research shows the tribe was trading furs for whiskey with the Hudson’s Bay Company before Meriwether Lewis encountered them in 1806. As American fur traders and trappers moved into the region, the U.S. government soon followed, making treaties it did not honor. When the gold rush started in the 1860s and the U.S. Army arrived, pressure from Montana citizens to control the Piegans and make the territory safe led Generals William Tecumseh Sherman and Philip H. Sheridan to send Baker and the 2nd Cavalry, with tragic consequences. Although these generals sought to dictate press coverage thereafter, news of the cruelty of the killings appeared in the New York Times, which called the massacre “a more shocking affair than the sacking of Black Kettle’s camp on the Washita” two years earlier. While other scholars have written about the Baker Massacre in related contexts, Blood on the Marias gives this infamous event the definitive treatment it deserves. Baker’s inept command lit the spark of violence, but decades of tension between Piegans and whites set the stage for a brutal and too-often-forgotten incident.
In the past, while visiting the First World War battlefields, the author often wondered where the various Victoria Cross actions took place. He resolved to find out. In 1988, in the midst of his army career, research for this book commenced and over the years numerous sources have been consulted.Victoria Crosses on the Western Front Third Ypres 1917 is designed for the battlefield visitor as much as the armchair reader. A thorough account of each VC action is set within the wider strategic and tactical context. Detailed sketch maps show the area today, together with the battle-lines and movements of the combatants. It will allow visitors to stand upon the spot, or very close to, where each VC was won. Photographs of the battle sites richly illustrate the accounts. There is also a comprehensive biography for each recipient, covering every aspect of their lives warts and all parents and siblings, education, civilian employment, military career, wife and children, death and burial/commemoration. A host of other information, much of it published for the first time, reveals some fascinating characters, with numerous links to many famous people and events.
In the period between the sixteenth and eighteenth centuries a considerable number of Scots migrated to the Polish-Lithuanian Commonwealth. Some sojourned there for some time, while others stayed permanently and exercised commercial business and crafts. The migration stopped in the eighteenth century, and the Scots who remained in Poland seem to have lost their ethnic identity. This book offers an examination and assessment of this migration: numbers of migrants; patterns of settlement; laws regulating Scottish presence in Poland-Lithuania; their commercial, academic, religious and military activities; their social advancement into the Polish nobility; their assimilation and then the eventual disappearance as a distinct ethnic group in Poland-Lithuania.
The 1813 storming of Fort Mims by Creek Indians brought to light the careers of Andrew Jackson, David Crockett and Sam Houston. All three fought the Creeks and each would have his part to play two decades later when the Alamo was stormed during the fight for Texan independence from Mexico. President Jackson was the first head of state to recognize the fledgling Republic of Texas. Colonel Crockett would be enshrined as a folk hero for his stand at the Alamo. General Houston won Texan independence at San Jacinto in 1836. This book tells the stories of the two landmark battles--at Fort Mims and the Alamo--and the interwoven lives of Jackson, Crockett and Houston, three of the most fascinating men in American history.
This fascinating book traces the entire story of Westport Country Playhouse from its beginnings in the midst of the Depression to its 75th-anniversary renovations and rejuvenation. Filled with colorful characters, it is a story that will appeal to everyone who has ever been enchanted by live theatre.
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