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The Price We Pay: What Broke American Health Care - and How to Fix It
One in five Americans now has medical debt in collections and rising health care costs today threaten every small business in America. Dr. Makary, one of the nation's leading health care experts, travels across America and details why health care has become a bubble. Drawing from on-the-ground stories, his research, and his own experience, The Price We Pay paints a vivid picture of price-gouging, middlemen, and a series of elusive money games in need of a serious shake-up. Dr. Makary shows how so much of health care spending goes to things that have nothing to do with health and what you can do about it. Dr. Makary challenges the medical establishment to remember medicine's noble heritage of caring for people when they are vulnerable.The Price We Pay offers a roadmap for everyday Americans and business leaders to get a better deal on their health care, and profiles the disruptors who are innovating medical care. The movement to restore medicine to its mission, Makary argues, is alive and well--a mission that can rebuild the public trust and save our country from the crushing cost of health care.
Get What's Yours for Medicare: Maximize Your Coverage, Minimize Your Costs (The Get What's Yours Series)
A coauthor of the New York Times bestselling guide to Social Security Get What’s Yours authors an essential companion to explain Medicare, the nation’s other major benefit for older Americans. Learn how to maximize your health coverage and save money.
Catastrophic Care: Why Everything We Think We Know about Health Care Is Wrong
In 2007 David Goldhill’s father died from infections acquired in a well-regarded New York hospital. The bill, for several hundred thousand dollars, was paid by Medicare. Angered, Goldhill became determined to understand how it was possible that well-trained personnel equipped with world-class technologies could be responsible for such inexcusable carelessness - and how a business that failed so miserably could still be rewarded with full payment.Catastrophic Care is the eye-opening result. In it Goldhill explodes the myth that Medicare and insurance coverage can make care cheaper and improve our health, and shows how efforts to reform the system, including the Affordable Care Act, will do nothing to address the waste of the health care industry, which currently costs the country nearly $2.5 trillion annually and in which an estimated 200,000 Americans die each year from preventable errors. Catastrophic Care proposes a completely new approach, one that will change the way you think about one of our most pressing national problems.
You can't predict or prevent disasters. That's reality. But with The Disaster Recovery Handbook, you can create a plan to ensure your business will continue and your vital operations, facilities, and assets will be protected. Expect the best. Plan for the worst. Survey the headlines: superstorms, data breaches, pandemics, system failures, and strikes occur regularly . . . somewhere. If a disaster hits your organization - will you be prepared? With the detailed guidance found in The Disaster Recovery Handbook, your company's survival and the speedy resumption of business is assured. This thoroughly updated third edition provides readers with clear and comprehensive instructions for assessing risk; documenting recovery procedures; assembling a disaster team; testing and debugging every step; protecting material resources; and safeguarding vital records. Featuring an examination of emerging risks, developments in IT networking, and an all-new chapter on information security, this all-in-one tool kit helps you both avoid potential trouble and recover swiftly when the worst occurs. Anything can happen, but The Disaster Recovery Handbook helps you plan for every contingency, ensuring your company is responsible, ready, and resilient.
The 100-Year Life: Living and Working in an Age of Longevity
What will your 100-year life look like? Does the thought of working for 60 or 70 years fill you with dread? Or can you see the potential for a more stimulating future as a result of having so much extra time?Many of us have been raised on the traditional notion of a three-stage approach to our working lives: education, followed by work and then retirement. But this well-established pathway is already beginning to collapse--life expectancy is rising, final-salary pensions are vanishing, and increasing numbers of people are juggling multiple careers. Whether you are 18, 45, or 60, you will need to do things very differently from previous generations and learn to structure your life in completely new ways.The 100-Year Life is here to help. Drawing on the unique pairing of their experience in psychology and economics, Lynda Gratton and Andrew Scott offer a broad-ranging analysis as well as a raft of solutions, showing how to rethink your finances, your education, your career, and your relationships and create a fulfilling 100-year life.Shortlisted for the FT/McKinsey Business Book of the Year Award, The 100-Year Life is a wake-up call that describes what to expect and considers the choices and options that you will face. It is also fundamentally a call to action for individuals, politicians, firms, and governments and offers the clearest demonstration that a 100-year life can be a wonderful and inspiring one.
Delivering Quality Service
Zeithaml, Valarie A.
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
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