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Chapter 2: Defining and Modeling Burnout

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2. Alighieri D. The Inferno. Ciardi J, trans. 2016; New York: New American Library.

3. Mayer T. Patient experience. Presented at the American College of Emergency Physicians Emergency Department Directors Academy, December 15, 2020, Dallas.

4. Bellow S. Herzog. 2003; New York: Penguin Classics.

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7. Deao C. The E-Factor: How Engaged Patients, Leaders, Clinicians, and Employees Will Transform Healthcare. 2016; Pensacola, FL: Fire Starter Press.

8. West CP, Dyrbye LN, Shanafelt TD. Physician burnout: contributors, consequences and solutions. J Intern Med 2018; 283 (6): 516–529. doi:10.1111/joim.12752.

9. Dzau VJ, Kirch D, Nasca T. Preventing a parallel pandemic—a national strategy to protect clinicians’ well-being. N Engl J Med 2020; 383: 513–515. doi: 10.1056/NEJMp2011027. Accessed September 7, 2020.

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19. Foxworth D. Personal communication to the author, February 6, 2018.

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Chapter 3: The Six Maslach Domains

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2. Freudenberger HJ. Burnout: The High Cost of High Achievement. 1980; Garden City, NY: Anchor Press.

3. Maslach C. Burnout: The Cost of Caring. 1982; Englewood Cliffs, NJ: Prentice-Hall.

4. Maslach C. Personal conversation with the author, August 12, 2018.

5. Adams H. The Education of Henry Adams: An Autobiography. 1999; New York: Modern Library.

6. Maslach C, Leiter MP. The Truth about Burnout. 1997; San Francisco: Jossey-Bass.

7. Mayer T. Presentations to the American College of Healthcare Executives Senior Executive and Executive Leadership program, Chicago, 2005–2017.

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12. Dzau VJ, Kirch D, Nasca T. Preventing a parallel pandemic—a national strategy to protect clinicians’ well-being. N Engl J Med 2020; 383: 513–515. doi: 10.1056/NEJMp2011027. Accessed October 17, 2020.

13. Mayer T. Leadership in times of crisis: lessons from the NFL. Presented to “What’s Right in HealthCare,” Studer/Huron virtual conference, August 12, 2020.

14. Shanafelt TD, Gorringe G, Manaker R, et al. Impact of organizational leadership on physician burnout and satisfaction. Mayo Clin Proc 2015; 90: 432–440. doi: 10.1016/j.mayocp.2015.01.012. Accessed February 4, 2021.

15. Machiavelli N. The Prince. 2015; New York: Penguin Classics.

16. Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2020; Dallas: American College of Emergency Physicians Press.

17. Mayer T, Cates R. Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients. 2nd ed. 2014; Chicago: Health Administration Press.

18. Kotter JP. A Force for Change: How Leadership Differs from Management. 1990; New York: Free Press.

19. Kotter JP. Leading Change. 2012; Boston: Harvard Business Press.

Chapter 4: Causes and Drivers of Burnout

1. Osler W. Aequanimitus. 1904; Philadelphia: HK Lewis Publishers.

2. Mayer T. Burnout in emergency departments: diagnosis, prevention, and treatment. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

3. Dzau VJ, Kirch D, Nasca T. Preventing a parallel pandemic—a national strategy to protect clinicians’ well-being. N Engl J Med 2020; 383: 513–515. doi: 10.1056/NEJMp2011027. Accessed October 17, 2020.

4. National Academies of Sciences, Engineering, and Medicine. Taking Action against Clinical Burnout: A Systems Approach to Professional Well-Being. 2019; Washington, DC: National Academies Press.

5. Shanafelt TD, Noseworthy JH. Executive leadership and physician well-being: nine organizational strategies to promote engagement and reduce burnout. Mayo Clin Proc 2017; 2: 129–146.

6. Mayer T. Getting back to the job you love: reconnecting with passion to battle burnout. Healthcare Executive. March–April 2020: 40–43.

7. Mayer T. Learning to love the job you have, while creating the job you love: the James Mills, Jr. MD Memorial Lecture. Presented to the American College of Emergency Physicians Scientific Assembly, 2016, Las Vegas.

8. Mayer T, Cates R. Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients. 2nd ed. 2014; Chicago: Health Administration Press.

9. Shanafelt TD, Hasan O, Dyrbye LN, et al. Changes in burnout and satisfaction with work-life balance in physicians and the general US working population between 2011 and 2014. Mayo Clin Proc 2015; 90: 1600–1613.

10. Mayer T. The critical role of the medical director. 2021, presented to the American College of Emergency Physicians Emergency Department Directors Academy, February 2, 2021, Dallas.

11. Shanafelt T, Trockel M, Ripp J, et al. Building a program on well-being: key design considerations to meet the unique needs of each organization. Acad Med 2019; 94: 156–161.

12. Hartzband P, Groopman J. Physician burnout, interrupted. N Engl J Med 2020; 382: 2485–2487. doi: 10.1056/NEJMp2003149. Accessed September 7, 2020.

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17. Dyrbye LN, West CP, Satele D, et al. Burnout among US medical students, residents, and early career physicians relative to the general US population. Acad Med 2014; 89: 443–451.

18. Dyrbye LN, Shanafelt TD, Sinsky CA, et al. Burnout among health care professionals: a call to explore and address this underrecognized threat to safe, high-quality care. NAM Perspectives 2017. Discussion paper, National Academy of Medicine, Washington, DC. doi: 10.31478/201707b. Accessed September 11, 2020.

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28. Rao SK, Kimball AB, Lehrhoff SR, et al. The impact of administrative burden on academic physicians: results of a hospital-wide physician survey. Acad Med 2017; 92: 237–243.

29. Anandarajah AP, Quill TE, Privitera MR. Adopting the quadruple aim: the University of Rochester experience: moving from physician burnout to resilience. Am J Med 2018; 131: 979–986.

30. Clay H. Quoted in: Unger HG. Henry Clay: America’s Greatest Statesman. 2015; New York: Da Capo Press.

31. Shakespeare W. The Life of Henry V. 1995; New York: Washington Square Press.

32. Dudley JC. Advancing faculty wellbeing: targeted efforts to improve professional fulfillment and reduce burnout. Presented to the Brigham and Women’s Hospital Medical Staff Executive Committee, October 4, 2019.

33. Mayer T, Jensen K. Hardwiring Flow: Systems and Processes for Seamless Patient Care. 2009; Gulf Breeze, FL: Fire Starter Press.

34. Mayer T, Jensen K. The patient flow advantage: how hardwiring hospital-wide flow drives competitive advantage. Presented at the American College of Healthcare Executives Congress, 2017, Chicago.

35. Argyris C. Knowledge for Action: A Guide for Overcoming Barriers to Organizational Change. 1993; San Francisco: Jossey-Bass.

36. Griffin BJ, Purcell N, Buskin K, et al. Moral injury: an integrated review. J Trauma Stress 2019; 32: 350–362.

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Chapter 5: The Calculus of Burnout and Leadership

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Chapter 6: A Model for Change and Mutual Accountability

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7. Emerson R. Letters and Social Aims. 2019; New York: Wentworth Press.

8. Mayer T, Jensen K. Hardwiring Flow: Systems and Processes for Seamless Patient Care. 2009; Gulf Breeze, FL: Fire Starter Press.

9. Badenowski R. Quoted in: Mayer T, Strauss RW. Defining patient experience: getting the “why” before the “how.” In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

10. Cochrane A. Effectiveness and Efficiency: Random Reflections on Health Service. 1999; London: Royal Society of Medicine Press.

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Chapter 7: Meaningfully Measuring Burnout

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5. Mayer T. Burnout, resilience, and engagement: learning to love the job you have, while creating the job you love. Presented at the American College of Healthcare Executives Congress, March 19, 2019.

6. Mayer T. Learning to love the job you have, while creating the job you love: the James Mills, Jr. MD Memorial Lecture. Presented to the American College of Emergency Physicians Scientific Assembly, 2016, Las Vegas.

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16. Rhoads H. Personal conversation with the author, May 8, 2019.

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20. Mayer T. Developing leadership and communication skills. Presented to the American College of Emergency Physicians Emergency Department Directors Academy, Dallas, November 30, 2020.

21. Kotter J. Leading Change. 2012; Boston: Harvard Business Review Press.

22. Mayer T. Leadership in times of crisis: lessons from the NFL COVID crisis. Presented at “What’s Right in HealthCare,” Studer/Huron conference, August 28, 2020.

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31. Dyrbye LN, West CP, Shanafelt TD. Defining burnout as dichotomous variable. J Gen Intern Med 2009; 24: 440.

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35. Dyrbye LN, Satele D, Sloan J, Shanafelt T. Utility of a brief screening tool to identify physicians in distress. J Gen Intern Med 2013; 28 (3): 421–427.

36. Trockel M, Bohman B, Lesure E., et al. A brief instrument to assess both burnout and professional fulfillment in physicians: reliability and validity, including correlation with self-reported medical errors, in a sample of resident and practicing physicians. Acad Psychiatry 2018; 42: 11–24. doi: 10.1007/s40596-017-0849-3. Accessed September 11, 2020.

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Chapter 8: Sustaining Personal Passion and Resilience

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4. Singer M. The Untethered Soul: The Journey beyond Yourself. 2009; Oakland, CA: New Harbinger.

5. Maslach C, Leiter MP. Understanding the burnout experience: recent research and its implications for psychiatry. World Psychiatry 2016; 15 (2): 103–111.

6. Mayer T, Cates R. Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients. 2nd ed. 2014; Chicago: Health Administration Press.

7. Waldinger R. Personal communication to the author, September 12, 2019.

8. Waldinger R. What makes a good life: lessons from the longest study on happiness. Presented to TedX Beacon Street, Boston, November 2015. https://www.ted.com/talks/robert_waldinger_what_makes_a_good_life_lessons_from_the_longest_study_on_happiness/discussion. Accessed September 21, 2020.

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19. Mayer T. The 5 habits of highly effective emergency physicians. Presented at American College of Emergency Physicians 2020 Unconventional, October 28, 2020, Dallas.

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Chapter 9: Organizational Solutions for Improving Culture

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10. Mayer T, Jensen K. Hardwiring Flow: Systems and Processes for Seamless Patient Care. 2009; Gulf Breeze, FL: Fire Starter Press.

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45. Clay H. Quoted in: Unger HG. Henry Clay: America’s Greatest Statesman. 2015; Boston: Perseus.

46. Dudley JC. Personal conversation with the author, September 1, 2020.

47. Battle C. Inova’s mission, vision, and values. Inova website. N.d. https://www.inova.org/our-services/nursing-inova-fairfax-medical-campus. Accessed September 1, 2020.

48. Berry LL, Seltman K. Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations. 2008; New York: McGraw-Hill.

49. Kishore S, Ripp J, Shanafelt T, et al. Making the case for the chief wellness officer in America’s health systems: a call to action. Health Affairs Blog. October 26, 2018. doi: 10.1377/hblog20181025.308059. Accessed September 1, 2020.

50. Chief Wellness Officer Course. Stanford WellMD website. N.d. https://wellmd.stanford.edu/center1/cwocourse.html. Accessed April 10, 2020.

51. Jha AK, Iliff AR, Chaoui AA, Defossez S, Bombaugh MC, Miller YR. A Crisis in Health Care: A Call to Action on Physician Burnout. 2019; Waltham, MA: Massachusetts Medical Society. http://www.massmed.org/news-and-publications/mms-news-releases/physician-burnout-report-2018. Accessed September 1, 2020.

52. Shanafelt T, Sinsky C. The business case for investing in physician well-being. JAMA Intern Med 2017; 177: 1826–1832.

53. Halbeselan JR, Wakefield B, Wakefield DS, Cooper LB. Nursing burnout and patient safety outcomes: nurse safety perception versus reported behavior. West J Nurs Res 2008; 30 (5): 560–577.

54. Cappelucci K, Zindel M, Knight HC, Busis N, Alexander C. Clinician well-being at the Ohio State University: a case study. NAM Perspectives 2019. Discussion paper, National Academy of Medicine, Washington, DC. doi: 10.31478/201908b.

55. Shanafelt TD, Noseworthy JH. Executive leadership and physician well-being: nine organizational strategies to promote engagement and reduce burnout. Mayo Clin Proceed 2017; 92: 129–146.

Chapter 10: Hardwiring Flow and Fulfillment

1. Aristotle. Nicomachean Ethics. 2019; New York: SDE Classics.

2. Mayer T, Jensen K. Hardwiring Flow: Systems and Processes for Seamless Patient Care. 2009; Gulf Stream, FL: Fire Starter Press.

3. Csikszentmihalyi M. Quoted in: Mayer T, Jensen K. Hardwiring Flow: Systems and Processes for Seamless Patient Care. 2009; Gulf Breeze, FL: Fire Starter Press.

4. Singer M. The Surrender Experiment: My Journey into Life’s Perfection. 2015; New York: Harmony Books.

5. Brach T. Radical Compassion. 2019; New York: Penguin.

6. Junger S. Tribe. 2016; New York: Hachette Books.

7. Dzau V, Kirch D, Nasca T. Preventing a parallel epidemic: a national strategy to protect clinicians’ well-being. N Eng J Med 2020; 383: 513–515. doi: 10.1056/NEJMp2011027. Accessed September 7, 2020.

8. Hartzband P, Groopman J. Physician burnout, interrupted. N Engl J Med 2020; 382: 2485–2487. doi: 10.1056/NEJMp2003149. Accessed September 7, 2020.

9. Maslach C, Leiter MP. Understanding the burnout experience: recent research and its implications for psychiatry. World Psychiatry 2016; 15 (2): 103–111.

10. Mayer T. Burnout, resilience, and engagement: learning to love the job you have, while creating the job you love. Presented at the American College of Healthcare Executives Congress, April 14, 2019, Chicago.

11. Csikszentmihalyi M. Creativity: Flow and the Psychology of Discovery. 1996; New York: Harper and Row.

12. Graban M. Lean Hospitals: Improving Quality, Patient Safety, and Employee Engagement. 3rd ed. 2016; New York: CRC Press.

13. Mayer T. Quality improvement and peer review. Presented at the American College of Emergency Physicians Emergency Department Directors Academy, February 5, 2020, Dallas.

14. Jung C. Man and His Symbols. 1964; New York: Random House.

15. Mayer T. Front-loading flow. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

16. Jensen K, Mayer T. The Patient Flow Advantage: How Hardwiring Flow Drives Competitive Performance. 2015; Gulf Breeze, FL: Fire Starter Press.

17. Mayer T. Leadership: medical director. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

18. Alexander WC, Geiger C. Scribes. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

19. Shultz CG, Holmstrom HL. The use of medical scribes in healthcare settings: a systematic review and future directions. Journ Am Board of Fam Med 2015; 28: 371–381. doi: 10.3122/jabfm.2015.03.140224. Accessed September 1, 2020.

20. McNeilly L. Why we need to practice at the top of the license. ASHA Wire. February 1, 2018. https://leader.pubs.asha.org/doi/10.1044/leader.fmp.23022018.10. Accessed April 7, 2020.

21. Moawad H. Practicing at the top of your license. HCP Live. May 3, 2017. https://www.mdmag.com/physicians-money-digest/contributor/heidi-moawad-md/2017/05/practicing-at-the-top-of-your-license. Accessed April 7, 2020.

22. DePree M. Leadership Is an Art. 2004; New York: Doubleday.

23. Bush GHW. All the Best: My Life in Letters and Other Writings. 2013; New York: Scribner.

24. Brown B. Daring to Lead: Brave Work, Tough Conversations, Whole Hearts. 2018; New York: Penguin Random House.

25. Mayer T. Rewarding the champions, corralling the stragglers. In: Strauss RW, Mayer TA., eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

26. Studer Q. Hardwiring Excellence: Purpose, Worthwhile Work, Making a Difference. 2003: Gulf Breeze, FL: Fire Starter Press.

27. Mayer TA, Strauss RW, Tavernero T, et al. The discipline of teams and teamwork. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

28. Osler W. A Way of Life and Other Essays. 2001; Durham, NC: Duke University Press.

29. Senge P. The Fifth Discipline: The Art and Practice of the Learning Organization. 1990; New York: Currency/Doubleday.

30. Peters TJ, Waterman RH. In Search of Excellence: Lessons from America’s Best-Run Companies. 2009; New York: Harper Business.

31. Peters TJ. The Excellence Dividend: Meeting the Tech Tide with Work That Wows and Jobs That Last. 2018; New York: Vintage Books.

32. Mayer T, Cates R. Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients. 2016; Chicago: Health Administration Press.

33. Ensor P. The functional silo syndrome. Target, Spring 1988. http://www.ame.org/sites/default/files/target_articles/88q1a3.pdf. Accessed April 7, 2020.

34. Maister D. The psychology of waiting lines. 1985. https://davidmaister.com/articles/the-psychology-of-waiting-lines. Accessed September 1, 2020.

35. Barry MJ, Edgman-Levitan S. Shared decision making—the pinnacle of patient-centered care. N Engl J Med 2012; 366 (9): 780–781.

Chapter 11: Burnout and the Electronic Health Record

1. Gawande A. Why doctors hate their computers. New Yorker. November 5, 2018. http://www.newyorker.com/magazine/2018/11/12/why-doctors-hate-their-computers. Accessed April 20, 2020.

2. Wachter R, Goldsmith J. To combat physician burnout and improve care, fix the electronic health record. Harvard Business Review. March 2018. http://hbr.org/2018/03/to-combat-physician-burnout-and-improve-care-fix-the-electronic-health-record. Accessed April 18, 2020.

3. Jha AK, Iliff AR, Chaoui AA, Defossez S, Bombaugh MC, Miller YR. A Crisis in Health Care: A Call to Action on Physician Burnout. 2019; Waltham, MA: Massachusetts Medical Society. http://www.massmed.org/news-and-publications/mms-news-releases/physician-burnout-report-2018. Accessed September 1, 2020.

4. Ambrose S. Personal conversation with the author, June 6, 2000.

5. Gold M, McLaughlin C. Assessing HITECH implementation and lessons: 5 years later. Milbank Q 2016; 94 (3): 654–687.

6. Kellerman AL, Jones SS. What it will take to achieve the as-yet unfulfilled promises of health information technology. Health Aff 2013; 32 (1): 63–68.

7. Taylor T. Personal communication to the author, April 15, 2020.

8. Ellsworth MA, Dziadzko M, O’Horo JC, Farrell AM, Zhang J, Herasevich V. An appraisal of published usability evaluations of electronic health records via systematic review. J Am Med Inform Assoc 2017; 24 (1): 218–226.

9. Khairat SG, Coleman GC, Russomagno S, Gotz D. Assessing the status quo of EHR accessibility, usability, and knowledge dissemination. EGEMS (Washington, DC) 2018; 6 (1): 9.

10. Ratwani RM, Savage E, Will A, et al. Identifying electronic health record usability and safety challenges in pediatric settings. Health Aff (Millwood) 2018; 37 (11): 1752–1759.

11. Roman LC, Ancker JS, Johnson SB, Senathirajah Y. Navigation in the electronic health record: a review of the safety and usability literature. J Biomed Inform 2017; 67: 69–79.

12. Sadoughi S. Quoted in: Gawande A. Why doctors hate their computers. New Yorker. November 5, 2018. http://www.newyorker.com/magazine/2018/11/12/why-dcotors-hate-their-computers. Accessed April 20, 2020.

13. Ratwani R, Reider MJ, Singh H. A decade of health information technology usability challenges and the path forward. JAMA 2019; 321 (8): 743–744.

14. Mayer T, Cates R. Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients. 2nd ed. 2014; Chicago: Health Administration Press.

15. Committee on Systems Approaches to Improve Patient Care by Supporting Clinician Well-Being. Health information technology. In: National Academy of Sciences, Engineering, and Medicine. Taking Action against Clinician Burnout: A Systems Approach to Professional Well-Being. 2019; Washington, DC: National Academies Press. doi: 10.17226/25521.

16. Friedberg MW, Chen PG, van Busum KR, et al. Factors Affecting Physician Professional Satisfaction and Their Implications for Patient Care. 2013; Santa Monica, CA: RAND Corporation.

17. Gardner R, Cooper E, Haskell J, et al. Physician stress and burnout: the impact of health information technology. J Am Med Inform Assoc 2018; 26 (2): 106–114.

18. Merton RK. The unanticipated consequences of purposive social action. Am Sociol Rev 1936; 1: 894–904.

19. Sinsky CA, Willard-Grace R, Schutzbank AM, Sinsky TA, Margolius D, Bodenheimer T. In search of joy in practice: a report of 23 high-functioning primary care practices. Ann Fam Med 2013; 11 (3): 278–278.

20. Hill RG, Sears LM, Melanson SW. 4000 clicks: a productivity analysis of electronic medical records in a community hospital emergency department. Am J Emerg Med 2013; 31: 1591–1594.

21. Sinsky C, Colligan L, Li L, et al. Allocation of physician time in ambulatory practice: a time and motion study in 4 specialties. Ann Intern Med 2016; 165: 753–760.

22. Tipping MA, Forth VE, O’Leary KJ, et al. Where did the day go?—A time-motion study of hospitalists. J Hosp Med 2010; 5 (6): 323–328.

23. Tan M, Lipman S, Lee H, et al. Impact of the electronic medical record on nurse’s time allocation during Cesarean delivery. Obstet Gynecol 2016; 127: 154S–159S.

24. Baron RJ. What’s keeping us so busy in primary care? N Engl J Med 2010; 362: 1632–1636.

25. Shanafelt TD, Dyrbye LN, Sinsky C, et al. Relationship between clerical burden and characteristics of the electronic environment with physician burnout and professional satisfaction. Mayo Clin Proc 2016; 91: 836–848.

26. Shanafelt TD, Hasan O, Dyrbye LN, et al. Changes in burnout and satisfaction with work-life balance in physicians and the general US working population between 2011 and 2014. Mayo Clin Proc 2015; 90: 1600–1613.

27. Sinsky C. Date night with the computer. NEJM Catalyst 2017. https://catalyst.nejm.org/doi/full/10.1056/CAT.17.0304. Accessed September 11, 2020.

28. Mayer T. Leadership, management, and motivation. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

29. Mayer T. Burnout, rustout, and resilience: learning to love the job you have, while creating the job you love. Presented at the American College of Healthcare Executives Congress, March 18, 2019.

30. Sinsky CA, Beasley JW, Simmons GE, Baron RJ. Electronic health records: design, implementation, and policy for higher-value primary care. Ann Intern Med 2014; 160: 727–729.

31. Shipman SA, Sinsky CA. Expanding primary care capacity by reducing waste and improving the efficiency of care. Health Aff (Millwood) 2013; 32: 1990–1997.

32. Emont S. Measuring the Impact of Patient Portals: What the Literature Tells Us. 2011; Oakland: California Healthcare Foundation. https://www.chcf.org/wp-content/uploads/2017/12/PDF-MeasuringImpactPatientPortals.pdf. Accessed April 19, 2020.

33. Tate C, Warburton P. US Hospital EMR Market Share 2019: Significant Movement in Every Market Sector. April 2019; Orem, UT: KLAS.

34. Taylor TB, McClay JC. Electronic health records. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

35. Goss F, Meteer M, Bates D. NLP to improve accuracy and quality of dictated medical documents. Brigham and Women’s Hospital, AHRQ-funded research, 2019. https://digital.ahrq.gov/ahrq-funded-projects/nlp-improve-accuracy-and-quality-dictated-medical-documents. Accessed November 24, 2020.

36. Berwick DM. Era 3 for medicine and health care. JAMA 2016; 315 (13): 1329–1330.

37. Adams J. Personal communication to the author, April 10, 2020.

38. Jiang F, Jiang Y, Zhi H, et al. Artificial intelligence in healthcare: past, present, and future. Stroke Vasc Neurol 2017; 2: e000101. doi: 10.1136/svn-2017-000101.

39. Woody SK, Burdick D, Lapp H, Huang ES. Application program interfaces for knowledge transfer and generation in the life sciences and healthcare. NPJ Digit Med 2020; 24: 1–5. doi: 10.1038/s41746-020-0235-5. Accessed September 11, 2020.

40. Campbell R. The five rights of clinical decision support: CDS tools helpful for meeting meaningful use. Journal of AHIMA 2013; 84 (10): 42–47. Web version updated February 2016. http://library.ahima.org/doc?oid=300027#.X10oV2hKjZs. Accessed September 11, 2020.

Part Three: Other Voices

1. Block P. The Answer to How Is Yes: Acting on What Matters. 2003; San Francisco: Berrett-Koehler.

Chapter 16: Wellstar Health System

1. Maunder RG. The experience of the 2003 SARS outbreak as a traumatic stress among frontline healthcare workers in Toronto: lessons learned. Philos Trans R Soc Lond B Biol Soc 2004; 359 (1447): 1117–1125.

2. Maunder RG, Lancee WJ, Balderson KE, et al. Long-term psychological and occupational effects of providing hospital healthcare during SARS outbreak. Emerg Infect Dis 2006; 12 (12): 1924–1932.

3. Lai J, Ma S, Wang Y, et al. Factors associated with mental health outcomes among health care workers exposed to coronavirus disease 2019. JAMA Netw Open 2020; 3 (3): e203976. doi: 10.1001/jamanetworkopen.2020.3976.

4. Engel GL. The clinical application of the biopsychosocial model. J Med Philos 1981; 6: 101–123.

Part Four: Tools for Battling Healthcare Burnout

1. Churchill W. Give us the tools and we will finish the job. BBC Radio broadcast, February 8, 1941.

2. Larson E. The Splendid and the Vile: A Saga of Churchill, Family, and Defiance during the Blitz. 2020; New York: Crown.

3. Mayer T. Leadership, management, and motivation. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

4. Sanford K, Moore D. Dyad Leadership: When One Plus One Is Greater than Two. 2015; Philadelphia: Wolters Kluwer.

5. Jones S. Personal communication with the author, October 17, 2020.

6. Mayer T, Narang S, Strauss R, et al. The emergency department-hospital leadership partnership: the view from the “C-Suite.” In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas, American College of Emergency Physicians Press.

7. Brown B. Daring to Lead: Brave Work, Tough Conversations, Whole Hearts. 2018; New York: Penguin Random House.

8. Mayer T. Rewarding the champions, corralling the stragglers. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

9. Nietzsche F. Beyond Good and Evil. 2008; New York: SoHo.

10. Sinek S. Start with Why: How Great Leaders Inspire Everyone to Take Action. 2009; New York: Penguin Group.

11. Narang S. Personal communication with the author, October 17, 2020.

Chapter 17: Tools for Personal Passion and Adaptive Capacity

1. Shanafelt TD, Dyrbye LN, West CP. Addressing physician burnout: the way forward. JAMA 2017; 317 (9): 901–902. doi: 10.1001/jama.2017.0076.

2. Mayer T, Cates R. Leadership for Great Customer Service: Satisfied Employees, Satisfied Customers. 2nd ed. 2014; Chicago: Health Administration Press.

3. Stokes C. Personal communication with the author, October 18, 2020.

4. Mayer T. Rewarding the champions, corralling the stragglers. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

5. Carver GW. Quoted in Federer WJ. George Washington Carver: His Life and Faith in His Own Words. 2002; St. Louis: Amerisearch Publishers.

6. Aurelius M. Meditations. 1997; Garden City, NY: Dover.

Chapter 18: Tools for Changing Culture

1. Mayer T, Cates R. Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients. 2nd ed. 2014; Chicago: Health Administration Press.

2. Mayer T. Leadership, management, and motivation. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

3. Mayer T. Rewarding the champions, corralling the stragglers. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

Chapter 19: Tools for Hardwiring Flow and Fulfillment

1. Mayer T, Jensen K. Hardwiring Flow: Systems and Processes for Seamless Patient Care. 2009; Gulf Breeze, FL: Fire Starter Press.

2. Mayer T, Narang S, Strauss R, et al. The emergency department-hospital leadership partnership: the view from the “C-Suite.” In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

3. Mayer T, Cates R. Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients. 2nd ed. 2014; Chicago: Health Administration Press.

Conclusion: Reconnecting Passion to Purpose

1. Mayer T, Cates R. Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients. 2nd ed. 2014; Chicago: Health Administration Press.

2. Block P. The Answer to How Is Yes: Acting on What Matters. 2003; San Francisco: Berrett-Koehler.

3. Covey SR. 7 Habits of Highly Effective People: Powerful Lessons in Personal Change. 2004; New York: Free Press.

4. Yeats WB. Essays and Introductions. 1961; New York: Macmillan.

5. Roosevelt T. The Man in the Arena: Selected Writings of Theodore Roosevelt. 2003; New York: Tom Dougherty Associates.

6. Kuhn T. The Structure of Scientific Revolutions. 50th anniversary ed. 2012; Chicago: University of Chicago Press.

7. Bohr N. Quoted in: Dyson FJ. Innovations in physics. Scientific American 1958; 199: 74–99.

8. Hartzband P, Groopman J. Physician burnout, interrupted. N Engl J Med 2020; 382: 2485–2487. doi: 10.1056/NEJMp2003149. Accessed September 7, 2020.

9. Mayer T. Leadership in times of crisis. In: Strauss RW, Mayer TA, eds. Strauss and Mayer’s Emergency Department Management. 2nd ed. 2021; Dallas: American College of Emergency Physicians Press.

10. Stanos SP. “Do no harm, do some good”: a call for members to attend the upcoming annual AAPM meeting in Vancouver, BC. Pain Med 2018; 19: 221–222.

11. Camus A. The Myth of Sisyphus. 2018; New York: Vintage Books.

12. Eiseley L. The Star Thrower. 1979; New York: Harvest Books.