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The Moment You Can't Ignore by Barry Dornfeld, Malachi O'Connor

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Chapter 1

A Case of Conflicting Authority

When I arrived at University Hospital at 7:52 am that wintry morning, everything looked normal. Nothing about the place suggested that it was on the brink of becoming dysfunctional, as Andrea Crowley had remarked when she called me the night before. But then organizations that are coming apart at the seams don’t necessarily show it. And what organizations aren’t coming apart at the seams these days, I thought.

Andrea Crowley was the chief nursing officer at UH, the person responsible for the nursing staff and nursing support personnel, as well as their training and performance. She had called me just after 11:00 pm the evening before to say there had been an “incident” at the hospital just two days earlier. ...

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