Robby, a dedicated ER doctor, is confronted by Gloria, a hospital administrator, regarding low patient satisfaction scores. The argument escalates into a heated debate over hospital ethics, understaffing, and the systemic practice of 'boarding' patients in the ER to save money. Robby threatens to go to the press, leading Gloria to issue a veiled threat against his career.
DANA: We’ve got a puncture wound in pedes, you need to see.
ROBBY: Give it to McKay.
DANA: I did.
ROBBY: Is it bleeding? Infected?
DANA: Just trust me.
GLORIA: We need to talk about your numbers.
ROBBY: Of people we’ve saved?
GLORIA: Metrics. Our goal is thirty six percent very satisfied with their
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