Brigham and Women's Hospital call team of doctors to improve the flow of patients from the emergency department to the intensive care unit (ICU). One team member, Selwyn Rogers, director of the surgical intensive care unit (SICU) at Brigham and Women's Hospital, faced two workarounds doctors are trying to convey to their patients SICU, because other ICUs were full. Reflecting on the effort and the confusion caused by the work-arounds, Rogers sent a letter outlining the situation in the team. His letter has caused a backlash, and the chain of defensive letters from the staff members, who say the critics. "Hide
by Anita Tucker, Jillian A. Berry Source: Harvard Business School 22 pages. Publication Date: June 13, 2008. Prod. #: 608171-PDF-ENG
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