¹professor, The University of Tampa, Florida;

²president and CEO, Exempla Healthcare, Denver, Colorado;

³network operations analyst, Cigna HealthCare

The authors have used actual experiences as a point of departure for developing hypothetical cases that might take place in a variety of healthcare organizations. The events do not depict specific individuals or organizations.

To view the authors' solution to this case and previous cases run in “From the Field,” visit www.ache.org/pubs/jhm.html.