With the computer system still down and staff struggling, Daniel goes on the PR offensive. Elsewhere, Emma needs Jimmi's help to counsel a distraught houseguest.
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I think we are all in agreement that today is going to be a very
There is still a huge backlog from yesterday
and no sign of Dr Haskey resolving the problem.
Al is pretty sure that he knows what he's doing.
Surely it's only a matter of time.
He knows the system like the back of his hand.
COMPUTER BEEPS REPEATEDLY
All the same,
I wonder if we should consider getting some expert assistance.
Just to give Dr Haskey some extra support.
We all know what happened last time we tried that.
Al really is our best bet.
What concerns me is what this looks like to the outside world.
-Are we taking it seriously enough?
-I agree it needs handling.
And I'm more than happy to put out an official statement,
be the face of The Mill.
-We're not launching some fragrance.
-Be a spokesperson, then. Jim?
Be my guest.
Do you have any thoughts you would like to share with us, Mr Galadima?
Well, only that in my experience,
honesty and transparency are key to good crisis management.
Especially where people are involved.
-This isn't the recall of some dodgy yoghurt.
I mean, do you want
the Patient Participation Group involved?
-No. Not if we can help it.
-Well, it's up to you.
I mean, we've got our handover this morning, but after,
if you'd like to run anything by me,
-I'd be happy to help you draft a press release.
-Won't be necessary.
This is probably something best left for a partner to handle.
We're supposed to be papering a living room on the Alfreston Road.
-Why are we stopping here?
-I'm staging an intervention.
-Getting you to see a doctor.
You're sweating cobs.
You've been mainlining painkillers for days.
-I'll be fine. It's nothing.
-No, if you picked something up
from that lass in Cardiff,
it's not going to clear up on its own, is it?
Don't be embarrassed, mate. Happens to the best of us.
But you need to get it sorted.
Sooner rather than later.
We've got Jamo's stag do in a fortnight
and I need you match fit for that.
-What about Alfreston Road?
-I've told her we're running late.
I've got to go to the builders' merchant and pick up some white emulsion.
If you need me to pick you up on the way back, just gimme a shout.
Otherwise, I'll see you down there. All right?
Mr McKenzie? Would you like me to call you a cab?
You will give me a shout if you need help with your bags, won't you?
Is everything all right in there?
Dr Clay recommended a special cream for Orlando, but I've run out.
Surely if he's unavailable, you can check what it was on the computer.
Ah, now we're having a slight technical hitch today.
But maybe one of the other doctors could help you.
Will they know what Dr Clay recommended?
Yeah, good point.
If you'd like to take a seat, madam,
I will try and see what we can do for you.
I am so sorry for the wait. Could I just take a name?
-Most people call me BB.
LOCK RATTLES, HE WHISPERS
Bruce, is everything all...all right?
Oh, well, you've got a cheek.
Showing your face in here.
Rubbing my nose in it.
Bruce, is everything all right?
Have I... Have I done something to upset you?
Sorry, I thought you were someone else.
You've got her eyes.
The same hair.
For a moment, just a moment, I thought...
I tell you what - why don't we let some light in?
-And then things might look a little different.
OK, all right.
We'll just leave things as they are.
Bruce, can I get you something? A cup of tea maybe?
And then you can tell me what the matter is.
-You even sound like her.
I'm not Lorraine.
I'm Emma. Remember?
I'm trying to forget it all.
-And you just keep bringing it back, bringing it back.
You stay here for a second, then I'll be back in a minute.
WHISPERS: If you forgave me, you forgave me...
Jimmi, hi? Are you busy?
It's just that I think I might need your help.
It's taken me all night just trying to work out what the problem is.
It's like trying to find a needle in a stack
of very similar-looking needles.
So some peace and quiet while I focus wouldn't go amiss.
Yeah, sure, I'll make sure everyone gives you space.
So, I mean, what happens when you find the virus, what,
-you just delete it?
It just gives me a better idea of what I'm looking at here.
Whichever file has been infected will have the entirety of its
hash table changed, so it's going to be virtually unrecognisable.
-Of course none of this would happen
if we actually spent some money on some data encryption.
Or an actual disaster-recovery policy.
I'll speak to Mrs Tembe, I'll get her to do a cost benefit analysis.
So, tell me about these hash tags...?
I don't know what you think I'm doing here.
It's not like the system's running a bit slow,
so we need to delete a few apps.
If the infrastructure has been affected -
and there is a good chance it is - the coding required to
reverse-engineer a solution is... It's mind boggling, Daniel.
I wondered if you might have a quick word with Mrs Bostock
about some medication for her child Orlando.
And is Orlando with her?
No, he's at bilingual baby yoga.
-Presumably under strict supervision.
-Can you dig out his paper records?
No, I can't, actually, because by the time he came along,
we were totally digital.
I can't possibly be expected to prescribe for a patient I've
-But you don't have to prescribe for him, it's just...
Mr Harris? Thank you so much for your patience.
You're up next with Dr Vere.
Is Dr Vere a man or a woman?
Oh, very definitely a man.
-Well, he was last time I looked, anyway.
OK. And you say you had unprotected sex.
-When exactly was that?
Would you mind giving me a urine sample?
Just so we can run a few quick tests, see exactly what's going on.
Maybe have a glass of water?
Might make things a bit easier.
If you are looking for the facilities,
they are just through there on the right.
That was Karen on the phone.
Apparently, you need to switch on Letherbridge FM.
I really do not have time for that!
It's Dr Granger, on the Callum Frinton Show.
-You might want to hear it. Sounds important.
RUNNING WATER, HE SIGHS
Well, I mean, taking the helicopter view,
this is a local issue which will soon be fully contained.
Well, why didn't he issue a press release like you suggested?
It's all about reach, and Callum Frinton has a huge fan base.
How come St Phil's has cut off all digital contact with you?
Seems very provocative.
While it's true that St Phil's have taken stringent measures
to protect its own infrastructure,
it remains one of those short-term glitches,
which happen from time to time in this day and age.
-Come on, bring it back to the patient.
Look, while you are right to ask about the effects that it may have,
I would remind your listeners of our exemplary record
I mean, we've met every one of our performance targets during
the year, while still managing to remain within our agreed budget.
OK, message received, now tell the patients
they have nothing to worry about.
-Is this crisis all down to government cut-backs?
Do not mention the cut-backs. Nobody wants to hear about cut-backs.
No. Absolutely not.
Look, there have been efficiencies, yeah.
But they have been about reducing wastage
with no effect on the end user.
But, please, let me be absolutely clear, this is not a crisis,
this is merely a blip.
We have plenty of bandwidth
and everything will be fully operational again, very soon.
-Can we take that as a personal guarantee? LAUGHS:
Obviously, as a doctor, my expertise, first and foremost,
is of a purely clinical nature.
Stop going on about yourself!
Unfortunately, this is a subject
Dr Granger is very comfortable talking about.
But I am confident the practice has an IT specialist in place
who is fully capable of re-establishing
an appropriate infrastructure going forward.
-Look, I should get in there and stop this.
Barging in will only make it worse.
If there's any whiff of management not being on the same page,
the media will be all over it.
Perhaps you are right.
We are on top of the situation and we will be cascading information
to all the relevant parties as soon as it becomes available.
All right, can this get any worse?!
Looks like it can.
-What, are we trending?
Have you seen Mr Harris? He's been a while. No?
Mrs Bostock? I've got some good news.
I have done a bit of detective work.
I've always fancied myself as a bit of Hercule Poirot,
without the moustache, obviously.
Anyway, I called your local pharmacist.
And fortunately, she knows you well!
And she remembers the emollient that you bought last time.
Apparently, it is the market leader
and it is available off the shelf.
I do hope that Orlando's rash clears up soon.
He doesn't have a rash.
I just like to keep some handy, in case he gets one.
Valerie, he's collapsed. Call an ambulance, please.
Hi, thanks for coming.
Right, I've tried talking to him,
but apparently I remind him too much of somebody called Lorraine.
And not in a good way.
He can't stand being alone in a room with me.
-You thought, what, cos I was a bloke...?
But, you know, because of all the training that you're having...
I think he's in some kind of crisis.
His name's Bruce, he's upstairs.
Can you see what you can do?
-Yeah, yeah, it's fine. I've got it covered. Thank you.
Excuse me, would you mind giving my patient some privacy, please?
-Dr Granger! A word, if you don't mind.
-I'm busy with a patient.
If you need an appointment, speak to Valerie.
No, I'm afraid it's chocka today.
If you take a seat, we'll see what we can do.
No, no, no, no. Staff only.
Nonsense. I'm here in a professional capacity.
Hello, The Mill.
BB? What's going on?
-Sorry, I can't disclose...
-We're mates. We work together.
We're supposed to be starting a job this morning. Woman's going mad.
Right. Well, we're taking him to St Phil's to run some tests,
he probably won't make it to work today.
-How well do you know him?
-Best mates, aren't we?
He's a top lad.
-Does he have any health conditions?
-Not since I've known him.
Apparently, he was in and out of hospital as a kid.
-Do you know why?
-Before my time.
He used to wear one of them band things.
Till the lads started calling it a bracelet.
-Do you know what that was for?
-Haven't the foggiest.
Well, is there someone else who might know?
HE BREATHES ERRATICALLY I know... I can't...
OK, OK. No, OK, all right. Let's try this, I want you to take...
-Just please go.
-..a few deep breaths for me, OK?
I'll try and help you relax, then we'll see if we can have a chat.
So, you're going to breathe in, for four counts.
And then, blow it out for four counts.
Out for four.
That's good. And again.
Slowly out for four.
Just one more time.
Then out for four.
Good, that's really good.
What brought you to Letherbridge?
I shouldn't have to hear about this from some shock jock.
I thought it was the quickest way to get the message out there.
Without consulting the Patient Participation Group?
We have a right to know that our personal data
is being stored securely
and no-one's health is being put at risk by a computer malfunction!
Well, I wouldn't go that far.
-I suggest that you haven't gone far enough.
Too busy with your media appearances where you came across
as a pompous ass with his head in the sand.
You've completely ignored the welfare of your patients!
Yes, patients, Dr Granger,
not "end users".
Is there an IT expert on the case?
Crack team in operation, as we speak.
I see a smokescreen and I smell a rat.
And if I can, the patients can too.
They are not stupid.
And once you lose the faith of your patients,
no amount of your sweet-talking is ever going to win them back.
Tad melodramatic, don't you think?
I am simply putting the patients first.
One of us has to!
That was so masterful!
Valerie, I need you to track down some paper records for me.
If I had a pound for every time someone had asked me that,
I would be...
..about 50 quid better off.
They're for BB Harris, OK? I'm going to go to St Phil's.
There's a chance they might have treated him before.
So they might have something on their system. It is important.
-So can you please just track down those paper records for me?
Thank you, Valerie.
Oh, come on, I'm allowed five minutes off.
The fresh air helps me clear my brain.
Do not worry, Dr Haskey, I come in peace.
How are things?
If you're asking, have I fixed the problem with the server yet?
Well, that's a work in progress.
Well, thank you for being honest with me.
Look, just know we have every confidence in your ability.
Well, I hope I don't let you down.
-Cos the latest fix I tried just failed.
-..Rome was not built in a day.
A day and a half maybe. I've got a new idea.
And this one is definitely going to work.
I always thought she was happy.
Turns out she'd been bored for years.
Sometimes we can miss things,
-especially in people we're closest to.
-I blame myself.
For not seeing the red flag when she joined that badminton club.
It's no-one's fault.
These things happen for all sorts of reasons.
How do you feel about Lorraine now?
Funny thing is, I still love the bones of her.
Nothing to be ashamed of.
Yeah, but there's no going back now.
I really thought a change of scene would help put it
out of my head completely.
If I could just go somewhere and stop seeing the two of them,
carrying on together in my bed.
Trouble with letting problems bottle up
is eventually they come out in other ways.
And it doesn't help that the landlady has her eyes.
Even sounds like her.
I never thought it would hit me like this.
I can't eat.
I can't sleep.
It's a struggle to get up off the floor.
That kind of betrayal isn't easy for anyone to deal with.
Pretty normal to experience all kinds of emotions.
I mean, the good thing is that what you're feeling now is temporary.
It won't last forever. But while you come to terms with this,
is there somewhere else where you could go?
Somewhere where there's people who care about you?
I've got a sister in Kidderminster.
She doesn't know about any of this, though.
Doesn't need to know the details.
I'm sure she'd be happy to help.
How about I call her for you?
Why don't you grab a shower, get your stuff together?
Excuse me, my name's Dr Sid Vere, from The Mill Health Centre.
I understand you're looking after one of my patients who was brought
-in earlier, a BB Harris?
-I was just wondering how he was doing.
-We should have the scan results shortly,
so we can assess the full extent of the head trauma.
I'm concerned about what underlying issues may have brought it on.
Although, I'm sure you can appreciate, it's a guessing game
-without access to patient records.
-That's why I came.
To see what I can do to help. I only saw him this morning.
And what was your diagnosis?
Some kind of infection?
I didn't have the chance to run any tests.
Leave those to us.
But as his GP, I trust you can give me
a full breakdown on Mr Harris's medical history.
What do I need to know?
Apparently, he was in hospital a lot as a child.
Seeing as he's local, I thought maybe it was here.
So, if you could get someone to look at your records,
-maybe you've got something...
-ANNOYED: Sure. Anything else we can do for you?
-OK? In through the nose, out through the mouth.
-I'm so sorry.
-I'm so sorry.
I feel like such an idiot...
..for letting myself get in this state.
It happens to the best of us.
You just need to give yourself some time, OK?
Maybe talk to your GP. And, um...
..have a look at this website
because they can sort you out someone to talk to in your area.
-I think it'd be really good for you.
-You're actually much lovelier than her, you know?
-It's a five-star review from me.
-Well, that's very kind of you.
-You take care of yourself.
Wow, five stars?
-How's that working out for you, the whole HomeBnB thing?
I mean, why can't I just have some straightforward guests for a change,
that don't give me any hassle?
It takes all sorts - that's what they say, isn't it?
Yes, well, I just wish that the "all sorts" wouldn't book with me.
If it carries on like this, I'm going to put a sign on the door.
-Saying, "No pets. No vigorous bonking."
"No nudists. And no emotional baggage."
-Called another meeting. I better crack on.
I've got a gluten-free vegan on her way from Glasgow.
-Lucky me! See you later.
The test results confirm Mr Harris has pyelonephritis.
Kidney infection, thought so.
We've put him on an intravenous antibiotic.
He should start improving shortly. You can relax.
Your patient is in safe hands now.
-So there was me thinking that Billy Bob must have had
a mother from the badlands.
Or at the very least, a father who was a redneck.
But it turns out it's not Billy Bob, it's William Robert.
So it wasn't filed under B, it was filed under W.
Which just goes to show, I'm not just a pretty face.
Yeah, can you just read it out for me, please?
Oh, yeah, sure.
OK, so, date of birth - 1986.
Ooh, Sutton Coldfield. Do you know, I had a friend...
-Valerie, can you just skip to the medical bit, please?
Ah. Says he is allergic to amoxicillin.
I just got through to his mam. He's allergic to amoxicillin.
Come on, Mr Harris!
Charging. Stand clear.
I would like to discuss cancelling afternoon surgery.
Just until we can resume a reliable service.
No need for knee-jerk reactions.
I'm not so sure.
I've been asked to prescribe medication in absentia,
which is hardly ideal.
Charging. Stand clear, everyone.
Well, home visits have been a shambles -
hate to think who's missed out today.
But on the whole, we are still seeing patients.
Those of us not otherwise engaged in media appearances.
Come on, Mr Harris, you can do this!
Not my finest hour, admittedly.
But the point is we are clearly coping.
We are still delivering a service.
We'll get through this.
I just want to commend the staff on exemplary service.
They have all worked together to make the most
-of a very bad situation.
And I see no reason not to continue doing the same.
They did everything they could.
But he was a fit guy.
The odd hangover, but he never took a sick day.
I just don't get it.
How could something like this have happened? You're his doctor!
Can't you tell me?
-Sorry? Is that all you can say?
What am I supposed to tell his mam, eh?
How am supposed to tell our mates?
Well, then, thank you all for your time.
-KNOCK ON DOOR
-Just heading off now.
-Ah, Mr Galadima.
Your last day.
Well, thank you very much for everything.
Where would we have been without you?
It's been great having you here. So stay in touch, yeah?
Will do, thanks.
All the best, Ben.
I'm sure we've all learned some valuable lessons.
I would have baked a cake for you, but, in all the confusion...
Please, you must forgive me.
You've got more important things on right now.
But don't worry, you'll get it sorted, I know you will.
You're a great team.
See, no better reason to stay open than that.
-You hear him? We're going to be fine.
Mrs Tembe's phone. Sid! Where are you?
I'm at St Phil's. With a patient.
The one who collapsed in the gents' this morning.
Well, they couldn't get hold of his notes
so they had no way of knowing about his allergy to penicillin.
They gave him IV amoxicillin.
He had a reaction to it.
-He's just died.
-Dr Haskey, go home.
I'm going to do this for you, just...just five minutes more.
A fit, healthy man, with a totally treatable condition,
is now lying in the morgue because of you.
I am sorry, but I strongly refute...
Let me spell it out for you, OK?
You're the partners, so you're responsible.
With the computer system still down and staff struggling, Daniel goes on the PR offensive. Elsewhere, Emma needs Jimmi's help to counsel a distraught houseguest. The IT crisis has a catastrophic outcome for one of Sid's patients.