In a Heartbeat Doctors


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In a Heartbeat

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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TYPING

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I think we are all in agreement that today is going to be a very

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testing day.

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There is still a huge backlog from yesterday

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and no sign of Dr Haskey resolving the problem.

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Al is pretty sure that he knows what he's doing.

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Surely it's only a matter of time.

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He knows the system like the back of his hand.

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COMPUTER BEEPS REPEATEDLY

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FURIOUS TYPING

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All the same,

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I wonder if we should consider getting some expert assistance.

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Just to give Dr Haskey some extra support.

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We all know what happened last time we tried that.

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Al really is our best bet.

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What concerns me is what this looks like to the outside world.

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-Are we taking it seriously enough?

-I agree it needs handling.

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And I'm more than happy to put out an official statement,

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be the face of The Mill.

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-We're not launching some fragrance.

-Be a spokesperson, then. Jim?

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Yeah, fine.

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Be my guest.

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SHE SIGHS

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Do you have any thoughts you would like to share with us, Mr Galadima?

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Well, only that in my experience,

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honesty and transparency are key to good crisis management.

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Especially where people are involved.

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-This isn't the recall of some dodgy yoghurt.

-Of course.

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I mean, do you want

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the Patient Participation Group involved?

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-No. Not if we can help it.

-Well, it's up to you.

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I mean, we've got our handover this morning, but after,

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if you'd like to run anything by me,

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-I'd be happy to help you draft a press release.

-Won't be necessary.

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This is probably something best left for a partner to handle.

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We're supposed to be papering a living room on the Alfreston Road.

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-Why are we stopping here?

-I'm staging an intervention.

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-Getting you to see a doctor.

-What?

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You're sweating cobs.

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You've been mainlining painkillers for days.

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-I'll be fine. It's nothing.

-No, if you picked something up

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from that lass in Cardiff,

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it's not going to clear up on its own, is it?

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Don't be embarrassed, mate. Happens to the best of us.

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But you need to get it sorted.

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Sooner rather than later.

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We've got Jamo's stag do in a fortnight

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and I need you match fit for that.

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-What about Alfreston Road?

-I've told her we're running late.

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I've got to go to the builders' merchant and pick up some white emulsion.

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If you need me to pick you up on the way back, just gimme a shout.

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Otherwise, I'll see you down there. All right?

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Mr McKenzie? Would you like me to call you a cab?

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Bruce...

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You will give me a shout if you need help with your bags, won't you?

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Is everything all right in there?

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Dr Clay recommended a special cream for Orlando, but I've run out.

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Surely if he's unavailable, you can check what it was on the computer.

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Ah, now we're having a slight technical hitch today.

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But maybe one of the other doctors could help you.

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Will they know what Dr Clay recommended?

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Yeah, good point.

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If you'd like to take a seat, madam,

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I will try and see what we can do for you.

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I am so sorry for the wait. Could I just take a name?

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BB Harris.

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-BB?

-Billy Bob.

-Billy Bob.

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-Most people call me BB.

-Oh.

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LOCK RATTLES, HE WHISPERS

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Bruce, is everything all...all right?

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Oh, well, you've got a cheek.

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What?

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Showing your face in here.

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Rubbing my nose in it.

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Bruce, is everything all right?

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Have I... Have I done something to upset you?

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Sorry, I thought you were someone else.

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You've got her eyes.

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The same hair.

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For a moment, just a moment, I thought...

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I tell you what - why don't we let some light in?

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-And then things might look a little different.

-No! No!

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OK, all right.

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We'll just leave things as they are.

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Bruce, can I get you something? A cup of tea maybe?

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And then you can tell me what the matter is.

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-You even sound like her.

-Who?

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Lorraine!

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I'm not Lorraine.

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I'm Emma. Remember?

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I'm trying to forget it all.

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-And you just keep bringing it back, bringing it back.

-Right.

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I'll...

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You stay here for a second, then I'll be back in a minute.

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WHISPERS: If you forgave me, you forgave me...

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Jimmi, hi? Are you busy?

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It's just that I think I might need your help.

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-Hey.

-Hey.

-Any progress?

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Thank you.

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It's taken me all night just trying to work out what the problem is.

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It's like trying to find a needle in a stack

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of very similar-looking needles.

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So some peace and quiet while I focus wouldn't go amiss.

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Yeah, sure, I'll make sure everyone gives you space.

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So, I mean, what happens when you find the virus, what,

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-you just delete it?

-Hardly.

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It just gives me a better idea of what I'm looking at here.

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Whichever file has been infected will have the entirety of its

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hash table changed, so it's going to be virtually unrecognisable.

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-I see.

-Of course none of this would happen

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if we actually spent some money on some data encryption.

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Or an actual disaster-recovery policy.

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I'll speak to Mrs Tembe, I'll get her to do a cost benefit analysis.

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So, tell me about these hash tags...?

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Hash tables.

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Yeah, those.

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I don't know what you think I'm doing here.

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It's not like the system's running a bit slow,

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so we need to delete a few apps.

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If the infrastructure has been affected -

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and there is a good chance it is - the coding required to

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reverse-engineer a solution is... It's mind boggling, Daniel.

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Zara.

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I wondered if you might have a quick word with Mrs Bostock

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about some medication for her child Orlando.

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And is Orlando with her?

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No, he's at bilingual baby yoga.

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-Presumably under strict supervision.

-Can you dig out his paper records?

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No, I can't, actually, because by the time he came along,

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we were totally digital.

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I can't possibly be expected to prescribe for a patient I've

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-never seen!

-But you don't have to prescribe for him, it's just...

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Mr Harris? Thank you so much for your patience.

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You're up next with Dr Vere.

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Oh, um...

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Is Dr Vere a man or a woman?

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Oh, very definitely a man.

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-Well, he was last time I looked, anyway.

-SHE GIGGLES

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-BB GRUNTS

-Sorry.

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OK. And you say you had unprotected sex.

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-When exactly was that?

-Last weekend.

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Would you mind giving me a urine sample?

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Just so we can run a few quick tests, see exactly what's going on.

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Maybe have a glass of water?

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Might make things a bit easier.

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If you are looking for the facilities,

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they are just through there on the right.

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That was Karen on the phone.

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Apparently, you need to switch on Letherbridge FM.

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I really do not have time for that!

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It's Dr Granger, on the Callum Frinton Show.

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-You might want to hear it. Sounds important.

-Oh.

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RUNNING WATER, HE SIGHS

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DISTORTED SOUND

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Well, I mean, taking the helicopter view,

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this is a local issue which will soon be fully contained.

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Well, why didn't he issue a press release like you suggested?

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It's all about reach, and Callum Frinton has a huge fan base.

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How come St Phil's has cut off all digital contact with you?

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Seems very provocative.

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While it's true that St Phil's have taken stringent measures

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to protect its own infrastructure,

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it remains one of those short-term glitches,

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which happen from time to time in this day and age.

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-GROANS:

-Come on, bring it back to the patient.

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Look, while you are right to ask about the effects that it may have,

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I would remind your listeners of our exemplary record

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regarding standards.

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I mean, we've met every one of our performance targets during

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the year, while still managing to remain within our agreed budget.

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OK, message received, now tell the patients

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they have nothing to worry about.

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-Is this crisis all down to government cut-backs?

-No.

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Do not mention the cut-backs. Nobody wants to hear about cut-backs.

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No. Absolutely not.

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Look, there have been efficiencies, yeah.

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But they have been about reducing wastage

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with no effect on the end user.

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End user!

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But, please, let me be absolutely clear, this is not a crisis,

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this is merely a blip.

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We have plenty of bandwidth

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and everything will be fully operational again, very soon.

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-Can we take that as a personal guarantee? LAUGHS:

-Come on!

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Obviously, as a doctor, my expertise, first and foremost,

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is of a purely clinical nature.

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Stop going on about yourself!

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Unfortunately, this is a subject

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Dr Granger is very comfortable talking about.

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But I am confident the practice has an IT specialist in place

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who is fully capable of re-establishing

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an appropriate infrastructure going forward.

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-Look, I should get in there and stop this.

-No.

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Barging in will only make it worse.

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If there's any whiff of management not being on the same page,

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the media will be all over it.

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Perhaps you are right.

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We are on top of the situation and we will be cascading information

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to all the relevant parties as soon as it becomes available.

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Cascading?!

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All right, can this get any worse?!

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Looks like it can.

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-What, are we trending?

-Worse.

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Going viral.

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Oh...

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Have you seen Mr Harris? He's been a while. No?

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Mrs Bostock? I've got some good news.

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I have done a bit of detective work.

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I've always fancied myself as a bit of Hercule Poirot,

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without the moustache, obviously.

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Anyway, I called your local pharmacist.

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And fortunately, she knows you well!

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And she remembers the emollient that you bought last time.

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Apparently, it is the market leader

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and it is available off the shelf.

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I do hope that Orlando's rash clears up soon.

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He doesn't have a rash.

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I just like to keep some handy, in case he gets one.

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Valerie, he's collapsed. Call an ambulance, please.

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Hi, thanks for coming.

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Right, I've tried talking to him,

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but apparently I remind him too much of somebody called Lorraine.

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And not in a good way.

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He can't stand being alone in a room with me.

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-You thought, what, cos I was a bloke...?

-No.

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But, you know, because of all the training that you're having...

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I think he's in some kind of crisis.

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His name's Bruce, he's upstairs.

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Can you see what you can do?

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Thank you.

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-OK, Sid?

-Yeah, yeah, it's fine. I've got it covered. Thank you.

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Excuse me, would you mind giving my patient some privacy, please?

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-Dr Granger! A word, if you don't mind.

-I'm busy with a patient.

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If you need an appointment, speak to Valerie.

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No, I'm afraid it's chocka today.

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If you take a seat, we'll see what we can do.

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No, no, no, no. Staff only.

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Nonsense. I'm here in a professional capacity.

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-PHONE RINGS

-Oh!

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Hello, The Mill.

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BB? What's going on?

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-Sorry, I can't disclose...

-We're mates. We work together.

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We're supposed to be starting a job this morning. Woman's going mad.

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Right. Well, we're taking him to St Phil's to run some tests,

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he probably won't make it to work today.

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-How well do you know him?

-Best mates, aren't we?

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He's a top lad.

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-Does he have any health conditions?

-Not since I've known him.

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Apparently, he was in and out of hospital as a kid.

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-Do you know why?

-Before my time.

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He used to wear one of them band things.

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Till the lads started calling it a bracelet.

0:13:340:13:36

-Do you know what that was for?

-Haven't the foggiest.

-OK.

0:13:360:13:39

Well, is there someone else who might know?

0:13:390:13:41

HE BREATHES ERRATICALLY I know... I can't...

0:13:460:13:47

OK, OK. No, OK, all right. Let's try this, I want you to take...

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-Just please go.

-..a few deep breaths for me, OK?

0:13:500:13:52

I'll try and help you relax, then we'll see if we can have a chat.

0:13:520:13:55

So, you're going to breathe in, for four counts.

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And then, blow it out for four counts.

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In first.

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Out for four.

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That's good. And again.

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Slowly out for four.

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Just one more time.

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Then out for four.

0:14:180:14:19

Good, that's really good.

0:14:190:14:21

What brought you to Letherbridge?

0:14:210:14:23

I shouldn't have to hear about this from some shock jock.

0:14:230:14:26

I thought it was the quickest way to get the message out there.

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Without consulting the Patient Participation Group?

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Yep.

0:14:320:14:34

We have a right to know that our personal data

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is being stored securely

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and no-one's health is being put at risk by a computer malfunction!

0:14:400:14:44

Well, I wouldn't go that far.

0:14:440:14:45

-I suggest that you haven't gone far enough.

-Oh.

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Too busy with your media appearances where you came across

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as a pompous ass with his head in the sand.

0:14:520:14:56

You've completely ignored the welfare of your patients!

0:14:560:15:01

Yes, patients, Dr Granger,

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not "end users".

0:15:050:15:08

Is there an IT expert on the case?

0:15:090:15:11

Crack team in operation, as we speak.

0:15:110:15:14

Dr Granger,

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I see a smokescreen and I smell a rat.

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And if I can, the patients can too.

0:15:210:15:24

They are not stupid.

0:15:240:15:26

And once you lose the faith of your patients,

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no amount of your sweet-talking is ever going to win them back.

0:15:290:15:33

Tad melodramatic, don't you think?

0:15:330:15:35

I am simply putting the patients first.

0:15:350:15:39

One of us has to!

0:15:390:15:42

Ooh! Ooh!

0:15:530:15:54

Oooh!

0:15:570:15:59

That was so masterful!

0:15:590:16:03

Valerie, I need you to track down some paper records for me.

0:16:130:16:16

If I had a pound for every time someone had asked me that,

0:16:160:16:19

I would be...

0:16:190:16:21

..about 50 quid better off.

0:16:210:16:22

They're for BB Harris, OK? I'm going to go to St Phil's.

0:16:220:16:24

There's a chance they might have treated him before.

0:16:240:16:27

So they might have something on their system. It is important.

0:16:270:16:30

-So can you please just track down those paper records for me?

-OK.

0:16:300:16:33

Thank you, Valerie.

0:16:330:16:35

Oh, come on, I'm allowed five minutes off.

0:16:430:16:46

The fresh air helps me clear my brain.

0:16:460:16:49

Do not worry, Dr Haskey, I come in peace.

0:16:490:16:52

How are things?

0:16:530:16:54

If you're asking, have I fixed the problem with the server yet?

0:16:540:16:57

Well, that's a work in progress.

0:16:570:17:00

Well, thank you for being honest with me.

0:17:000:17:03

Look, just know we have every confidence in your ability.

0:17:030:17:06

Well, I hope I don't let you down.

0:17:060:17:09

-Cos the latest fix I tried just failed.

-Well...

0:17:090:17:15

-..Rome was not built in a day.

-Ha!

0:17:150:17:18

A day and a half maybe. I've got a new idea.

0:17:180:17:21

And this one is definitely going to work.

0:17:210:17:24

Oh, Doc...

0:17:240:17:25

I always thought she was happy.

0:17:300:17:32

Turns out she'd been bored for years.

0:17:320:17:34

Sometimes we can miss things,

0:17:340:17:36

-especially in people we're closest to.

-I blame myself.

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For not seeing the red flag when she joined that badminton club.

0:17:390:17:43

It's no-one's fault.

0:17:450:17:46

These things happen for all sorts of reasons.

0:17:460:17:50

How do you feel about Lorraine now?

0:17:500:17:52

Funny thing is, I still love the bones of her.

0:17:520:17:54

Nothing to be ashamed of.

0:17:540:17:56

Yeah, but there's no going back now.

0:17:560:17:58

I really thought a change of scene would help put it

0:17:580:18:01

out of my head completely.

0:18:010:18:02

If I could just go somewhere and stop seeing the two of them,

0:18:020:18:06

carrying on together in my bed.

0:18:060:18:08

Trouble with letting problems bottle up

0:18:080:18:11

is eventually they come out in other ways.

0:18:110:18:13

And it doesn't help that the landlady has her eyes.

0:18:130:18:17

Even sounds like her.

0:18:180:18:19

I never thought it would hit me like this.

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I can't eat.

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I can't sleep.

0:18:270:18:28

It's a struggle to get up off the floor.

0:18:280:18:31

That kind of betrayal isn't easy for anyone to deal with.

0:18:310:18:36

Pretty normal to experience all kinds of emotions.

0:18:360:18:39

I mean, the good thing is that what you're feeling now is temporary.

0:18:390:18:42

It won't last forever. But while you come to terms with this,

0:18:420:18:45

is there somewhere else where you could go?

0:18:450:18:47

Somewhere where there's people who care about you?

0:18:470:18:50

I've got a sister in Kidderminster.

0:18:510:18:54

She doesn't know about any of this, though.

0:18:540:18:56

Doesn't need to know the details.

0:18:560:18:58

I'm sure she'd be happy to help.

0:18:580:19:00

How about I call her for you?

0:19:000:19:02

OK.

0:19:040:19:05

Why don't you grab a shower, get your stuff together?

0:19:050:19:07

PHONE RINGS

0:19:100:19:13

Excuse me, my name's Dr Sid Vere, from The Mill Health Centre.

0:19:130:19:16

I understand you're looking after one of my patients who was brought

0:19:160:19:19

-in earlier, a BB Harris?

-Yeah.

0:19:190:19:20

-I was just wondering how he was doing.

-We should have the scan results shortly,

0:19:200:19:23

so we can assess the full extent of the head trauma.

0:19:230:19:26

I'm concerned about what underlying issues may have brought it on.

0:19:260:19:29

Although, I'm sure you can appreciate, it's a guessing game

0:19:290:19:31

-without access to patient records.

-That's why I came.

0:19:310:19:34

To see what I can do to help. I only saw him this morning.

0:19:340:19:36

And what was your diagnosis?

0:19:360:19:37

Some kind of infection?

0:19:370:19:39

I didn't have the chance to run any tests.

0:19:390:19:40

Leave those to us.

0:19:400:19:41

But as his GP, I trust you can give me

0:19:410:19:44

a full breakdown on Mr Harris's medical history.

0:19:440:19:46

What do I need to know?

0:19:460:19:47

Apparently, he was in hospital a lot as a child.

0:19:470:19:50

Seeing as he's local, I thought maybe it was here.

0:19:500:19:52

So, if you could get someone to look at your records,

0:19:520:19:54

-maybe you've got something...

-ANNOYED: Sure. Anything else we can do for you?

0:19:540:19:57

-Uh... Whoa.

-OK? In through the nose, out through the mouth.

0:20:050:20:09

OK?

0:20:090:20:11

-I'm so sorry.

-It's OK.

0:20:160:20:18

-I'm so sorry.

-It's OK.

0:20:180:20:20

It's OK.

0:20:210:20:23

I feel like such an idiot...

0:20:240:20:26

..for letting myself get in this state.

0:20:260:20:29

It happens to the best of us.

0:20:290:20:30

You just need to give yourself some time, OK?

0:20:300:20:32

Maybe talk to your GP. And, um...

0:20:320:20:34

..have a look at this website

0:20:360:20:38

because they can sort you out someone to talk to in your area.

0:20:380:20:41

-I think it'd be really good for you.

-Sorry for...

0:20:410:20:44

..all the...confusion.

0:20:440:20:45

-You're actually much lovelier than her, you know?

-Oh!

0:20:460:20:50

-It's a five-star review from me.

-Well, that's very kind of you.

0:20:500:20:54

-You take care of yourself.

-Thanks.

0:20:540:20:56

Wow, five stars?

0:21:080:21:10

-How's that working out for you, the whole HomeBnB thing?

-Don't.

0:21:100:21:13

I mean, why can't I just have some straightforward guests for a change,

0:21:130:21:16

that don't give me any hassle?

0:21:160:21:18

It takes all sorts - that's what they say, isn't it?

0:21:180:21:20

Yes, well, I just wish that the "all sorts" wouldn't book with me.

0:21:200:21:23

If it carries on like this, I'm going to put a sign on the door.

0:21:230:21:26

-Saying, "No pets. No vigorous bonking."

-PHONE BEEPS

0:21:260:21:29

"No nudists. And no emotional baggage."

0:21:290:21:32

-Mrs Tembe.

-Ah.

-Called another meeting. I better crack on.

0:21:320:21:37

Me too.

0:21:370:21:38

I've got a gluten-free vegan on her way from Glasgow.

0:21:380:21:41

-Lucky me! See you later.

-See you.

0:21:410:21:44

The test results confirm Mr Harris has pyelonephritis.

0:21:450:21:48

Kidney infection, thought so.

0:21:480:21:51

We've put him on an intravenous antibiotic.

0:21:510:21:53

He should start improving shortly. You can relax.

0:21:530:21:56

Your patient is in safe hands now.

0:21:560:21:58

HE SIGHS

0:21:580:22:00

PHONE RINGS

0:22:000:22:03

-Valerie!

-So there was me thinking that Billy Bob must have had

0:22:030:22:06

a mother from the badlands.

0:22:060:22:08

Or at the very least, a father who was a redneck.

0:22:080:22:10

But it turns out it's not Billy Bob, it's William Robert.

0:22:100:22:14

So it wasn't filed under B, it was filed under W.

0:22:140:22:17

Which just goes to show, I'm not just a pretty face.

0:22:170:22:20

Yeah, can you just read it out for me, please?

0:22:200:22:22

Oh, yeah, sure.

0:22:220:22:24

OK, so, date of birth - 1986.

0:22:240:22:26

Ooh, Sutton Coldfield. Do you know, I had a friend...

0:22:260:22:28

-Valerie, can you just skip to the medical bit, please?

-Oh.

0:22:280:22:32

Ah. Says he is allergic to amoxicillin.

0:22:320:22:35

I just got through to his mam. He's allergic to amoxicillin.

0:22:350:22:39

RAPID BEEPING

0:22:390:22:42

1mg adrenaline.

0:22:480:22:49

Come on, Mr Harris!

0:22:520:22:54

Charging. Stand clear.

0:22:560:22:57

Shocking.

0:22:580:23:00

I would like to discuss cancelling afternoon surgery.

0:23:050:23:09

Just until we can resume a reliable service.

0:23:090:23:13

No need for knee-jerk reactions.

0:23:130:23:14

I'm not so sure.

0:23:140:23:16

I've been asked to prescribe medication in absentia,

0:23:160:23:18

which is hardly ideal.

0:23:180:23:19

Charging. Stand clear, everyone.

0:23:260:23:28

Shocking.

0:23:280:23:29

Well, home visits have been a shambles -

0:23:350:23:37

hate to think who's missed out today.

0:23:370:23:38

But on the whole, we are still seeing patients.

0:23:380:23:41

Those of us not otherwise engaged in media appearances.

0:23:410:23:44

Recommencing CPR.

0:23:440:23:46

Come on, Mr Harris, you can do this!

0:23:470:23:50

Not my finest hour, admittedly.

0:23:540:23:56

But the point is we are clearly coping.

0:23:560:23:58

We are still delivering a service.

0:23:580:24:00

We'll get through this.

0:24:000:24:01

FLATLINE TONE

0:24:110:24:14

I just want to commend the staff on exemplary service.

0:24:170:24:22

They have all worked together to make the most

0:24:220:24:25

-of a very bad situation.

-Exactly.

0:24:250:24:26

And I see no reason not to continue doing the same.

0:24:260:24:29

Agreed?

0:24:290:24:30

They did everything they could.

0:24:320:24:33

But he was a fit guy.

0:24:330:24:35

The odd hangover, but he never took a sick day.

0:24:360:24:38

I just don't get it.

0:24:380:24:40

How could something like this have happened? You're his doctor!

0:24:400:24:44

Can't you tell me?

0:24:440:24:45

-I'm sorry.

-Sorry? Is that all you can say?

0:24:460:24:50

What am I supposed to tell his mam, eh?

0:24:510:24:54

How am supposed to tell our mates?

0:24:540:24:56

Well, then, thank you all for your time.

0:25:040:25:06

-KNOCK ON DOOR

-Come in.

0:25:060:25:07

-Just heading off now.

-Ah, Mr Galadima.

0:25:090:25:12

Your last day.

0:25:120:25:13

Well, thank you very much for everything.

0:25:130:25:16

Where would we have been without you?

0:25:160:25:18

It's been great having you here. So stay in touch, yeah?

0:25:180:25:21

Will do, thanks.

0:25:210:25:23

All the best, Ben.

0:25:230:25:25

I'm sure we've all learned some valuable lessons.

0:25:250:25:28

Good luck.

0:25:280:25:30

Thanks, Daniel.

0:25:300:25:31

I would have baked a cake for you, but, in all the confusion...

0:25:310:25:34

Please, you must forgive me.

0:25:340:25:36

You've got more important things on right now.

0:25:360:25:38

But don't worry, you'll get it sorted, I know you will.

0:25:380:25:41

You're a great team.

0:25:410:25:42

See, no better reason to stay open than that.

0:25:420:25:45

-You hear him? We're going to be fine.

-Come.

0:25:450:25:48

-PHONE RINGS

-Oh.

0:25:490:25:51

Mrs Tembe's phone. Sid! Where are you?

0:25:530:25:56

I'm at St Phil's. With a patient.

0:25:560:25:58

The one who collapsed in the gents' this morning.

0:25:580:26:02

Right.

0:26:020:26:03

Well, they couldn't get hold of his notes

0:26:030:26:05

so they had no way of knowing about his allergy to penicillin.

0:26:050:26:08

They gave him IV amoxicillin.

0:26:080:26:11

He had a reaction to it.

0:26:110:26:13

-He's just died.

-OK.

0:26:140:26:19

-Dr Haskey, go home.

-No.

0:26:270:26:30

I'm going to do this for you, just...just five minutes more.

0:26:320:26:37

A fit, healthy man, with a totally treatable condition,

0:26:370:26:40

is now lying in the morgue because of you.

0:26:400:26:41

I am sorry, but I strongly refute...

0:26:410:26:44

Let me spell it out for you, OK?

0:26:440:26:46

You're the partners, so you're responsible.

0:26:460:26:49

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.