Sharon Lawson’s question is how to measure the effectiveness of the Hillwood Medical Center. One of the several meanings of the word effectiveness is prepared for use or action. As chief administrative officer, Sharon must see that Hillwood is prepared for use by the primary caregivers—doctors, nurses, therapists, etc. —to do the work they are licensed to do. Everyone else employed there, including Sharon, plays roles to ensure that all is in working order. This case gives a sample of one day’s Hillwood performance as a medical center. Was Hillwood well prepared for this day?