Story detail · Northwind Operating Model
No owner at the seam
internal
The org has no structural owner for the patient between departments. Accountability ends at each department boundary and no one owns the seam — a gap that is structural, not individual. The organization finds out when the family calls.
Related force group
The org has no owner at the handoff seam, and the staff who would use the platform are already at capacity — any solution must remove work, not add it.
Verbatims
“Every time a patient moves from the ER to a ward, something falls through. We find out when the family calls.”