The juxtaposition could not be more disconcerting. The media regularly feature stories about important medical breakthroughs and promising new treatments for dreaded diseases. Side-by-side with the positive news are shocking stories about the mistreatment of patients and unnecessary deaths or injuries due to such factors as medication errors, botched surgeries, misdiagnoses and overworked professional staff. In New York and elsewhere, hospitals, health care facilities and physicians have made headlines when something has gone wrong with the care of particular patients. These incidents in turn have prompted calls for a government crackdown on substandard medical care.

Front-Line Workers Are Key

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