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I think there's something innate in most IT pros that makes them need to help someone. It's a service industry, and sometimes when at Staples picking up pens and notebooks, I browse the computer section and feel a weird need to advise someone looking at a computer on what they need or don't need. Odd.

But, the point here isn't that is was a CAPS LOCK problem in the healthcare field. It's a decision that must be made for every different circumstance and situation. I will almost always suggest something. That's part of the desire to help people but also our love of technology, finding out how things work, and pride in getting something fixed. However, to physically touch another system is obviously off limits. In the greater majority of cases anyway, the person actually authorized to use that system whether it's a high level tech or end user may try your advice but only if it's superficial. For anything more advanced, they will tell you point blank that it's the responsibility of that business's or organization's IT staff.