I agree it is important for tools to do everything it needs to do. But often having it do everything the end user wants it to do is an impossible task. What they want can be a very time consuming and costly project that offers little utility. Secondly, what they want will change over the development of the project and sometimes contradict what they wanted before if you let it. All this is horribly complicated by office cultures that refuse to separate what they need from what they want and have constantly shifting "urgent" priorities.
Also, if I did all my job, I wouldn't sleep. Many people aren't in a position to do everything people need from them. They need to prioritize some parts of their jobs over others or they'll quickly burn out and won't be any help to anyone and maybe unemployed. I think the doctor failed to prioritize 3 days of a patients time over other duties. And I think the hospital failed to have another doctor available to discharge him or failed by creating a bureaucratic rule that kept other doctors from doing so.
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