Phyllis gets the runaround as her mother's condition vacillates. Jenna tries to leverage her Cleveland opportunity into concessions from Dr. Stickley. Didi grows impatient when a debt is unpaid. An equipment malfunction injures a patient; the staff perform their caregiver concert.

As Didi attempts to tackle the night shift at the ward alone, Jenna stops by with her husband Richard in order to assist him with an ingrown toenail; after calling the nurse agency for assistance, Didi is surprised to discover that the agency has sent Dawn, who is drunk after a fight with Patsy; Jenna takes an interest in a Swedish patient named Ingrid Larsen, who demonstrates that she is much fitter than her age suggests.

A homeless patient is "dumped" on the ward; unhappy with Patsy's new campaign, Jenna attempts to replace it with an aerobic fitness program; Phyllis Marmatan, the daughter of a patient with cancer, discovers that her mother's chemotherapy has been discontinued; Dawn and Patsy's relationship trouble continues.

Patsy files a grievance against Didi for remarks he deems inappropriate - Dr. James decides to go to a convention in Cleveland - a patient is caught in a romantic situation with her gentleman caller - Dawn gets evaluated with no exceptions.

After Beverly's reassignment to another floor, new supervising nurse Patsy De La Serda arrives at the ward and immediately clashes with the other staff members; Jenna's position as the ward's director of medicine is made permanent, much to her dismay; Varla Pounder, a patient suffering from bipolar disorder, causes trouble for the staff.

After finding feces on a lounge chair, nurse Didi receives conflicting orders from her co-workers; Dr. James has a public meltdown; the staff tries to determine a woman's identity.