The incident that shouldn’t have happened
Last night, I found myself in the emergency department of My Hoa Hospital in Da Lat with dangerously high blood pressure (161/81, later rising to 170/89), chronic headaches, and unexplained bruising while on blood-thinning medication. What happened next was a masterclass in leadership failure that every manager, executive, and team leader should study carefully.
The emergency doctor spent approximately three minutes with me. He took my blood pressure and pulse, glanced at a Vietnamese medical document I’d prepared explaining my symptoms for one second, laughed dismissively, and walked away. Most tellingly, he refused to open the envelope containing my complete medical records from FV Hospital—MRIs, CT scans, comprehensive tests from multiple specialists.
He made a diagnosis based on two data points while ignoring comprehensive documentation that I’d brought specifically for his review.
The leadership failures on display
Failure 1: Refusing critical information
When someone presents you with relevant documentation—whether it’s market research, customer feedback, or operational data—dismissing it without review isn’t efficiency. It’s negligence. Leaders who make decisions while actively avoiding available information aren’t decisive. They’re dangerous.
This doctor had complete medical records at his disposal and chose not to use them. In business terms, this is like a CEO making strategic decisions while refusing to read the quarterly reports.
Failure 2: Assumption-based decision making
Making diagnoses based solely on blood pressure readings while ignoring symptom patterns, medical history, and current medications isn’t clinical judgment—it’s guesswork. Leaders who operate on assumptions rather than comprehensive analysis create systemic risks for their organisations.
The parallel in business is clear: executives who make hiring decisions based only on first impressions, or strategic choices based on limited data while ignoring available market intelligence.
Failure 3: Communication breakdown
Not once did this doctor ask about my pain levels, or explain his reasoning. He simply delivered his conclusion and departed. Leaders who communicate through pronouncement rather than dialogue create environments where critical information never surfaces.
Failure 4: Cultural incompetence
When presented with documentation in Vietnamese—the local language—his response was mockery rather than engagement. For leaders operating across cultures, this represents catastrophic failure in cross-cultural competence. Dismissing information because it requires effort to process is leadership malpractice.
The systemic implications
This wasn’t just poor individual performance. It revealed systemic failures that mirror what happens in dysfunctional organisations everywhere:
No accountability for outcomes: There was no follow-up mechanism, no quality control, no way to track whether his rapid-fire diagnosis was accurate or dangerous.
Information silos: Despite having comprehensive medical records available, there was no system to ensure they were actually reviewed before making critical decisions.
Cultural barriers: In a tourist town like Da Lat, serving international patients, there was no protocol for handling patients who’d prepared materials in the local language to ensure clear communication.
No feedback loops: There was no mechanism for patients to provide immediate feedback about care quality, meaning systemic problems never surface for correction.
The cost of leadership failure
The immediate consequences were clear: a patient with dangerous symptoms received no treatment and had to self-manage a potentially life-threatening condition. But the broader implications run deeper:
Trust erosion: Every patient who witnesses or experiences such treatment loses confidence in the institution. In business, this translates to customer churn and reputation damage.
Staff morale: Healthcare workers who maintain professional standards are demoralised when colleagues operate with impunity. High-performing employees leave organisations where excellence isn’t valued.
Systemic risk: When leaders make critical decisions without gathering available information, they create unpredictable vulnerabilities across the entire system.
Competitive disadvantage: In a region where medical tourism is significant, word spreads quickly about institutions that provide substandard care.
What exceptional leaders do differently
The contrast with competent medical care—which I received the following morning from my regular doctor—illustrates what leadership excellence looks like:
Information gathering: She reviewed all available documentation, asked detailed questions, and gathered comprehensive data before making decisions.
Communication: She explained her reasoning, outlined treatment plans, and ensured I understood both the immediate steps and long-term monitoring required.
Cultural competence: She engaged with the Vietnamese documentation I’d prepared and used it to inform her decision-making process.
Systematic approach: Rather than making snap judgments, she implemented systematic monitoring, IV treatment, and structured follow-up protocols.
Accountability: She took personal responsibility for outcomes and established clear checkpoints to ensure treatment effectiveness.
Lessons for Leaders
1. Information is only valuable when it’s used
Having access to market research, customer feedback, or operational data means nothing if leaders don’t actually review it before making decisions. Create systems that require comprehensive information gathering before critical decisions.
2. Quick decisions aren’t necessarily good decisions
Speed is valuable, but not when it compromises thoroughness. The fastest diagnosis, hire, or strategic choice isn’t automatically the best one. Build time for proper analysis into your decision-making processes.
3. Communication is a leadership competency, not a soft skill
Leaders who can’t explain their reasoning, listen to input, or engage with diverse perspectives create organisational blindness. Invest in communication training as seriously as you would technical skills.
4. Cultural competence is essential in global environments
In our interconnected world, leaders who can’t work effectively across cultures limit their organisations’ potential. This includes linguistic competence, cultural sensitivity, and adaptive communication styles.
5. Accountability systems prevent individual failures from becoming systemic problems
Even excellent leaders make mistakes. Organisations that survive and thrive are those with systems to catch, correct, and learn from individual errors before they compound into institutional failures.
6. Patient/customer advocacy should be built into role expectations
The best leaders actively advocate for the people they serve, even when it requires extra effort. This means going beyond minimum standards to ensure optimal outcomes.
The leadership imperative
Leadership isn’t about having authority—it’s about using that authority responsibly to create outcomes that serve others effectively. When leaders treat their decision-making power casually, they create risks that extend far beyond their immediate sphere of influence.
In healthcare, those risks are measured in human suffering. In business, they manifest as failed products, lost customers, damaged reputations, and ultimately, organisational failure.
The emergency room experience I had wasn’t just bad medical care—it was a demonstration of what happens when people in positions of authority stop taking their responsibilities seriously. It’s a reminder that leadership failure has consequences that ripple far beyond the immediate decision.
Every leader, regardless of industry or context, should ask themselves: Am I gathering all available information before making critical decisions? Am I communicating effectively with all stakeholders? Am I taking full accountability for the outcomes my decisions create?
The quality of your answers to these questions determines whether you’re leading an organisation toward excellence or setting it up for the kind of systemic failure I experienced in that emergency room.
The choice is yours. Choose carefully.
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