To get good results, health care needs to be managed as a process. You can't cook an omelet before cracking the eggs. But health care often acts as if many actions it takes don’t need to be connected in any logical order.

• The process of health care has many steps that need to be connected and need to include you. Ch. 11
• Managing a process starts with being clear about its purpose. The purpose of health care might logically be to "enable people to lead the lives they want.” Ch. 12
• A great deal of health care is delivered without thinking through whether it will "enable people to lead the lives they want." Ch. 4, 12
• Unintended consequences in health care are common, but they are generally not noticed or addressed. Ch. 4, 10
• A dozen common approaches to fixing health care are unlikely to work because they don’t start with clarity about the purpose of health care. Ch. 13