In the wake of Nurse Raymes' departure, Patsy De La Serda, a new supervising nurse, joins the Billy Barnes staff with a customer-centric, "cruise-line based" agenda that he's convinced will improve ward ratings. Patsy soon learns that managing patients - especially highly uncooperative and feisty ones like Varla - isn't necessarily improved through customer-service metrics. Nurse Dawn and Patsy get off on the wrong foot, but it's soon evident that there is a special spark between them. Donna, a more docile patient, wins DiDi's affections and displays impressive karaoke skills.