Value conflict is not a failure state. Value conflict is the work. Complex healthcare projects force trade-offs between legitimate values that cannot all be maximised at once. Many conflicts can not be resolved; but they can be settled.

Decisions happen at specific points in time, typically in response to new information. In those moments, someone chooses to do something, not do something, or push the decision to someone else. People, resources, and accountability shift. Alternative futures become possible, or are closed off. Your new product or service changes outcomes only if and when it changes what happens at those points. I call these points Key Moments.

Brenda Irwin has been a fixture in the Vancouver healthcare technology community for more than two decades. Her list of honours is long:...