Lewis assigns Kovac to teach the residents how to communicate more effectively with their patients in hopes of raising their patient satisfaction scores, which have plummeted. They are put to the test when two teenagers are brought to the ER with gun shot wounds. Kovac, Neela and Sam handle one patient while Lewis, Pratt and Ray deal with another. When a patient dies, Neela does a poor job of informing the deceased's grandmother, who becomes hysterical in the middle of the ER. A personal injury lawyer sets up a mobile office outside the ER, infuriating Lewis as he tries to turn dissatisfied patients into clients. Abby returns to the ER, still dealing with the trauma of her abduction.