The guy on the phone was totally right. What if it was that nurse's mother? Why the hell would they think standard protocol was to talk to someone who lay dying. It's nuts. The supervisor is nuts. The nurse was nuttier still.
Sometimes the worst things happening lead to positive outcomes later. That incident probably shook up the entire industry and an outcome is something like that won’t ever happen again.
Kind of like major engineering disasters teach us a ton of stuff and in the end, ironically, make the world a safer place from those lessons.