Honestly, this just seems like incompetence at multiple levels in a highly complex system. All it takes is one bad apple paying more attention to the bottom line than client care, for the entire system to magnificently cascade into an absolute shitshow.
If you read through the entire article without prejudice, most of the decisions made along the way make sense, with a couple of process failures and incompetent or indifferent individuals sprinkled in along the way, and the end result is a client who has to plan bathroom stops for a 5 minute walk, being told to take a treatment they know will kill them, or pound sound.
This is the kind of systemic cascading failure that can only be addressed by the person at the top having a come to jesus moment.