Abby faces a life and death struggle when she is abducted by two gang members that need her to aid their wounded friend. Back at the hospital, Susan is frustrated with her subordinates not listening to her, and faces the fact that she can't be everyone's friend and boss at the same time. Susan and Luka try to teach the residents to empathize with the patients, which turns out to be easier said then done. Ray treats a woman whose case is more complicated than it appears.