Why ex-nurse at Upland City of Hope struggles to get work comp benefits despite legal victory

More than five years after suffering a sudden cardiac arrest while on the job during the early months of the COVID-19 pandemic, a former City of Hope nurse and her family say they are still struggling to obtain critical medical equipment and home modifications — despite winning a major workers’ compensation court battle.

Andrea Morris, a nurse at City of Hope’s cancer infusion center in Upland, collapsed at work in May 2020 after telling her supervisor she did not feel well. Court records show more than seven minutes passed before she received lifesaving CPR. Morris survived but was left quadriplegic.

For years, City of Hope argued the medical emergency was not work-related. Morris’ attorney said job-related stress contributed to the cardiac arrest, a claim supported by two doctors.

“That stress — all we needed was one percent — created and caused the sudden cardiac arrest, and two doctors said the same thing,” attorney Keith More said.

When a nurse suffered a sudden cardiac arrest at her work, her co-workers at an Upland medical facility failed to give her CPR for over 7 minutes. NBC 4’s I-Team’s Carolyn Johnson reports. 

In June 2025, a state appeals court sided with Morris, ruling the case qualified for workers’ compensation. City of Hope declined to appeal the decision to the California Supreme Court.

“We were relieved and thrilled because we knew at that point that Andrea would get the care that she needs for the rest of her life,” said her sister and legal guardian, Pam Bertino.

Under the ruling, Morris now receives round-the-clock licensed vocational nursing care, costing more than $400,000 annually, as well as permanent disability payments of just over $3,000 every two weeks. But Bertino said securing approval for additional necessities — including medical equipment, therapy and home modifications — has been slow and burdensome.

The hospital has outsourced its workers compensation cases, which means Pam must submit everything to a case manager known as a third-party administrator.  While City of Hope has said it is not responsible for managing claims, the third-party administrator is paid by and answers to City of Hope. Bertino said approvals can take months and require extensive paperwork.

“We get these medical reviews, and the hospital bed was denied,” Bertino said, adding that Morris needs a specialized bed with an air mattress to help prevent bed sores.

Bertino said she works full time and spends much of her remaining time managing her sister’s care. “This is my second job,” she said.

In late March, an agreement was reached with City of Hope to fund a new handicapped-accessible van and home modifications, including widening doorways updating the shower and putting in an emergency exit.

In a statement, City of Hope spokesperson Nisha Morris said, “We continue to empathize with Ms. Morris’s situation and are administering benefits through the workers’ compensation claims process.”

Despite ongoing challenges, Morris’ family says her determination remains strong. Her brother has written a children’s book about her recovery and will to live, calling it “an inspiring adventure of courage and hope.

“She wants to be there for her children, go to their weddings, have grandchildren and really live her life to the best of her ability,” Bertino said. “That’s my purpose — to help her have some sort of life for as long as she lives.”

Bertino said she is still trying to obtain a new hospital bed for her sister. She said it took six months to receive a refurbished bed older than the one Morris previously had, with broken brakes and no guardrails. The guardrails were installed within days, but the brakes were not repaired until late March 2026.

When asked about the delays with the bad, City of Hope said it relies on its third-party administrator to manage workers’ compensation claims.