Hi Liz. You're absolutely right about the disparity within a single organisation. It costs nothing to be customer/patient friendly and with that in mind as soon as I finished the post I contacted Lincoln Hospital and commented on the experience we had. What amazes me is that these "caring" professionals cannot see this for themselves. You would have thought they went into nursing because they liked people but apparently not. As always, thanks for your comment and hope you are well. Love Steve & Jane xx