Working within the NHS, but not actually for the NHS, I know where you're coming from. Bills get misdirected to the hospital finance department. They usually don't come into our department until TWO MONTHS after they came onto the hospital site, so I'd love to know what the financial bods do with their time! I'd like to think that my little corner of the repairs industry is reasonably efficient - most of the nurses bring us stuff that we're not supposed to be fixing, because they know we'll do it there and then. If they call estates, it won't get done for three weeks, and if they call IT, it might not get done at all! One new guy at estates actually fell foul of the other technicians for doing work straight away: they didn't like the fact that he wasn't leaving anything for them to do in 'overtime'!