I disagree! Having worked in the NHS for 30+ years I realise that it is time we were allowed to question patients' attitudes and try to help them understand that the NHS will die if it continues to be abused. I don't think Tom was rude and I know he wouldn't be nasty to anyone, he is a model of patience and professionalism. Obviously there are times when people are rude to us because they are stressed, in pain or worried. That's fair enough, however there are plenty of people who are just rude and greedy and they know they can get away with being unpleasant because we are all taught not to answer back. There's no point in getting into a slanging match but sometimes some advice about such things as how much things cost can be received quite well. Anyway, I'm out of it come Thursday because I'm retiring and so is my husband who is a well respected and bloody good GP who is totally fed up with the targets, bureaucracy etc. There's plenty more like him likely to pack it in as soon as they can. Tom not only does an exceptional job but also informs us all via this blog. I don't think he should have to work all those shifts on the trot, it's too much. That'll only get worse when LAS have a paramedic with a driver, yet another innovation. I always say"Progress means movement, not necessarily improvement."