Emminently sensible, and most of seems to be "do-able". Not sure any "business" would allow for things to be sitting around waiting but aside from that... There are parallels here with the growth in user-centred design you know. A lot of businesses are slowly realising that the customer is everything, and good customer satisfaction drives staff happiness, drives further improvements and so on. I HATE myself for couching this comment as a business focus, god knows the NHS is vital and wonderful and deserves twice, thrice, more! funding than it gets. Alas these days it's all about the monies though.. That said, some of your suggestions seem viable and would make a huge difference. My only ever complaint about NHS is waiting times. When my wife had gall bladder complications (a stone lodged in there after the op to remove said bladder) the ambulance was quick, the staff helpful and friendly but it took some 4 hours to get her ANY pain relief and it took (to my shame) me standing in a corridor and berating a poor nurse at the top of my voice (I apologised afterwards with flowers and big tin of chocs). So, a little could go a long long way. You've got my vote!!