I don't know what to say, Tom. Obviously this is not your first bad experience with that unit. But I am afraid you wouldn't get a better impression if you came to my unit and handed over to one of the two stupid cows we have there. The rest of the people working there are marvellous, but those two let down the whole ward. Everyone knows about them (including the managers) but there is nothing else we can really do. After all you can always learn things like techniques and stuff, but things like politeness you either have them or not.