there isn't much you can do against people with attitudes like that. though there are always things that you can do to make their "stay" with you as pleasant as possible....... cannulation, that can be quite tricky to do on someone with poor viens can't it, and so painful too, and the shocking state of the roads, so bumpy, and of course they need taking to the nearest facility to their home address, and not shipped halfway across the city....... and also educating them about the latest issues in the NHS.... i always find MRSA seems to get people hot under the collar me, cycnical and working for the NHS....could be. on second thoughts, can't your communications department get these stories out in to the media or have recording of the calls on the LAS website?