I worked at King's College Hospital as Admin staff for many years on and off, have worked in many different departments in the hospital and feel I have a very good knowledge of it! I don't think King's is going to the dogs, I think that all hospitals are now working under a lot more pressure, and I think there are some patients who come in who are already feeling negative about the NHS and will always have something to complain about. And can I just say that as a Secretary in the NHS I can say that we, and the rest of the Admin staff, work our BUTTS off to try and make sure patients are dealt with smoothly and efficiently, that details are kept up to date, that clinics run well and all information is to hand, that patient queries get dealt with quickly and that clinic letters are typed as quickly as humanly possible. But Admin staff probably have the most thankless job of all NHS workers, there's a comment further back on this thread saying the Nurses and Doctors were great but the 'Admin is a shambles'. We often get overlooked and unthanked and probably people are unaware of just how big a part we've had in getting the patient from the GP surgery stage to sitting in the room WITH the doctor and Nurse. As far as Choose and Book, a lot of the time we do not get the referral letters via the C&B system, this is not the hospital's fault and we endeavour to do all we can when it is brought to our notice! I've often had a day of rushing around the hospital with notes, typing like mad to get clinics finished quickly, trying to help patients on the phone just to be shouted at by people who then go on to say how great the Drs and Nurses are and not getting time for a lunch-break... of course there are some staff who let the side down, but on the whole Admin staff like myself and my colleagues are conscientious, hard working and we care! So please remember, hospital Admin staff are overworked but are trying to do the best for you, it's not always as cut-and-dried as it seems and may not be their fault if something goes wrong!