I have witnessed exactly what you describe. It is frustrating for the clerk behind the counter as well as the customer. One encounters the same issues in ones daily work dealing with patients who are confused, unable to get simple answers to questions such as "why hasn't my doctor got my results"? The "new customers only" cowboys should remember that we are public servants. David Burgess ------ACB discussion List Information-------- This is an open discussion list for the academic and clinical community working in clinical biochemistry. Please note, archived messages are public and can be viewed via the internet. Views expressed are those of the individual and they are responsible for all message content. ACB Web Site http://www.acb.org.uk List Archives http://www.jiscmail.ac.uk/lists/ACB-CLIN-CHEM-GEN.html List Instructions (How to leave etc.) http://www.jiscmail.ac.uk/