Trouble with the NHS??

I listened the other day to someones story about their experience of the NHS and it was horrendous. I couldn't believe my ears, some of the staff were rude and totally uncaring.... despite asking politely for help and seeking only basic care to help them to get better, a daily battle had to be fought and unnecessary energy had to be dispensed to ensure things happened that should have happened!! This story made me feel so sad but at the same time I felt incredibly lucky as this had not been my experience of the NHS. The reverse in fact. To be honest there were some blips - a few people with attitude - but overall my contacts with nurses, doctors and others were fantastic. I did on a few occasions spell out exactly what I was expecting, in the kindest of ways, in other words I was assertive but as far as I can gather my approach caused no problems. From my perspective the NHS worked well for me and my family.. thank goodness. The trouble is ... the NHS is huge and the volume of people working within it is massive, managing things is a challenge and having high standards of inter-personal skills and ability to interact with humans can be low down on the managements list!!