Something I keep coming back to and cannot resolve, about the NHS specifically. Dealing with it is slow, repetitive and frequently maddening. You give the same information four times. You wait on a line. You are asked to confirm a date of birth by three separate people in one building. Nobody who has used it recently would describe the experience as pleasant. And I trust it completely, in a way I do not trust any organisation that has ever been pleasant to me. I think those two things are connected rather than coincidental. It has to be procedural because the procedure is the accountability — the repetition is a check, the wait is a queue somebody is being fair about, and the four separate confirmations exist because getting it wrong is unacceptable rather than merely bad for retention. Which leaves me unable to answer the obvious question. When somebody says the NHS should be "more like Amazon", what exactly are they asking for? Because I cannot tell whether the pleasant part can be separated from the part that owes you nothing.