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Anon 12.36, Your comments are unfair. The CSS has been asked an impossible question of which it is supposed to come up with an coherent answer yesterday. The reason it can't do so is because the central policy is all over the show. The HR issues alone are immense. CCG's who crticise should perhaps take a more mature approach and find out why customer service isn't top notch. Staff are being put through the ringer and then supposed to come out smiling and say "have a nice day". A reality check across the board is required here. Unless the secret agenda is to make CSS's look so bad in the eyes of the GP's that they go to the private sector.