If they kept these contacts in house and employed people to man them it would be better. That way money goes directly to hospital and actual people are there to assist and have the discretion to let people off paying under some circumstances. It must be miserable to be negotiating the stupid ticket system when you are distressed and worried. A proper person to help would make all the difference. But I am harking back to the days when the NHS wasn’t open to any chancers wanting to make money out of other people’s misery!!