When you juggle your work commitments and you make an appointment, you sort of expect to get the appointment validated. You don't expect to wait for five hours at the Highbrook facility in East Tāmaki in Botany. Then an 81-year-old woman comes in yesterday with her daughter, makes the time to come in and do it, and she's not seen. She's turned away because there's a whole bunch of walk-ins. It's a shambles. It's a messy set of signals being sent out to the public, and it just underscores that there is no system, that there is no plan, and that we can't get things done.