The truth is that once you put aside the creepy fawning nationalism around the NHS it's actually got some serious systemic issues that never get properly resolved because it's a political football. It's not "joined up" very well at all, at least in my experience paperwork cockups are pretty much universal. The clinical staff are fantastic for the most part but the way it's administered and organised is almost comically dysfunctional. It's damn-near impossible to actually pin down an NHS service to a concrete date or time to get anything done in my experience, in some cases you just get ignored unless you specifically know that you have to chase them up yourself. I ended up going private at my own expense and the conspiracy theorist in me reckons that's probably the ultimate aim: let the service rot to the point anyone who can afford it will jump ship for the private sector.
I have a lot of respect for the people on the ground at the NHS, lions led by donkeys indeed.