>> heb bert wiener. this is very complex. i don't pretend to understand it. i'm sure the average individual who is beneficiary of the health services system will have a difficult time. basically, i think despite the comprehensiveness and effectiveness of any system you are going to need an advocate to guide them through this mind field. you need an advocate and you are probably going to have to put out a pamphlet saying you are right at hss. and it should detail every situation. like for instance, if you have a medical emergency and none of you guys are available on the weekend, that is going to be very important. it's what you can do. it's not simply a question of dialing 9-1-1. so i think that it's a good idea. what we want to do is we want to make access to the system more easy. and i can remember 30 years ago if i had a problem with hss i would go to the supervisor represented on this board and talk to their secretary and they would wrestle with you guys for about three months and finally, we want to have really efficiencies. i don't pretend to comprehend