I'm always amazed at how personal everything still is in Germany. When there was a problem with a tax form, I got a call from a guy at the tax office who gave me his name and number so I was able to call him back with any other problems. When I had to get insurance for my mother in law's car, I got a call from my MIL's insurance to discuss a discount. Referred to surgeon? Doctor called surgeon, made an appointment for later that day and every day for the rest of the week.