"Attitude towards an elderly patient"

Hi there

I hate to complain about a service when I know how hard the majority of your staff, doctors etc work, but I visited the hospital recently and was quite upset by how I felt one of the reception staff treated an elderly man who had English has his second language.  I was in line waiting to be seen in the outpatients reception and elderly man was being dealt with by a young staff member.  He greeted her, she didn't look up or smile and barely acknowledge him.  She asked for his referral and he tried to communicate that he had already been this week for his blood tests so they should have the referral on file.  The girl couldn't see it on the system and got really annoyed with the man. She then went to write on piece of paper (I guess instructions for the next receptionist), but then ripped it up in front of him saying - you know what...don't even bother, go to the next desk.   

I happened to be waiting at the same time as him in the next waiting room and this time he had a very nice receptionist who found his referral (it was on a different system).  I was really upset and angry about how the other receptionist had treated this elderly gentleman who obviously had English as a second language. In my opinion, the receptionist was rude and ignorant.  Obviously the staff there are very busy, but she still had time to look at her phone and have a chuckle about something.  I believe there was absolutely no need for her to be so dismissive towards him and I feel she clearly needs more training or being front desk is not the right position for her.  The rest of the staff I dealt with that day - doctors & admin were amazing and it's a shame that one staff member who it seems clearly doesn't care, lets the whole team down.  I would love to know that she is going to be given some more training or observed because it was not on!