"Lack of understanding and poor communication abilities"

We kindly asked 1 staff member to try and replace a small drink for our toddler who was requesting an apple juice upon waking up post-surgery. The request didn't get verbally answered and the staff member swiftly left the room with me and my family left feeling unheard. We then asked the kind receptionist and another kind staff member (both female) and both seemed eager to search and follow up the first apple juice request and made us feel heard and understood, which is simply all we expect and presume all staff expect same.

After a short 5-10 minute wait, a staff member entered the room with a full course serve and began placing the plate down whilst saying that we need to feed our kids and that it's not their responsibility, and walked out. It definitely left an awkward feeling amongst my family and this staff member.

In my opinion, this staff member showed negative body language and demonstrated their lack of understanding and poor communication abilities towards myself, my kids and my partner.

We respect what you guys do although we believe problems like this could have easily be avoided with the right communication and necessary cultural understanding, thanks and appreciation of the opportunity to feedback.

I could go on about a few other incidents with the same staff member again, however, I feel it comes down to respecting people regardless of race, power or identity.

I feel it was very disappointing by the staff member. Hope to see immediate improvements guys.

Thanks.