"Rude and unhelpful"

I made a call to request a reasonable adjustment for my investigation as I am a disabled, immunocompromised individual (as is my right as a protected individual under the Equality Act 2010).

The first person I spoke to was polite but needed to pass me off to someone more senior as I was making a more in-depth request. When I got on the phone with them I started to request that the professionals working directly with me wear face masks (in line with the NIPCM guidance as a matter of standard infection control precautions as I am an immunocompromised person and more susceptible to infection and adverse effects from infection). I could barely get even a few words out. They kept talking over me, told me COVID is over (which is factually incorrect) and kept not letting me speak. I thankfully was eventually passed off to someone who I believe was more senior (and who complied with my request).

The second person I spoke to was incredibly dismissive and seemed ill informed about clinically vulnerable people and their needs. I have made similar calls to other hospitals in the Greater Glasgow and Clyde system and had perfectly polite and understanding interactions that are in-line with NIPCM guidance taking into account the risk to and from the individual for whom care is being provided. I am a chronically ill person who needs care. Instead this person talked over, and gaslit me. I am even more anxious now for my upcoming appointment after being treated so poorly.