"Abrupt and unhelpful PALS person"

I just got off the phone with a terrible PALS service person from the hospital she was rude,abrupt unhelpful unfortunately I am unable to give the name she said we are not suppose to give our names .I ask the name because I need to call her back with my mums hospital number or the NHS number, My mum lives in a nursing home and she was rush to the A&E on Friday 18/05.2019 for a scan for DVT then as they didntt do scans in the evening Mum was kept at the Observation for one night Saturday they did the scan and was send her to the care home without a discharge note mums doctor and the care home was asking for the discharge information...we were told by the team at the hospital that they will send direct to the doctor and the care home it is 4 days and we are still awaiting for the discharge note .today I call the observation and they were not helpful so I called PALS to get some help the woman who answer the phone said to me O this must be with the doctor of your mum I said no he has not received or the care home so can you please look in to this matter I gave mum name and date of birth she said cant deal with this that I need to provide mum hospital number so to call back I ask for her name she said why do you need my name I said to call back no we don't give our name and put the phone down I got mum hospital number and the NHS number and call her she didn't take any of my details and said I will send an email to the people concern I ask may I know how long this will take to be resolve she said I don't know and put the phone down I am surprise you employ people on PALS to talk to people like this I am very disappointed and shocked the treatment I received.