"Covid-19 vs Patient cantered care"

My wife was denied a chaperone when she attended the Golden Jubilee Hospital to have a colonoscopy.  There was no receptionist in attendance when we entered the building for her appointment at 12 noon.  A security member of staff confronted us in an unfriendly unhelpful manner and denied me the right to accompany my wife to the Scope Hub 2020 reception which was on the 3rd level. My wife is 73 years old and currently requires two sticks. She detests going into lifts on her own and was unable to use the stairs in her present condition. The staff member merely gave directions and when we showed our concern he said you could use a wheelchair.  When I attempted to find out when I should return he indicated it would be at least 3 to 4 hours.

My wife was visibly upset and she later told me that her journey from the reception was horrendous and it affected her nerves and blood pressure.

The actual clinical procure was excellent but tainted by the lack of respect, dignity and patient centered at the front reception. When I accessed the building prior to collecting my wife I had time to observe the reception area and the staff member on duty was exceptional and I noticed he did not deny anyone from accompanying patients.

Although I acknowledge the need for safety during the pandemic, my only desire was to support and accompany my wife to the reception on level 3 by opening doors and help with accessing and leaving the lift. 

My wife had detailed her need for support during her appointment but her form, mailed from the hospital, was never requested or read by anyone during her visit.