"Attitude of reception staff"

After waiting according to the rules to book my mother into her hearing test in the Audiology department at outpatients today; I was met by an exceptionally frosty member of staff. After confirming my Mother’s name, appointment time and details, I asked if they also needed to see her letter. The staff member didn’t look up at me or answer, just ticked a list and abruptly said that I couldn't stay in there, only the patient, so I’ll have to wait outside. I said I am Mom’s carer and have escorted her as she’s partially sighted and very hard of hearing so she wouldn’t have been able on her own. I was told in a very sharp tone well you can go now, the nurse will help her. I explained again as her disabilities aren’t obvious. They just shrugged their shoulders and carried on looking at the list. I thought this was unnecessarily rude and uncaring. It can be tricky to communicate through masks and screens whilst trying to assist someone who is also disabled without someone being rude and unfriendly in a place if work that is designed for caring.