"Rude staff member"

I observed for over 1hr 10mins a member of staff hand out tickets and forms to patients attending a clinic. I witnessed  such rudeness from this member of staff to  patients over this short time. I was in utter shock of how their abrupt, aggressive behaviour was not addressed by colleagues. This staff member wondered out of the building without notice for a smoking break mid an extremely busy clinic time. 

Patients were greeted with a tone of voice of utter bluntness as they approached the desk and the member of staff appeared to be on their mobile phone. These patients were told to wait outside or go home as they were not able to help. The patients were asked to wait in the rain and no help was given to offer these people a seat as many were old and infirm. I witnessed patients directed to main receptionists while this staff member had many breaks. The main receptionists who were extremely busy but most pleasant, polite and efficient. 

I have to say I would choose to travel to another hospital rather than be met with utter distain from this member of staff again. Training on manners and politeness would not go a miss and banning of personal phones in  clinic time  

I will however praise the main receptionist and information desk receptionist for handling such a busy clinic.