"Rude receptionist"

My gran was admitted to ARI then moved to ward 105 due to lack of beds. As I work at the hospital myself I had nipped along to grab washing and drop washing off. I had been standing at her bedside as a doctor came in and asked if it was ok for her case to be discussed as they had some new information regarding her terminal cancer diagnosis, I then took a seat. In this discussion we were given some traumatic news. Of course my gran was very upset and distressed when the doctor had left so I had remained in her company to ensure she was ok.

The receptionist appeared with their pen and notes to get my contact details as I was her visitor of the day. I am well aware being NHS staff that you get no privileges as I quote the receptionist had stated and that I should be well aware of this but due to my Gran's case and the devastating news we had just received and also having being told by Macmillan it was ok to do so due to her terminal diagnosis.

My Gran was obviously taken aback by this abrupt and quite frankly rude receptionist and my Gran had asked why this was, was it COVID related? To again the receptionist said COVID is still a thing you know, it is rife. My gran has not left her house this year until being admitted, she is unaware of everything going on in the outside world at the moment so to be spoken to in a rude and patronising way is awful. My gran had said I just worked along the road and had nipped in for washing but the doctor had came so I had stayed to see what was happening but that I was not her visitor of the day to which the receptionist had said your having a seat are you not? and being NHS staff I should be well aware and there are no privileges. I had explained to her that I am well aware of this but due to my Gran's circumstances that was why I had taken a seat and I was very lucky to be there at this time due to her being hard of hearing and saved her being on her own for the news we had been told. My Gran had said my daughter will be in this afternoon then my son in the evening and again in a rude and patronising manner the receptionist said your son will not be coming in, my Gran now very distressed and upset that her son now can not come in that evening to see her. 

I am utterly shocked, saddened and hurt by the way the receptionist would speak to a patient and family never mind a palliative patient. Being employed by NHS does that not imply we should have care and compassion towards our patients and relatives? I really hope this member of staff can receive further training in empathy and people skills in the future and that no other family has to experience this.