"Not impressed"

visited the st pauls eye hospital today and was quite shocked to hear patients being asked their reasons for coming to the eye hospital today in the corridor where patients were waiting to be seen, and not at all impressed with whom we believe to be the sister and another member of staff arguing over whether another patient should be given preferential treatment as the patient had missed her appointment time,the lady said she was not willing to push her forward in the queue and the other lady saying dont phone my complaints department when she complains again, after this had happened two members off staff walked past and quite loudly saying " we dont half take some rubbish here", This we feel does not give a good impression to the hospital. Our daughter had a similar surname to another patient and my daughter went through when believed it was her name called, where the member off staff carried out a eye check only to discover it was not my daughter that was called when surely my daughter name date of birth and address should have been checked before any of this happened, and could have turned into a serious incident against the trust.