"Reception Staff need re-training"

I attended A&E at 10pm and was told there was a five to six hours wait. The waiting room was packed and people becoming fractious. A very elderly gentleman went to reception to inquire about how long left he had to wait. I'm not sure what the receptionist said to him but was told he wait longer. When he walked away I watched two reception staff laughing at the man. After 15 mins the elderly gentleman went to reception again to tell them they couldn't wait any longer. I could see the two receptionists laughing again at him and his wife. It wasn't funny. In fact just reminded me of playground bullying. These receptionists need to realise 0 sick people = 0 jobs!! I am disgusted and going to make a formal complaint as I'm not letting it go!!