"Complete lack of compassion and communication, but..."

What could be improved

An elderly gentlemen who had arrived an hour before us, was not seen until an hour and a half after us, even though my friend had a swollen foot and he had a suspected broken rib. He was in extreme pain and crying out and staff ignored him. I approached the receptionist, who then went over to him, shrugged her shoulders and said "what do you me to do about it??!". He started to explain that he had not been given any painkillers by the triage nurse but the receptionist walked off whilst he was talking. He then had to ask the receptionist again who told him that he "had been given painkillers" when in fact he had not. So she checked again and he was right. He was then seen to. The nurse called him to see her, but the gentleman could not get up. The nurse just stood there whilst he struggled and thankfully a fellow patient then helped him. The gentleman was elderly and had mobility and hearing problems. He was perfectly polite and smartly dressed. He did nothing wrong and was treated with disdain by the hospital staff and even worse he was left for hours in excruciating pain without any pain relief and was ignored.