"Disappointing Customer Care"

My 18 year old daughter is a university student staying away from home.  One of her friends (also 18) was taken ill, subsequently being diagnosed with glandular fever.  She became more unwell and was unable to drink even sips of water.  She was seen by the Campus GP who assessed that she needed to be referred to the hospital.  As such she was given a written referral and advised to go to A/E at Forth Valley (Larbert).  My daughter accompanied her.  I think it's important to point out that they are young adults who have not had much, if any, exposure to hospital processes.  When they were in A/E the doctor who saw them gave them a bit of a hard time about attending A/E in the first place and stated that the GP should have made a referral etc.  It took my daughter to point out that the doctor was holding  the referral in their hand.  No apology made. 

Blood tests were taken, IV fluids were started, some analgesia was given and then a porter appeared.  At no point did anyone say she was being admitted or that she was to be transferred to a ward.  The porter had the best communication skills of everyone they encountered and asked if they had been told she was to be admitted and apologised that she hadn't been told.  On arrival at the ward my daughter was asked to wait outside until they had got her friend into a bed and they would let her know when she could come in.  Significant time had passed and my daughter had to ask if she could see her friend.  Again, no apology or explanation and nobody had advised if she was to stay in overnight.  When my daughter asked if she would be getting out that evening and should she wait for her she was made to feel stupid when told that she definitely wouldn't be getting out that night and might not even get out the next day.  Again, they are 18 year old girls who had no parental support during a stressful time in a place where they should have been made to feel safe.  I find it really disappointing in this day and age that communication and customer care is so poor.