"Some uncaring staff"

My 93 year old mum was admitted to urgent care due to a C.Difficile infection. She did receive adequate care and received appropriate treatment. However, some of the staff were indifferent and occasionally unkind. Each day we had as visitors to ask for her water jug to be filled. On one occasion 3 staff were looking at photos on a mobile phone. I had to wait until they had finished laughing and joking before I was even noticed. I then asked politely for water. Shouldn’t there be a daily routine for this? If we hadn’t asked, mum would probably have forgotten to drink especially as her jug was nearly always empty at visiting time. (The phone was then quickly and sheepishly slipped into the pocket of a member of staff.) On another occasion my mum was told sarkily ( not in a jokey fashion) by a member of staff that she would not be provided with either tissues or toilet paper and that they had to be paid for. Mum does not have dementia but believed what she was told and became anxious. Many staff were caring and kind but surely this low level mean behaviour shouldn’t be tolerated especially when patients are vulnerable. I was anxious about my elderly mum and felt that she could have been treated at times with a little more respect.