"Rude careless staff"

My mum was admitted to ward 2 at Hairmyres hospital recently. We were given visiting hours of 12-4 and 6-8. I have travelled back from another country. We visited the hospital at 12 one day, and we sat with my mum.

A person then came in and stated they didn’t even know who the patient was, although it was very clear as only one person had a canula in her hand and if they had checked the board above my mum's bed and said her name they would’ve known who the patient was. They then said we shouldn’t be there as it wasn’t visiting hours, and we would need to leave. We explained we have been told these are the designated visiting hours and they left. They then stood at the door of the bay and shouted at someone and walked away. I had no idea who they were talking to. A nurse then appeared to ask us to leave. I brought up John’s campaign and they stated it was for patients who are in a private room and have dementia. I have seen complaints about this issue before, and feel that there was no bed side manner from individuals. My concern is if that’s how they speak to visitors, how are they treating patients who need to be cared for. 

It felt to me like they were making the rules up as they went along, and if in fact John's campaign is for private rooms and dementia patients then this should be advertised on the website along with the information on when we can visit other patients of the hospital. I wouldn’t be so angry if we were spoken to with compassion and had a discussion around this.