"My concerns were not listened to"

My grandson was recently referred over to the RHC from his GP but unfortunately he felt very unwell when we arrived in the car park , a gentleman noticed and very kindly helped and a staff member from the main entrance got us a wheelchair and took us round to the ED Entrance. I would like to thank the staff member, she was so nice and helpful.

When we arrived into the waiting area of the ED I booked my grandson into the department I was spoken with a HCSW, who directed us to the seating area. I spoke with the staff member and explained I was very worried about my grandson and explained what had happened within the car park, but they just replied - yeah, that's fine, take a seat. They did not at any point check my grandson in any way or note my concerns.

We had waited maybe 20 mins at this point when my grandson's mum arrived from her workplace and I was obviously explaining everything that had happened and she was obviously very worried and upset when she seen her son, only for the HCSW to approach me and say that there was only 1 adult allowed within the waiting area. This to me was very uncalled for. I understand that the waiting area can become overcrowded with   multiple adults, but not to be given the opportunity to support my daughter and grandchild is definitely not acceptable in these circumstances.

When my grandson was eventually called to triage he was triaged as a cat 2 and was very quickly seen by doctors and nurses as he was very unwell.

I would like to know firstly why my concerns were not listened to when I first presented, if a staff member is monitoring the waiting area why did they not pick up on this ? And 2 where did this rule 1 adult only come from? I have checked through the NHS policies and cannot see this anywhere, is this just a local agreement made by senior staff within this hospital?