"Poor attitude on reception"

I had bought my son with a head injury to GoodHope hospital upon arrival we was triaged by the nurse at the door and then directed to reception. 

As I got to reception at Goodhope. A staff member asked for my son's name. Which I provided and then they asked for his surname again. They were not pleasant about it. I was then asked to spell his name out and I presumed the mic was not working or perhaps they were having difficulty finding the match. 

I spelt the short name out to help as it seems they were struggling and was very abruptly responded to in a sharp tone with an eye roll.
 

Another colleague on reception pointed out the name and passed a short smile to me, I believe could see their colleague was being awkward. The receptionist confirmed my son's name and our address. 

People do not attend hospital when everything is well; people attend hospital when they are worried or concerned or are in pain mild/ chronic/ severe or discomfort. I feel it is absolutely paramount that reception staff have a compassionate and emphatic approach.