"Low regard for patients families"

Received a call out of the blue from the physical health nurse. This nurse gave me an unnecessary, and totally uncalled for, interrogation about my relative, before what I felt, coldly and callously telling me that said relative had cancer. Not one ounce of empathy, but instead a  conversation full of ambiguity and totally unnecessary medical jargon. 

This nurse then went on to tell me I would not be able to attend a follow-up hospital appointment with my relative relating to their cancer;  and that if I wanted to do this i'd have to contact the cancer care team myself. The staff member told me in no uncertain terms that their team would be going and they'd tell me how it went.

I felt the staff member alienated me and tried to make me think that I had zero rights as a relative. Disgraceful.

I am struggling to find the words to articulate just how unprofessional this person was to me. Zero care, zero regard, zero anything. All of this coming from someone who is heavily involved in my relatives care. 

All of this is something which is now giving me immense cause for concern.

I raised a complaint with a senior member of staff, however, I'm awaiting further details on how to ensure my complaint is formalised. 

I have grave concerns that complaints fall on deaf ears and that a culture of disregard is common place.