"Laser Eye Surgery"

My Mother attended the RBH for Laser Eye Surgery today. She was asked to position herself and the stay very still. My mother is 85 years old and found this very difficult.

I understand the importance of this and indeed the ramifications but I fail to see how the doctor raising his voice is going to help. Why was there not a nurse in the procedure room to reassure and help my mother? I would have thought this would be obligatory.

Surely it is not permissible for doctors to raise their voice to patients? On the plus side my mother was very impressed with her surroundings and everyone else she encounter.