"Some amazing staff let down by attitudes of others"

I first attended this hospital last autumn, when I was seen in the early pregnancy unit after a traumatic bleed. Staff in this department were amazing. Compassionate, thorough and respected how scared I was. Fast forward a few months to having growth scans. Received a text message the day before my appointment telling me to be there at 9.20am, not a problem, didn't have anyone to mind our 4 and 5 year old children so brought them with us to see their baby brother on the scan. An hour later we still hadn't been seen, so I asked how long it was likely to be as my daughter had an appointment in a hospital in Chester that afternoon. I was told that my appointment wasn't until 10.20. I showed the member of staff on the desk the text message and they said 'yes quite often they are wrong'. No apology, as if i should know that these messages aren't accurate! My children were getting restless by this point so I asked if I would have time to take them to get some breakfast, and was again treated with disdain by the same member of staff who said that we would be seen shortly so to be back in 20 minutes.... We came back in 20 minutes... And waited.... 45 minutes or so. Said member of staff told my children off for playing by the entrance of a room. By this point I'd had enough and left in tears, 3 hours after arriving. I understand that emergencies happen, that waiting is often inevitable in our overstretched NHS, and I don't mind this. What I do mind is the attitude of staff such as this lady in customer service based roles. Needless to say I have now switched hospitals, and at a growth scan at my new hospital, I had to wait - but the reasons for the delay were explained courteously and without patronising me, and my son was treated like a human.