"Treated appallingly by clinic staff"

I have just attended an outpatient appointment at ealing hospital (etharn22). I am appalled at the behaviour of the staff at this clinic. They moaned at each other, ignored the patients around them and were out rightly rude to us. I was shouted at for sitting in the wrong part of the waiting room. It was unnecessary to talk to me so rudely. One gentleman next to me politely asked how long the transport would be. He was told in no uncertain terms that he had to sit there patiently and wait. He had been waiting 1.5 hours already. No attempt was made to ascertain an eta for him. I feel so furious. Basic customer service training is needed. I tried to locate a friends and family form from the patient services team and they looked at me blankly. Knew nothing about them. The forms were advertised on the notice board just along the corridor!