You do understand a hospital is a business. They need people to come there to make money. They want to smooth over the customer, not irritate them. Word of mouth is very powerful. A reputation once lost is hard to regain. You're going to find rude customers in virtually every business sector. No getting away from it. Unless the behavior puts employees in danger, administration us always going to try and keep them happy. People are going to be rude and employees cost money, not bring it in. So I learned from many years in business services.