Really sorry you've had to go through this merlot; attending hospital at any time is stressful enough without having to sidestep a bloke who thinks he's a bouncer at a nightclub. You've done the right thing in escalating it to PALS and they should get back to you with their findings in about 28 days. The current situation seems to have brought out the very worst in some people who appear to have been waiting for this very moment to be made to feel so important.
During lockdown #1 I had a similar experience in a local Tesco Express store when a security guard was under the impression that he had to follow customers out into the car park and photograph them and their car registration plates. He only lasted 1 day!
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