marni - write to the CEO of the hospital. It's very possible the staffers will be spoken to about their attitudes. A friend of mine has a brother who is an oncologist. He said that there's a big push these days to get hospitals to be accountable for patient satisfaction. Basically teaching doctors how to be kind and attentive to their patients. I would bet this holds true for other hospital staff too.

It helped when my dad was in the hospital, and I was dealing with the King of all A$$holes who called himself a doctor.