This is more hospital/doctor's office related than the ER in particular...
But I was rather irked, to find posters all over the reception area in our hospital, that requested that the clients be polite and kind and not to call names, etc.
Ex. "Rudeness will not be tolerated!"
Yet the staff were chit-chatting about their weekend, munching on cookies, and otherwise taking it easy while clients were waiting and the line-up was getting longer. And no, it wasn't break time...I know they are supposed to break in the coffee room or elsewhere...not in the work area.
Why can the staff be rude if the clients can't?