Lok Nayak Hospital — misbehave without any reason

Today i visited first time Lok Nayak Hospital Delhi. It was very bed experience as I saw a Old men(60+ age) struggling to get his X-ray report. he visited 2 or 3 times 3rd floor & 4th floor with instruction of their staff and unable to get his report. i also tried to help him, after discussion with 3rd floor & 4th floor staff, they suggest me to visit at ground floor, where the x-ray test performed. i also went there. there was a lady (Name Mrs Sunita) told me get it from registration counter. i also requested to the person who was working for the new X-ray registration. He gave me a register and said to go back to Mrs sunita. i returned to sunita, As she saw me with register. Said " Kya kru main iska, faad k fain dungi, bahar faink de isko, kal aana aaj nhi milega"
At that time i had to help that guy not to increase any problem to him.
after 5 min again i visited that cabin, there was a guy(name-Ashis) and i requested to him to help me in getting the same. he understand the problem and gave reprint the report. after getting the report i handed over to that old man. i visited to social welfare office 105 at first floor, there was a old lady, she also refused to take complain and sent me to room no 112. she also didn't tell her name to me. in room no 112 there was a two guy(didn't disclose there name even i requested to know their name) not accepted the complain and told me to wait for HoD, HoD also was a lady didn't accepted the complain. Only one thing i want to know, what was the fault of that old man(his X-ray No-20519 on dated 6/6/2018) and what was the fault of me.
his OPD card photo is also attached