That's odd, because I was clearly told in my hospice training that discussing a patient in an area, *such as a hallway* was a violation because the conversation could be overheard. It's probably best if she report it and let them decide if it warrants further action.
And, OP - I completely get going to Urgent Care first too. I ended up in the ER last night with an asthmatic child. Getting her treatment took 4hrs whereas, if the UC facility would have been open, we could have been done in less than 2. I called our PCP and he said go to UC, but sadly they were closed. We went to a satellite emergency room, which was nearly empty...but my dd came out of the ER hating hospitals and their waste. I can't imagine how much worse it could have been at the big, busier hospital ER. She's had two negative experiences at the ER treating an asthma attack. It's going to be very hard to convince her she needs to go, if there's a next time.