We have talked about complaining but then John may find himself in that ward again very soon and they could take it out on him.
So sad to read all that. Totally unprofessional.
The other side of the decision as to whether to complain has the same problem: John may find himself in that ward again very soon. And they may be equally unprofessional.
If they know a formal complaint will be lodged if that happens, just like this one, that may lead to a more professional service. The squeaky wheel...
If you decide to complain I suggest the method I use. Complain via their official channels but send info copies to every possible other interested party: the doctor, the hospital administration CEO, the head of nursing care, the NHS chief, whoever you can think of but always at the highest level.
The higher-ups may file it in the bin but the underlings can't be sure of that when they notice the carbon copy addresses.
But I know there is the risk you are concerned about. Tough decision.