I thought it was a good piece. It was not just the use of the first name at all. That completely misrepresents the treatment she got, including being shouted at for asking nurses to be quiet in the night at the station so that she (an 80 year old with terminal lung cancer could sleep). I've been on the receiving end of horrible, lazy, cruel nurses too, and it was an horrific experience.
No, you don't have to whisper when speaking to doctors, but I have been in wards where nurses discussed last night's EastEnders loudly at 3am. If that's the situation, then fair play to the lady complaining. I am sure you do a great job but there are nurses who do not. I can also understand how annoying it is for a whole profession to be represented a certain way, but then it again it's not just nurses. My DH works for a council and there is far more mileage in scornful articles about lazy council workers just after a fat pension payment (if only these days!) He works hard to make people's lives better and it's pretty hurtful. At the same time, I know not all council workers are like that.