What could Bill have done to improve the situation?

The infusion center at Carbondale Regional Hospital provided transfusion services for a number of patients. Today, James Williams was coming for a treatment. James suffered from sickle cell anemia, an inherited red blood cell disorder that causes significant pain. He received a blood transfusion every few weeks, and each time he was unruly, unkempt, and mean to the nursing staff. Knowing James was coming, the unit manager, Rachel, decided she would personally meet him this time as he came to the center, to get to know his side of things a bit better and shield the nursing team from his usual behavior.
Rachel walked into the unit only to find James already there and upset.
It was not long before Bill, the hospital’s manager of patient relations, was notified that James was unhappy and he also arrived on the scene. James told Bill that the nurses had refused to treat him and told him that he would have to come back another day. James had paid transportation to get to the hospital and now would have to come up with the money to return. In addition, because the transfusion takes much of the day, James had been offered a meal to eat during the procedure; but the staff member who brought it had stuck her thumb in the food as she served it. James was not happy.