We sincerely apologise for this situation. This isolated incident does not reflect the service we strive to provide, and we regret any frustration caused. We take great pride in delivering exceptional care and value open communication.  Your feedback helps us improve, and we want you to feel heard. After reviewing this case, we found that a team member did not follow standard procedure. We take full responsibility and have taken immediate action. They have undergone additional training to prevent this from happening again. We have also strengthened our internal processes, improving our reporting system to flag any deviations sooner. This ensures we can reach out to family/loved ones quickly and address concerns effectively. Our sincere apologies again.