It’s not done down the phone but in person without the various professionals involved there and that’s if they were stupid enough to say anything at all without a formal complaint being made first.I just watched the first part, god knows who was on the phone but it definitely wasn’t a professional! She didn’t know for sure the results, she didn’t know why it happened, she was contacting people via email for more information etc. health professionals know what they are talking about, they have all the information in front of them before they tell someone a mistake has been made
There’s a reason people are told to employ legal specialists in medical negligence.