"Mistaken identity"

A friend of mine was admitted to Royal Perth Hospital recently. They had texted me in the morning to say they had suffered severe hip pain and had called an ambulance and been taken to the Emergency Department. When I phoned the hospital I was told they could not give me any information as I am not related. My friend's sibling (next of kin) lives in the Perth Hills and cares for their spouse who is blind and a paraplegic.

I am their closest friend and concerned because they live alone and has a pet which needs feeding. I phoned the Emergency Department later and, with much pleading, again requested information. This time the person who came to the phone told me my friend was very very ill, very confused and would not be leaving the hospital any time soon because they have a brain tumour. I was extremely distressed by this news, as you can imagine and was trying to think how I could get to my friend's home (an hour away from mine) to feed their pet. Ten minutes later, the phone rang again and I recall the nurse said that they're very sorry. They gave me the wrong information -they had the wrong patient. My friend is with the physiotherapist, has severe arthritis but should be discharged tomorrow.

I have since learned that my friend’s sibling was given the same incorrect information. How could this happen?? I feel it's totally unacceptable. I later learned from my friend that they had not received any liquid or food - because it seems they had been mistaken for the wrong patient again! I think this is unforgivable and would like an explanation. I believe no apology was made to my friend, but understandably their faith in the health system has been severely damaged, as has mine. Please respond.