"Upset over appointment being on and then off"

My friend recently had a bad few weeks with her mental health. The crisis team were involved and her CPN had promised my friend that she would speak to the psychiatrist and ask if she could get an emergency appointment. The aim of this was to get my friend's mood back to a therapeutic level, so she could work through her difficult feelings. The CPN explained that a change in medication or dosage would really help and that was the main thing they needed to do for her.

So on the Tuesday, my friend's CPN had a meeting with the psychiatrist, and then later visited my friend and told her that the psychi had agreed to see her on the Weds. My friend was told by her CPN to wait in on Weds, and the CPN would call her with an appointment time for that day.

At 4.30pm my friend got a phone call from her CPN, who simply said "oh my mistake, the doctor won't see you". This obviously upset my friend and she felt very hurt. She told her she didn’t want to speak to her and hung up on her CPN.

My friends partner did call back to get an explanation, but did not get an explanation as to why they were told she was seeing the psychi and then suddenly she wasn't.

On the Thursday my friend had calmed down and wanted to speak to her CPN to explain she'd got upset on the phone. But her CPN never returned her calls, or my friends mum's calls either.

The crisis team were told by my friend what had happened, and they have said they will get in touch with the CPN and find out what is going on. They were very understanding with the fact that sometimes patients can get upset and say things, but my friend was not abusive or aggressive with her CPN.

Surely a phone call from her CPN to put her mind at rest would have been better than simply ignoring her?