"loss of compassion"

I have a relative in the hospital and had the misfortune of speaking to a social worker in the hospital. I felt that the social worker I spoke treated me in patronising, condescending manner. Apparently lost phone connection, when I rang back ask why this happened my fault? ?
Never have l been so upset, in tears, I thought social worker cared, I think that they need to listen. Walk in the shoes of the family members who only want the best for their family member.