Is it possible the Dr was using black humour to ridicule the way the system works? It was still way, way, way inappropriate if so and I can thoroughly understand that a traumatised person and their family would not see that actually the Dr may have been on their side because of the way it was communicated. But remember that is a conduct issue for the Dr and not with ACC itself.
Please understand that I am defending neither the Dr nor the ACC; just observing that may not be a good quote to use.
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