I can only apologise. This is indeed against our policy. This sort of information should never be left as a voicemail. Instead, we would normally just leave a message to call us back. All I can offer, by way of an explanation, is that the messages were left by an agency nurse on night duty. She is a very experienced nurse and I would not have thought that I would need to explain this to her, but it seems like I do. I will talk to her before her next shift with us. Very sorry once again that we made things worse, at this difficult time.