All very reasonable - of course

I have received a response to my complaint about my treatment at my last hospital visit. All the explanations and apologies are, of course, very reasonable, so why do I not feel reassured that it won't happen again?

All staff involved have been "counselled" and they realise, in hindsight, that their responses to me were not necessarily the best they might have made - apparently. They are sorry. Are they really? Or are they just sorry that I complained? They didn't realise x, y and z; why not? Why didn't they check? Why didn't they ask? Why did they "just assume"?

Not good enough - but nothing more to be done now. I have an apology. I have reassurances it won't happen again (we'll see) and it's time to move on.

Let's hope that the treatment of other patients has improved as a result.

But why is it that the handbasin in the examination room is positioned so that staff have to stay in the cubicle while patients are dressing? Something not quite right about that explanation...