My T is pretty flakey about stuff like that poem you mentioned. She's occasionally forgotten to return my call, and once to attend a virtual appointment.

She also has apologized every time she's forgotten something, or me, and every time I've told her that I was hurt by something she said (or didn't say). That's not to say she takes responsibility for my misinterpretation of her words (when that happens), but she does say she's sorry that's what I heard, and that it hurt.