Some parts of the book could make you smile or cry or do nothing at all! It is about the endless struggle to make the end user happy from one side and the carelessness from an award-winning organisation from the other side. It is about the weakness of a system believed to be strong. I recommend this book to anyone who is interested in the reality I experienced in the UK care industry. The message of the book is not absolutely the bad that is behind the scenes; rather it highlights the vulnerability of a system that should work perfectly a system that costs lots and lots of money to the taxpayer, the government, and the end user. It highlights the vulnerability of the system because of the human nature that talks of selfishness, laziness, carelessness, or, with one word: human frailty. It is strange to use these words about something that is meant to reach exactly the opposite target. Everybody has the right to have their own judgement to decide what to feel about the written facts. I have also highlighted the legal slavery of the modern age. A chain is only as strong as its weakest link. (Thomas Reid's Essays on the Intellectual Powers of Man)