It is a difficult one to discuss because as Bednobs says, the recipients are quite small in the overall scheme of things and their needs are very varied - cases like the ones in the article are great headline grabbers.
We all have instances where things worked and seem fair and where they failed and seem heartless,impossible to please all.
My Husband so wanted to see the gardens and water before he went, his wheelchair arrived 4 hours after he died from brain tumours,I don't blame anyone for that, it just happened.