The Ombudsman's (2011) report is a chastening reminder that the NHS does not always succeed in upholding the values of care and compassion in its delivery of care. The ten case studies lay bare the poor attitudes and indifference of both individual practitioners and organizations towards older people when they are at their most vulnerable; a time when they need a supportive environment and high-quality health care that respects their individuality. Of course, no amount of protocols and dictats alone can guarantee high-quality medical treatment, good communication with shared decision-making, and 'treasuring' of individuals regardless of age. Individual practitioners need to champion the core values of their profession, and shame those who do not demonstrate them in their everyday practice. Sadly, nine of the ten case studies relate to care at the end of a patient's life, leaving an enduring legacy of regret with their families.