Knowing the person

A life story helps everyone who supports the person. It can guide how you greet them, what you talk about, and what might feel meaningful or upsetting. It also reminds the team that this is a whole person with a past, a family and a lot of skills.

• Their preferred name, and how they like to be addressed.
• Important relationships, including friends, pets and community.
• Culture, language, and spiritual or religious practice.
• Work, interests, achievements and the things they are proud of.
• Migration or life experiences that shape how they feel about places and people.

Familiar routines can be reassuring. Small details often matter a great deal: the way someone likes their tea, the time they like to get up, or the music that helps them settle.

Sensory needs can change how a person experiences a day. Glasses, hearing aids, lighting, noise levels and comfortable clothing can make the difference between a calm moment and a confusing one.

• Daily routines, and what a good day looks like for them.
• Food and drink preferences, including cultural and religious needs.
• Vision, hearing, touch and sensory sensitivities.
• Communication preferences: how they like to be spoken with, and what helps them feel understood.
• What helps them feel safe, and what makes them feel uneasy.

Offering choice preserves dignity and a sense of control. Even when someone needs a lot of help, they can often choose between two options, or show a preference through gestures and expressions.

Personal information belongs to the person. Share it only as your workplace policy and the person's consent allow, and record it where the team expects to find it. Families, advocates and other supporters often know the person well, and their knowledge is valuable. The person's own wishes stay at the centre.

• Offer simple, real choices, such as two clothing options or a choice of drink.
• Ask before using personal details, and follow your organisation's privacy requirements.
• Listen to families and supporters, while keeping the focus on what the person wants.
• Record what works, so others can build on it.