Daisy, who is supported within our Community Services in West Wales, has recently achieved something truly empowering — taking the lead in showing staff exactly how she likes to be supported with her care routines. What began as a confidence-building exercise has grown into a brilliant example of collaboration, communication, and person-centred support.
Scheme Manager Kayleigh explained how it started: “We recognised that Daisy sometimes found it difficult to trust others with her care routines, and this could understandably make things feel stressful. We wanted her to feel heard, and she was really keen to be involved in showing us what works best for her.”
With support from PBS Practitioner Gareth, Daisy began demonstrating her preferences step-by-step, guiding staff with patience and clarity. She talked through her routine, explained her approach, provided feedback, and helped create a grab sheet to support consistency. Staff listened, asked questions and practiced so they could get it right, with Daisy proudly overseeing the learning process.
Kayleigh reflected: “Daisy communicated exactly how she liked things done and supported staff to learn in a positive way. Watching her take ownership and lead the team was wonderful.”
Once Daisy felt confident in the team’s skills, she introduced certificates — transforming the experience into something fun, celebratory and truly hers. A standout moment was when Terry received an award for Outstanding Performance in Hair Washing, a routine Daisy now approaches feeling comfortable and understood.
Alongside this brilliant achievement, Daisy also received a Leaps and Bounds Award for her bravery and personal progress — a moment the whole team celebrated with pride.
“Seeing Daisy present certificates with such pride said everything,” Kayleigh shared. “She loved being the one teaching us, and it really built her confidence. The staff enjoyed it too — it felt like we’d learned something together.”
The impact across the service has been significant. Daisy now feels more at ease during her routines, while staff feel more confident and better equipped to support her in the way she prefers. It has strengthened trust, communication and relationships, bringing the whole team closer.
Kayleigh added: “For Daisy, this has been empowering. She’s shown everyone what she can do when she’s given time, involvement and encouragement. For staff, it’s been a reminder of how valuable it is to learn directly from the person we support.”
The team hope to use this approach again — encouraging those they support to take an active role in shaping their own routines and goals.
“When the people we support lead the way, outcomes are better for everyone,” Kayleigh said.
Daisy has proudly expressed how happy she feels knowing staff are following her guidance — especially when handing out the certificates she helped design. Her ownership, joy and confidence throughout the process show just how meaningful this experience has been for her.
This story is a shining example of person-centred support in action — driven by Daisy’s voice, strengthened by teamwork, and built on trust and empowerment.
