INSPIRE. MOTIVATE. FOREWORD

When I undertook my Review into the and still have something valuable to quality of life and care of older people share. The satisfaction of contributing, living in care homes, using my statutory however small it may seem to us, can powers as Commissioner, it became very have a big impact upon residents’ lives. clear that the best things that happen in our care homes are often not set out in Similarly, opportunities to spend time care plans, but are the little things that chatting with care staff over a cup of tea, make a big difference to people’s lives, sharing laughter and affection, can have ‘magic moments’ recognised by residents an equally big impact upon residents, and their families. making their day-to-day lives more enjoyable and reducing their risk of When care and support is centred around becoming lonely and isolated, something these ‘magic moments’, residents are no that, as documented by my Review, can longer treated as people to be cared for, have a devastating impact upon their but as individuals connecting to others wellbeing and quality of life. through shared interests and experiences, something that creates pathways to As the needs of older people living in care essential friendships, even for those who homes continue to change, it is vital that may no longer be able to communicate we do not lose sight of just how important verbally with those around them. even the smallest of things can be to an individual, the positive difference that a Care staff who share ‘magic moments’ ‘magic moment’ can make to their life. with residents can respond more effectively to their emotional needs, The good practice shared in this booklet something that is essential to move away is a celebration of the innovation and from a task-based approach to care commitment of care staff across Wales delivery and create care homes in which and I encourage care providers to use people feel loved, valued and appreciated it to create their own ‘magic moments’ for who they are and the contribution that so that older people living in care homes WE they can still make to the lives of others. can have the best possible quality of life. The ‘magic moments’ in this booklet provide real life examples of how small things, such as enabling a resident to assist in the kitchen, can give individuals a sense of value and purpose, as well as Sarah Rochira, providing reassurance that they matter Older People’s Commissioner

MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 03 WHY SHOULD WE to everyone who lives in, visits or works Wales. The DEEP project found that These challenges were: This collection of in care homes. By contrast, the DEEP whilst people are often ‘moved’ by COLLECT AND SHARE l We need to promote positive image s 50 ‘magic moment’ ‘MAGIC MOMENT’ STORIES? project discovered many examples of reading or hearing stories, they have a of old age – no them and us. kind, compassionate, creative and heart- greater impact if they are subsequently The idea of this ‘magic moments’ booklet l We need to see the person behind stories illustrate warming stories of good practice in care explored and discussed with others. came out of the Health Care Research the label or diagnosis. powerfully how Wales funded Developing Evidence homes, which became referred to as The final chapter of this booklet therefore l We need to ensure that all support is Enriched Practice (DEEP) project*, kindly ‘magic moments’. Such moments were provides some simple exercises that can these challenges often ‘hidden’ and did not feature in the be used to help staff, family carers and founded on meaningful and rewarding supported by Joseph Rowntree Foundation relationships. can and are being (JRF) which ran from 2014-2015. The DEEP written care plans, which are the focus residents explore the ‘magic moments’ l We need to focus on the strengths of project sought to bring together older of so much attention. However, when and use them to shape their own learning addressed in care older people and create opportunities people, family carers, frontline staff, these stories were shared and discussed, and development. for them to give as well as receive. homes in Wales. managers and researchers across six they encouraged and inspired others to project sites in Wales and Scotland to create their own ‘magic moments’ in l We need to treat older people as equal We hope they explore how they could use a range of ways that care plans, rules and citizens with rights and responsibilities. inspire more regulations never could. THE JRF PROGRAMME: evidence to ‘make the world a better “A BETTER LIFE” l We need to listen and respond to what magic moments place’ in health and social care services. older people say. We are told that Human beings are The five year JRF programme ‘A Better † l We need to innovate but also pay across Wales. One area of interest for project ‘storytelling animals’ (Gotschall 2012) and Life’ sought to discover and share the attention to the little things that can participants was to use evidence to there is growing evidence to suggest that things that matter most to older people make a big difference. improve quality of life in care homes. we learn and develop most effectively with high support needs regarding quality More often than not, media attention through the sharing of stories. The aim of of life. The programme identified seven regarding care homes is focused on the this booklet is therefore to share a range challenges, which the DEEP project things that have gone wrong, rather than of ‘magic moment’ stories in care homes, encouraged participants to explore the many things that have gone right. in the hope that they will inspire learning and address. This is both unbalanced and discouraging and development in care homes across * https://www.jrf.org.uk/report/developing-evidence-enriched-practice-health-and-social-care-older-people † https://www.jrf.org.uk/report/better-life-valuing-our-later-years

04 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 05 LIFE’S A BEACH FOR CARE HOME FOOTBALL 1 RESIDENTS 3 CRAZY In response to our residents sharing One resident has always been a precious memories of happy summer Manchester United fan. His room has been holidays, we have installed a caravan decorated out with Manchester United in some spare garden space. We have things – so much so, that we are running also imported a shingle and sandy shore, out of space. In February we took him to beach hut, deckchairs and colourful a football match in Swansea so he could umbrellas where they can relax, share watch Manchester United play against an ice cream and even build sandcastles. Swansea City. The trip has really helped Two of the residents said how lovely it as he was feeling quite low in mood prior was to kick off their shoes and feel the to this. He now wants to go back to sand between their toes. The beach has Manchester and see his team play on been a huge success and residents love their own ground. popping into the caravan and stimulating happy memories of yesteryear.

DOLLS ARE 4 NOT JUST FOR A LINK WITH CHILDREN THE PAST The manager had been told that dolls 2 have been used in care homes, but had We observed a person quietly sitting in some misgivings about doing it. She their bedroom. When a lamb was brought decided to try it with her granddaughter’s into the home and introduced to the very lifelike baby doll which she showed person we noted a significant change in to female residents with dementia. They them. They became far more alert and immediately started to cuddle the doll as enthusiastically reflected with care staff a baby. One resident who likes to hold it about their life working on a farm, the says she knows it’s a doll but enjoys animals they had kept (including sheep) holding it anyway. Another resident who INSPIRE. MOTIVATE. and the memories the visit had evoked. doesn’t have children was very taken with it saying she ‘had waited 27 years to do this’. Another resident who is sometimes very unsettled is calmed by being given the ‘baby’ to hold. 06 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 07 LOOKING RESIDENTS CAN ANIMAL PRESENTING AT DECIDE FOR AFTER A CONFERENCE 5 THEMSELVES 7 ANIMALS 9 MAGIC 11 Some people think dolls are too babyish One resident was very interested in Enoch, a 22 year old donkey visits our care One of our residents was invited to be for older people, but we decided to put wildlife and would put food out for home. He switches on residents’ smiles as a speaker at a conference about ‘magic out a doll on a chair, so that residents badgers and squirrels. The manager soon as he enters the room. In return, he moments’ in care homes. This was a big could make up their own mind. One used an iPad to look up information clearly loves the attention and is so well occasion for him and he enjoyed getting resident picked up the doll and cuddled and images of animals on the web and behaved. He gets kisses, pats and hugs dressed for the occasion, sharing his story it – you could see the love and happiness spent some time sharing them with her. and twizzles his ears around to have them and making notes during the conference in her face. stroked. One resident, a 90 year old discussions. He was continually writing his retired science school said “Enoch makes thoughts down on pieces of paper, which my day. He is an amazing animal. We are helped him to develop his thoughts and SHARING THE blessed at this fantastic home to have him ideas for tomorrow and the future, including his wish to visit France. MEETING JOY OF STAFF and his stable-mate Polo visit us so often UP WITH AN 8 GETTING MARRIED because they live nearby” . A carer who 6 OLD FLAME Our home was the venue for a visits his wife who is a resident with dementia said “Jean just lights up when Members of staff in the care home were re-enactment of a wedding of two she sees Enoch. It is wonderful to see the delighted to witness the reunion between of our members of staff on the 11th of stimulation and interaction between this DANCE THE one of their residents and a woman he December 2015 who originally ‘tied the incredible donkey and the residents” . 2 NIGHT AWAY met during the war. She came to knot’ earlier that year. Residents were 1 Pembrokeshire to work as a land girl; he delighted to share in the lives of these A gentleman in our service was unable worked on a nearby farm and a romance staff and celebrate with them. The home to sleep and was not interested in the TV. blossomed. The woman went back to her was decorated for the wedding by making One of the night staff put music on and home up North and they never saw each the dining room look like the venue for danced with him. He smiled and really the wedding breakfast and the kitchen THE POWER enjoyed this. He later settled for bed other again, until she came into the care OF MUSIC home for a period of reablement. made a three course wedding meal to 10 when he was ready. Everyone was very interested to hear have with fizzy drinks. A mock service A resident who doesn't speak at all was about the work they were involved in was performed by the activities given headphones and an iPod with old for the war effort especially as they had coordinator and the resident all sang hymns on it. When the hymns were dressed as land girls for a war themed a hymn to celebrate the wedding. The played she started singing (she used to event recently. married couple wore their outfits from be a church organist). When sitting at a the wedding day, their children wore table, she would also use the table as if their outfits, and all of the residents it was a piano. wore wedding outfits with button holes. It created a real sense of community.

08 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 09 FOOD I GET BY WITH GETTING A RISK WORTH GLORIOUS A LITTLE HELP OUT 13 FOOD 15 FROM MY FRIEND 17 20 TAKING One member of staff enjoys sharing During a lunchtime period we observed A retired postman in our care home really A few years ago, whilst working in a breakfast with a resident, during which a carer assisting a person to eat and drink. missed his walking, so we arranged for a mental health service, I supported two time they talk about what the resident The carer positively engaged and warmly Red Cross volunteer to take for regular service users to drive to Holland together used to eat when they were young and chatted with the individual they were long walks. in a camper van – they got lost, but were living at home. supporting, they confirmed what the found and had so many lovely stories to person wanted to eat and drink, regularly share on their return. This trip helped them checked that they were enjoying their to relearn their highway code, meal, and enthusiastically encouraged MAKING MOVING strengthened their friendship, and enabled SMALL them throughout their meal. This had a ON MORE staff to practice multi-agency working ACTS OF positive effect on the individual as we saw 18 BEARABLE across Europe! 14 KINDNESS them smiling and laughing with the carer, One of our residents had to leave the care We observed one person sitting in the they ate all their meal and thanked the home because her care needs increased. communal garden for a period of thirty carer when they had finished their meal. We made sure that every member of staff minutes. During this time we observed saw him personally to say goodbye. On that although the individual was sitting HOME FROM the day he left, staff gathered at the door HOME next to another person they were not to wave him off. It made the transition 21 engaging and appeared quiet and easier for them. One of our residents was from Italy and withdrawn. When a member of staff KEEPING used to run the local chip shop. We made noticed this, she sat with them and 16 UP TO DATE a special 'Italian day' for him, which he helped them to complete a puzzle. I observed a member of staff take a really enjoyed. The effect was striking as their whole moment out of her routine, to read a demeanour changed, their face ‘lit up’ newspaper with a resident. She sat next YOUNG and they were seen smiling, laughing to the individual and spent twenty 19 AND OLD and actively engaged with the staff minutes talking to them about the news A group of children from the local member and the activity. of the day. During this time we observed KEEPING nursery school visited our care home the person become engaged with the IN TOUCH and interacted with the residents – 22 activity, the carer and their surroundings. they loved it. One of our residents had family who lived They were seen discussing the pictures abroad – we made Skype available to him, and events reported in the newspaper so he could keep in contact with them with the carer, pointing at different images and becoming far more alert for the period of the activity.

10 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 11 DOING THINGS FAMILY LEST WE STOP THAT 23 TOGETHER 26 PETS 28 FORGET 30 CAR! We always have summer fetes and fairs, We allow staff to bring in dogs, other pets A 92 year old gentleman who is a war One care home residents used to drive a which the residents get involved in and and animals into the home, which are veteran was invited as a VIP guest to the particular old car, which the manager saw always enjoy. really enjoyed by the residents. last night of the proms. The family were driving around one day. He followed the unable to take him, so we took him and car to a petrol station and asked the he received a standing ovation and was owner if he could bring it to the home, out until 11pm. He felt so proud. which he did. The man loved the smell and feel of the car. It took him back in A REAL THE BENEFITS time and made him feel good inside. 24 TONIC! 27 OF A TEA SHOP One of our residents was on peg-feed. We have set up a tea room in our care A CHANGE He liked his beer so we gave it him via home. A resident now 'goes out' to the 29 OF SCENE the tube, especially on special occasions. tea room and feels she has been out for A LAST tea and cake. Her persona changes and We have a service user who goes out 1 STRAW? she has become more relaxed and happy to Tesco twice a week to buy some of 3 and also eats and drinks more. Another her own groceries and clothing. She likes One care home resident was taken to see resident was feeling down after her friend to dress for the occasion and have make- her son's lambs on his farm. She took a SHARING passed away. She isolated herself and up on (something she is not interested in handful of straw, put it in her pocket and 25 GRIEF would only converse with her daughter. on other days). She is a regular visitor to took it back to the home, where it takes The daughter volunteered to work in our their cafe and the staff have got to know pride of place in her room. One of our residents was seeking his tea shop and now her mother helps her her. They even bought her flowers and old friend, who had unfortunately died. to run it every Thursday morning. This has said 'happy birthday' on the tannoy However, we helped him to meet his enabled her to make new friends and she recently. She also buys things for other friend's daughter and they were able to is now joining in other activities. service users. reminisce together, which was good for LITTLE THINGS BOTH the resident and the daughter. 32 MEAN A LOT A nursing home resident talked about how when she lived at home she would buy a prawn cocktail once a week as a special treat. She really missed this when she moved into the care home, so we arranged for her to have a mini-fridge in her room, so she could stock her own little treats.

12 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 13 THE POWER OF MY OLD EVERYONE 33 A NECTARINE 36 TEACHER 8 MATTERS THERE’S MORE 3 TO ME THAN A nursing home residents gets a sense of I was walking past a room in our care home, I have a really close relationship with one 40 MEETS THE EYE purpose and meaning through visiting some when I noticed my old school teacher. She resident. A while ago, I was off sick for a I was taking one of our residents somewhere of the other residents who don’t get any had recently moved into our care home and couple of weeks. When I went back to in the car and we began to talk about her visitors – “it gives me something to live for” . looked a bit anxious. I went into the room work, the resident began to cry when she life. I know this resident had never been On one occasion she bought a few and introduced myself and we talked saw me, and we had a cwtch. It was nice married and I had made assumptions about nectarines and gave one to each of the together about when she used to teach me. to know that I was important to her and it her past life as a spinster. I was therefore people she visits. This simple act of kindness This had a huge impact on her – and me! made us both feel good to be reunited. shocked and amused me when she said to made one of the people cry with gratitude. It made her feel more settled and made me “I may have spent most of my life on the me feel good too – a link with my past. shelf, but that doesn’t mean I was never taken down and dusted from time to time” . This made me laugh and challenged my SINGING 39 £15 WELL-SPENT misconceptions of older people. 34 WITH BETTI NOT FEELING One resident couldn’t say a bad word One service user has really advance dementia, 7 USELESS 3 about the staff in our care home, but after but we discovered that she used to be a singer. One of the service users was feeling very joining in a few meetings about what When encouraged, she still sings beautifully MAKING THE down. When he was invited to join in a ‘a better life’ would like for her and other and when she sings the other residents around BEST OF THE PUB meeting about the Joseph Rowntree residents, she said she would really like to 41 NEXT DOOR her start to join in, We don’t need an project he said ‘I don’t know why you are make her own cup of tea and even better, We have three residents who use our entertainer to come in, as she quietly leads involving me in this, because of my age, to make one for a fellow resident. We local micro-brewery. They have regular her own ‘table-top’ dementia choir! because of my memory loss, because of don’t allow kettles in the care home in seats at a table and we escort them in my uselessness’. He was well looked after case someone gets scalded, but when an without taking away their dignity and by staff but did not feel he had anything to Occupational Therapist came in to see the independence. We have a good live for. It turned out that he used to be a SPOOKY? - person, she said that she would be fine relationship with the landlord who is strong man who raised a lot of money for NO, QUITE THE using a little travel-kettle which would able to contact us to escort those who charity and that he became a strong man 35 OPPOSITE cost no more than £15. We didn’t realise need it back to the home. This has because he was bullied at school. With I find it really hard to sleep at night and get how important such a little thing could enabled residents to meet locals and help from someone, he wrote a simple anxious. The girls on nights are great – they be or how simple it was to achieve. create new friends and has also led story about his life as an anti-bullying book play silly games, like putting a sheet over their to a close mutual friendship between for children, which he was proud to share. heads and pretending to be ghosts or jumping two residents. At the end of the project, he said ‘thanks into bed with me – it makes me laugh and for allowing me to give back’. feel safe and loved at the same time.

14 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 15 A CONNECTION WITH A TASTE OF PLEASE IT NEED THE PAST BRINGS A SOMETHING DON’T MAKE NOT COST 42 TEAR TO THE EYE 43 DIFFERENT 45 ASSUMPTIONS 47 THE EARTH After managing to find a farmer who was In our care home, we have a resident One of our resident’s with advanced During residents’ meetings one man used hand rearing one of his lambs, a four day from Greece and another from the dementia was included on a trip to watch to talk about his love of dogs and game old lamb arrived at my nursing home in a Caribbean. We encouraged them to share a ballet in the Millenium Centre in Cardiff. shooting and spoke about how he had bucket, bleating and indignant. I took him aspects of their cultural heritage with the She had not spoken for a very long time working dogs when he was younger. To round to all of the residents and the other residents of the care home. The and it could have been assumed that she support his interest, the care home owner delight was evident on each and every resident from Greece enjoyed cooking and would get nothing out of the visit. subscribed to two shooting magazines so face. One of my final stops was to a 97 with the support of the care home chef, However, we have a very inclusive ethos that the man could read all about working year old blind lady whose dementia had she prepared and laid on national dishes in our care home – ‘we all go or none of dogs and view pictures of organised been compounded by a psychotic episode. for the other residents. The resident from us go’. Five minutes into the production shoots. Quite often a photograph would This had left her quite traumatised and the Caribbean was encouraged to invite she came ‘alive’, saying “oh look at them appear of the Queen on a shoot. This unwilling to engage. I put her hand on the his friends to the care home and entertain on the stage” and she clearly enjoyed the service user always used to talk about lamb and she kept it there. Gradually her the residents with a local steel band. rest of the performance. how he once had an opportunity to shoot fingers wound into the thick wool and she with the Queen. Carers observed that held her arms out to take the lamb from as soon as they started to talk to this me. She pulled it to her and buried her gentleman and look at the pictures in the face into it breathing in the warm, oily magazines his mood would lift and he GETTING OUT IS LISTENING TO OUR was able to talk for long periods about scent. After a minute a tear fell down her RESIDENT AND cheek and she lifted her head up and said, 4 SO IMPORTANT dogs and the best way to train them. 4 46 SPICING THINGS UP! "I was in the land army, I cycled six miles A free taxi service is provided for relatives I’d like to share a recent magic moment every day to the farm where I worked and who cannot visit the places they want to regarding our Sunday roast lunch. Our I was in charge of the lambs. Their fleeces go via public transport, which this has had meals are now supplied by Apetito, with would help defrost my fingers. I'd a huge impact on the quality of life of which we are very happy. However, the SHOPPING AND forgotten..." Moments don't get any more residents and relatives who are now feedback from our residents was that they EXCHANGING magical than this. 8 able to spend time with each other weren’t very happy with the potatoes, 4 GIFTS on a regular basis. gravy and stuffing. We immediately set in Bon Marche came into the home and set up motion cooking our own potatoes, making shop – a lot of residents enjoyed having the our own gravy and stuffing to improve the opportunity to shop. There are two couples meal, and now everyone is happy with living in the home and both husbands bought Sunday lunch. their wives a new dress for Christmas. One of the husbands told the care staff how good it was to be able to shop with his wife, something he hadn’t done for years.

16 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 17 STORIES TAKING A AND TALENTS DIFFERENT 49 TO SHARE 50 APPROACH One of the residents in the nursing home May's bath time was always a trigger was the first woman to walk across the for staff anxiety. May was labelled as Bosphorus Bridge from Europe to Asia! ‘aggressive during personal care tasks’. It never ceases to amaze me how older Staff would swap shifts rather than be on people, who think they have nothing to shift for her bath time. You could feel the share, have the most incredible stories. tension in the home and see the other She won awards for quilting and brought residents becoming unsettled as staff me one of her folders of press cuttings prepared themselves for her bath time. and samples of her amazing work to May was always blissfully unaware that photograph. When I shared this with other her bath time was looming but could feel people, there was a lot of interest and she the tension building too. As two members is now going to giving a talk on the story of staff approached, she would become of her quilts to fellow residents and anxious and fearful “It’s time for your bath people from the local Women’s Institute May” a member of staff would say next Friday – isn’t this a lovely example of standing over her. Realising that this an older person having something to give cycle needed to be broken; the manager as well as receive. She feels good about it introduced a doll to May. May held him and other people have something to look closely, told staff that the doll was a boy, forward to. and accepted bath time holding her baby. She bathed him as staff bathed her. Her son told us “That must have been how she bathed me” . May showed no agitation again and the ‘aggressive during personal care tasks’ was removed from her care plan.

& INTRODUCTION TO REFLECTIVE EXERCISES 18 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT Developing Exploratory Talk around ‘Magic ONCLUSION Moments’ by Lyn Dawes C and Neil Mercer

I hope this little ‘magic’ booklet offers The Carmarthenshire ‘Magic Moments’ Reading these ‘magic moments’ will Crucially, the group will encourage speculation some inspiration and stimulates creative have been observed by a range of invariably stir an emotional response. and hypothesis. Discussion groups begin by thinking into what makes lives, for older visiting professionals including my We are all touched by stories. However, agreeing on a set of ‘Ground Rules for Talk’ people living in care homes that little bit team of Performance & Quality Contract there is a danger that we are touched, which will generate Exploratory Talk. The more meaningful and fulfilling. Monitoring Officers, Jo and Tracey, but not moved to do anything different group takes responsibility for its discussion along with CSSIW Inspectors and as a result of this. and no roles are allocated. The words of the songs ‘Little Things providers themselves. Mean a Lot’ and ‘Magic Moments’ sum up One of the best ways for stories to support Ground Rules for Exploratory Talk: the importance of little acts of kindness. In the closing section of this booklet are learning and practice development is to l Everyone will be asked to say what Knowing what matters most to someone few simple exercises, to help you and share and explore them together, in small they think. can be used to make their lives more your colleagues reflect on the ‘magic groups. This allows participants to think meaningful as well as creating a feeling moments’ and explore the values, ideas and talk about some of the values, ideas l We will listen and think about all points of self-worth. and issues that they raise. I would and issues that are contained within the of view. encourage you to try these out, and use stories. In so doing, participants begin to l Ideas will be challenged; reasons will This booklet has been inspired by the your reflections to inspire and develop shape and develop their own thinking and be asked for and given. work of the Developing Evidence Enriched your own ‘magic moments’. the thinking of others. As a result, new l We all share all relevant information. Practice (DEEP) project in Wales and very ideas and possibilities emerge. grateful thanks goes to Joseph Rowntree Make someone's day more meaningful l We can ask for clarification, explanation, Foundation (JRF) not only for supporting and fulfilled today and every day... We have developed an approach to elaboration, or speculation. us in the production of this booklet, but and feel more fulfilled yourself. facilitate these kinds of conversations, l We work towards a group understanding also for providing funding for learning called Exploratory Talk, which has been of each other’s points of view. events held in Carmarthenshire and used to support group learning with both By ensuring that the language of reasoned elsewhere in Wales to enable the sharing children and adults. discussion is used, the group can expect to of good practice and promoting the DEEP understand more about the topic or ‘magic approach to practice development in line This is talk in which every member of the moment’ and more about one another; with the National Outcomes Framework group is invited to contribute; reasons are and can frankly share areas of uncertainty as set out by Welsh Government. asked for and given; contributions are treated with respect. A level of challenge and lack of knowledge in a ‘safe’ forum. Elaine Ablett, The stories in this booklet are real is expected, and ideas are chained Some of the ‘magic moments’ in this book Performance & Quality Contract Officer, experiences shared by real people living together, elaborated and explained as may appear risky to some and not to Carmarthenshire County Council in, visiting and working in care homes the discussion proceeds, with the group others. These different perceptions can be in Carmarthenshire, Pembrokeshire and aiming to reach a negotiated agreement. valuable in challenging assumptions and elsewhere in Wales uncovering hidden issues that may need to be addressed.

20 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 21 EXPLORATORY FACILITATING AN to ask why, and use because to give moment’. Make sure no pens, paper. Etc. TALK REQUIRES: EXPLORATORY TALK responses’; ‘We need to go into as much are used! The group’s shared memory will DISCUSSION AROUND detail as possible, so try to share everything record the talk. Set a time limit. If needed, l A topic which merits discussion – ‘MAGIC MOMENTS’: you know, before negotiating a summary’. display these prompts: for example ‘magic moments’ from this booklet The person facilitating the discussion Again, if needed, key words on display can Our Response to Magic Moments should select a number of ‘magic focus thinking about good discussion, (e.g. l Time in which to agree or generate l ‘Magic moments’ are very rare. Ground Rules for Talk moments’. For groups of 6 or over, ask include; discuss; question; respect; challenge; participants to organise themselves into reason; elaborate; explain; negotiate). l I have never experienced anything like l Time for the discussion to unfold groups of three, trying to choose people the ‘magic moments’ we have heard. l A clear use or purpose for the products of that they may not know so well. l Some of the ‘magic moments’ worry the discussion – for example, what are 2. SHARE ‘MAGIC MOMENTS’ me because… the implications of the ‘magic moments’ Provide all the ‘magic moments’ so l Our ‘magic moment’ has some and our discussion on our practice? 1. SORT OUT THE GROUND RULES FOR TALK that everyone can see them – paper or problematic aspects. Ask the whole group to suggest four or electronic copy. Ask a participant to read The chance to hear and consider a range l It is difficult trying to create the five ‘rules’ which will help to ensure good one out, then without comment, continue of points of view in equitable discussion contexts for ‘magic moments’ discussion. No need to write these down – taking turns to read until all ‘magic is invaluable. In addition, such reasoned to happen. simply repeat and reinforce the suggestions moments’ have been shared aloud. discussion enables participants to assimilate that are most appropriate e.g. ‘Ask everyone l ‘Magic moments’ are the icing on the the tools of reasoning which benefit thinking what they think’ is a useful rule, as is ‘Make Tell (and perhaps display for) participants cake; life is necessarily much more when subsequently problem-solving alone. sure you ask challenging questions’ – your overall aim, for example: ordinary for both carers and clients. whereas ‘Make eye contact’ and other body l We can say what might create ‘magic “We are going to use discussion to language rules are unnecessary. Summarise moments’ in our own workplace. suggest implications of the ‘magic by repeating the key rules, or reading out moments’ for our practice.” l A summary of our discussion in two the Ground Rules for Exploratory Talk. sentences would be...

If you think it will help, choose a particular 3. DISCUSS IDEAS IN GROUPS 30 seconds before time is up, let the rule for the session. For example, ‘In this Ask each group to choose one of the groups know, and ask groups to spend session it’s important that we make sure magic moments to discuss (or allocate this final half a minute choosing a that absolutely everyone is asked to one per group). Using the shared Ground spokesperson and making sure that this contribute, so please check that your Rules for Talk, ask the group to discuss person knows what they are going to say group does that’; ‘In this session, we need their response to the content of the ‘magic on behalf of their colleagues. to make sure we give reasons, so let’s try

22 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 23 ‘Magic Moments’ and Positive Risk-Taking by Steve Morgan

4. SHARE THE IDEAS OF THE GROUPS 5. OPTIONAL – TALK ABOUT TALK Reading through the ‘magic moments’ l Visits to the local pub or the shops AND THEIR IMPLICATIONS If this is part of a process to enable more outlined in this booklet reminds me provide a pivotal point to the week. Ask the first group to read their ‘magic and better discussion, ask the group to that we are all a collection of our past l Using technology need not be just for moment’ and then share their summary. comment on the quality of their group joys, experiences and even challenges. the young, with a little help images and stories from our past become more The whole group can then ask questions, talk, and how it influenced their thinking; They represent our way of searching for easily accessible. comment and discuss the issues. However, some questions might be, personal connection, meaning and identity. it’s important that all groups are heard, Each and every one of us is an individual so keep an eye on the time. Make sure all l Who said something that you found Then there are the bigger challenges interesting or thought provoking? and so are our magic moments; deeply and achievements: groups have chance to give their feedback. personal experiences that bring a tear to l Do you think everyone got to Finally ask the whole group what they the eye of the beholder and of anyone l Revisiting past experiences through contribute, and if not, what can we else that witnesses or reads about them. speaking at a conference. believe are practical outcomes from their do differently? talk. These can be noted down, with group l Writing a children’s book out of our l What was a positive aspect of the A consistent theme is that the little names, so that reference to group own experiences. discussion groups, for you? things mean so much, because of the discussion can be called on later if personal meaning they hold for us: l Getting lost and finding your way back necessary. Refer to your original aim and l Did talking about talk help your group in a camper van across Europe. to work well? establish what you have achieved together. l Happy summer holidays remembered through recreating a beach. In all of these examples a consistent message is that someone took a risk in order 6. AFTER THE SESSION l The presence of particular animals for the ‘magic moments’ to emerge. Positive trigger thoughts of childhood or l Establish a bank of practical suggestions risk-taking, in this context, is all about working on a farm. from the discussions. creating the experiences that produce that l Use the group to help support l Cuddling a doll brings back experiences tear of joy, the passing smile, the kind word, implementation, and ask for problem of motherhood, or just that warm a tiny act, a bold action, a big achievement, solving suggestions as ideas are put in feeling of connection. or a rekindled wish. Taking a risk is so to practice. l The power of moments spent dancing, important in all of our lives, so the question l Let the group know the difference their completing a puzzle together, discussing is how we can go about doing it with others ideas have made. current affairs in the newspaper, who may be more vulnerable for reasons of celebrating cultural differences, taking a health and personal circumstances. Often we walk, visiting a café, all help to restore ask ourselves and others “what is the risk of a sense of who we are through who we doing something?” In positive risk-taking we have been. have to ask a different question, i.e. “what is the risk of NOT doing something?”

24 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 25 ACKNOWLEDGEMENTS

Regulation, inspection, guidelines and l Taking action to support the moment This booklet has been inspired by the A SPECIAL THANKS TO protocols have a place, but that place is more to become a reality (or considering the work of the Health and Care Research commonly concerned with organizing and rare occasion when it is a risk too far). Wales-funded Developing Evidence managing services. In the case of ‘magic Enriched Practice (DEEP) project in Wales. Supported by moments’, if any attempt is made to over- Thinking about ‘magic moments’ in your Very grateful thanks go to Joseph analyse the moment the magic will be lost… own life and how to create them for others: Rowntree Foundation (JRF) for financially you can’t care plan for them to happen! l Reflecting on your experience of supporting the development and ‘magic moments in your own life. evaluation of the DEEP project and So we need something very different if we the production of this booklet. are to create the conditions for magic to l What did you used to do? happen. We need to adopt a ‘glass half full’ l What did you enjoy the most? Thanks also to all the people who approach, by asking “What is it we can do l Where did you live? contributed their ‘magic moments’, as

and how can we make it happen?” Just l Who have you met and known? well as those who have helped in the identifying the difficulties and how we editing and production of this booklet, l What was the smallest thing that gave should stop them simply doesn’t work. The including Elaine Ablett, Rosie Thomas, you the most pleasure? most important skills are those of every day Nick Andrews, Steve Morgan, Neil Mercer, courtesy and common sense, combined with l What risks were associated with your Lyn Dawes, Sarah Rochira, and the team a few ‘magic moment’ type of questions. own ‘magic moments’ and were they at Stuart Lloyd Associates. worth taking? THINGS TO BEAR IN MIND The photographs have been reproduced Creating ‘magic moments’ for others: with the kind permission of Cathy Greenblat. l It’s about our personal histories, so gently enquire about the past. l What is the potential ‘magic moment’? They are taken from her inspirational l Why will it be so positive for the individual? book ‘Love Loss and Laughter: l Listening to people. Seeing Alzheimer’s Differently’ . l How can we make it happen? l Focus on them rather than make These photographs resonate with and assumptions about them. l Who needs to be involved in making complement the ‘magic moment’ stories the decision? l Use the person’s own language, from Wales. Cathy’s blog can be found at: not the jargon of services. l Who else needs to be informed? lovelossandlaughterbook.blogspot.co.uk/ l What does risk and taking a risk mean l Who needs to do what? The photograph which includes a quilt was for them? l How will we know when it happens? taken by Cheryl Beer in a care home in l Being observant in order to see the l When will we know it is too risky? Carmarthenshire and is reproduced with smallest of reactions to personal l What will we do to stop this activity the permission of Cheryl and the reflections and experiences. if and when it is becoming too risky? individual people in the photograph. 26 MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT MAGIC MOMENTS INSPIRE, MOTIVATE, SUPPORT 27 MOMENTS...

Magic moments The man in the Navy who wouldn’t eat meals When two hearts are carin’ So we got him a special plate Magic moments The man with the car who went for a spin Memories we’ve been sharin’ And was smelling the leather

I’ll never forget the smell of the hay Magic moments I’ve kept it in my room Memories we’ve been sharin’ The feel of the lambs brought back memories Magic moments While visiting my farm When two hearts are carin’

The caravan in the garden brought back memories Time can’t erase the memory And posting of postcards Of these Magic Moments The gentleman’s room with beer at the bar Filled with Love! And making our home brew

The happy cafe’s with coffee and tea’s For all of our fam’lies The gard’ning and games and visiting pets And dancing and sing alongs

A PDF WELSH TRANSLATION COPY OF THIS BOOKLET IS AVAILABLE ON REQUEST FROM: [email protected]