The retired carer described moments that made them smile, particularly when they had formed a strong connection with a resident who had severe self-harming issues.

Over time, they had learned her routines and triggers and had developed procedures to manage incidents safely, such as placing cushions to soften falls, so they had been prepared when things went wrong.

They had felt proud of their work because they had built a good working relationship with her, despite others having been frightened due to her rare condition.

The speaker had emphasised that this level of care had required skill and practice over time, and had highlighted the importance of regular, consistent staffing so residents could be supported by familiar, experienced people.