As a Lifestyle Coordinator at Aliwal Manor Care Home in Peterborough, Mandy takes pride in helping every resident feel known, valued and fulfilled.

For Mandy, person-centred care is never a one-size-fits-all approach. She adapts each day to the changing needs of the people who live at Aliwal Manor, building trust through kindness, sensitivity and genuine interest.

So how does she ensure that each person feels enriched, fulfilled and valued?

In this article, Mandy explains why understanding each resident’s life story is central to making care personalised.

“Before I can provide enriching activities that are truly person-centred, I need to understand as much as I can about the individual—from their early years and important milestones to the person they are today.

“I always begin with a life story. I spend time with the individual and their relatives to learn about the experiences that have shaped them. Alongside a timeline of their life, I want to understand the person’s likes and dislikes, what might make them smile on a sad day, and which subjects they would prefer to avoid. This helps to make sure our conversations and interactions are meaningful and fulfilling.

“We are all complex, and our preferences can change from day to day—sometimes in ways we do not notice ourselves. Conversation is a good starting point, but I also learn a great deal through observation. If someone leaves their usual cup of tea untouched, I ask why. If it becomes a pattern, perhaps they would prefer orange juice instead. These small details, including how we begin the day, can shape everything that follows.

“Although this is my job, I also have a genuine passion for learning about people’s lives—their cultures, the experiences they have lived through and the people they have met along the way.

“Through these conversations, I have discovered some remarkable stories. We have someone who worked as an agony aunt for a local newspaper, a footballer’s wife, an amateur actor, two RAF pilots and a wartime evacuee – all under one roof. Their backgrounds may be very different, but they each share the fulfilment that comes from telling their stories to someone who genuinely wants to listen.

“Communication is at the heart of my role. The more I understand about an individual, the more personal and thoughtful my approach can be.

“Behind the singing and dancing during lively activities and events are quieter one-to-one moments that can have just as much impact.

“For me, learning each person’s life story is essential to being a Lifestyle Coordinator—and one of the most rewarding parts of my job. When people feel heard and understood, they know they matter, they belong and they are valued for who they are.”