"When you see the smile on residents faces when they return from a trip or when they return from a period of hospitalisation and they come back to us or to hear someone talk when they have not done so for a long time. Also when families of newly admitted residents are worried that they are “left” here, we tell them to come back after three days,” give us these days and you will see” and later they do not want their loved ones to be moved or transferred from here.”