Jean’s care plan didn’t mention that she loved folding laundry.

1. Jean had severe Alzheimer’s. By the time she moved into memory care, the disease had taken much of what used to fill her days.
2. Then her son mentioned to a caregiver that Jean had always loved folding laundry.
3. So they invited her to help with it. She settled, and she smiled while she worked.
4. The caregiver told the rest of the team, and they kept it going — every day, for the rest of her time there.

One sentence, from a family member, to a caregiver, to a shift. None of it was written down anywhere. Most of the time, that sentence never gets said at all.