Seeing Jonny – not the label

When Jonny moved into his FitzRoy home two years ago, his support team were given a clear picture of what to expect.

They were told he often became anxious, especially around appointments. In the past, medication had been used to help him get through visits to the dentist or opticians. Staff quite understandably wanted to make sure they supported Jonny safely and well.

Nicole, Deputy Manager at our Norfolk supported living service, remembers those early weeks.

“He is just such an amazing character. Once you’ve built that bond with him, he is so funny and outgoing. He loves to laugh and joke and he loves dancing.”

As they got to know Jonny and their relationships developed, the team began to see patterns. Jonny has PDA – Pathological Demand Avoidance – which means the way people communicate with him makes a huge difference. If he feels under pressure or rushed, he quickly becomes stressed or agitated. Wherein the past he would have been medicated to manage this, his team were determined to find another way.

They slowed conversations down, they explained what was happening and avoided putting him on the spot. They gave him space to make his decisions in his own time.

And what they discovered was not a “challenging” person – but someone who needed to feel safe, heard – and most importantly, in control.

Small changes made a big impact

One of the first things the team noticed was that unfamiliar faces in his home unsettled him. So, they made simple, practical adjustments – asking contractors to visit when Jonny was out, checking fire alarm drills in advance, preparing him for any changes to routine.

Support worker Abby, who has built a particularly strong relationship with Jonny, now lets doctors or dentists know the best way to approach conversations with him ahead of appointments. That preparation reduces uncertainty and gives Jonny a sense of control before he even walks through the door.

Jonny recently attended both the opticians and the dentist without medication – something that hadn’t happened before. The team made sure he knew what to expect, reminded him the night before and talked it through again on the way. He chose the music in the car, as he always does, getting everyone singing along.

Afterwards, he decided what he wanted to do next. Whether it is swimming, bowling or just a coffee, it’s not presented as a reward, it’s simply part of making sure Jonny stays in control of his day and how he spends his time.

Nicole reflects:

If we hadn’t taken the time to get to know him properly, Jonny might still be taking medication unnecessarily. It really shows the power of understanding the person and working with them, not just managing behaviour.

Jonny hasn’t changed, but our approach around him has, so he is happier and more able to manage simple things and then get on with his day.

By listening and building trust, the team saw past the assumptions that can sometimes follow someone into their new home and how they are supported. They focused on who Jonny is – someone funny, warm, musical and full of life – rather than a set of behaviours to manage.

Looking for a role where taking the time to really know someone matters? See our latest opportunities and start your career with FitzRoy.