At Ryman Healthcare, person-centred care isn’t just a policy - it’s a long-held belief that everything we do should be ‘good enough for Mum and Dad’.

That idea still shapes how residents are cared for across Ryman villages today.

At Bruce McLaren Village, Special Care Unit Coordinator Raman Kaur brings that philosophy to life through genuine connection, empathy, and a deep respect for each individual.

Raman began her Ryman career seven years ago as a caregiver, completing her registered nurse training in 2020 before being promoted to Unit Coordinator. It didn’t take long for her to realise that truly good care starts with understanding the whole person.

READ MORE:

• From caregiver to village manager: a journey of growth and care

• Two 'caring and compassionate' Rymanians awarded Graeme Rabbits scholarship

As leader of the Special Care Unit, she’s known for shaping routines around residents’ preferences, rather than asking residents to slot into the routine of the unit.

If someone feels like sleeping in, playing the piano to entertain others or prefers their lunch a little later, Raman’s team simply makes it happen.

To her, these aren’t small gestures; they’re essential to making sure residents feel seen, valued, and respected.

“We all work together for one goal: providing person-centred care,” she says.

This flexible, personalised approach reflects Ryman’s wider commitment to tailored care planning.

Every resident has a care plan built around their own needs, habits, and preferences, right down to how they like their tea.

In dementia care, these plans are developed through detailed assessments and reviewed every six months to keep them accurate and meaningful.

Supporting residents living with dementia is something Raman feels especially passionate about.

She believes that all behaviour communicates something important. “Distressed behaviour is always an expression of unmet needs,” she explains.

Her approach aligns closely with Ryman’s myRyman Life model which was shaped with insights from people living with dementia, their families, and experts to help staff understand each resident’s identity and life story.

Raman keeps in close contact with families, gathering the details that help maintain each person’s sense of self.

“Good communication with a resident’s loved ones helps us understand the person and preserve their identity,” she says.

The dementia friendly layout of Ryman villages supports this way of working too.

Spaces are designed to be calm, easy to navigate, and filled with familiar cues that help with memory and orientation.

Whenever possible, residents are supported by the same caregivers each day, a relationship-based model that builds trust and provides comfort.

Raman also plays a key role in training new staff, encouraging them to bring patience, calmness, confidence, and a solid understanding of every care plan.

She laughs when people call her a ‘resident whisperer’, insisting that what she does is simply about slowing down, listening, and earning trust.

“Making a connection with the resident and earning their trust is the key,” she says. “Number one is person-centred care. That’s the most important.”

Her work reflects the strengths Ryman is known for: compassionate staff, innovative care systems, and a focus on community and wellbeing.

These qualities help explain why Ryman has achieved more four-year Ministry of Health certifications - the gold standard in aged residential care - than any other large provider in New Zealand.

At Bruce McLaren Village, Raman brings heart and humanity to every part of the care experience.

Through empathy, flexibility, and authentic connection, she helps create a place where residents and their families feel supported, understood, and truly at home.