· Around 7 p.m. every night, Mrs. Henderson wants to go home. She stands in front of the unit door and asks everyone to open it for her. She explains that her children are waiting for her and she must take care of them. When someone opens the door, she tries to get through, and it is often difficult for visitors to know what to do. Mrs. Henderson has managed to get out of the unit twice, and both times it was very difficult to get her back. Several regular visitors have complained about this situation.

· Mrs. Henderson also asks where the dogs are and looks for them with some anxiety. She tries to go into every room to find the dogs and talks to everyone. She also interferes with the distribution of meals in an attempt to make things go faster and insists that some residents finish their food.

· The team suggested a visit from an animal therapist because it was written in her life story that she likes animals. When the zootherapist came last Tuesday, Mrs. Henderson wanted to put the cat outside, laughed loudly while repeating 'a Jesus bunny' when she saw the rabbit, and criticized the little Yorkshire terrier, saying, 'It's no better than a rat!'

· At Mass, she repeatedly asked while pointing at the priest, 'Hey! You, over there! Can you sing? Come on, little priest, sing a song for us instead of boring us to death!' After a few minutes, a volunteer walked her back to the unit since she was bothering people around her. The caregivers were surprised at that because it was written in her life story that she has been going to church every Sunday all her life.

· She takes books from the living room and from the other residents' rooms and brings them back to her room. When she goes out, she tries to dig up flower plants, wants to cut branches, weeds the flowerbeds....

· She often refuses to shower in the morning even though her life story says that she used to wash herself every morning.

The team also explains to Florence that the other residents are sometimes frustrated with Mrs. Henderson. They reject her, ask her to go away, to sit down, or get out of their rooms. Sometimes they talk roughly towards her, saying, for example, 'Shut up, you old fool!' or, 'Stop touching my stuff or I'll punch you in the face!' When such things happen, Mrs. Henderson begins to laugh loudly or gets irritated and threatens the resident. She has already pushed Mrs. Haldon three times, slapped Mr. O'Brien, and twisted Mrs. Pratchett's arm. Relatives have asked that something be done to calm Mrs. Henderson down.

The caregivers explain that Mrs. Henderson's behaviours seem to be difficult for her children, too. Her sister, Diana, cries every time she comes to visit. Her son, Michael, once said that he would not continue to visit his mother who does not recognize him anymore and thinks that he is her husband.