With the ageing of the population, researchers are investigating the experiences of people living and working in residential aged care. Positive organizational scholarship in healthcare (POSH) and its focus on ‘brilliance’ has not been used as a lens for understanding or improving aged care, although the sector prioritizes person-centred, consumer-directed care. In this qualitative case study, through in-depth interviews, a focus group, and observations, we use a POSH lens to explore how forms of leadership, management structures, and human resource practices facilitate positive experiences for both staff and residents. A thematic data analysis identified the importance of authentic leadership in creating a client-centred organizational culture where ‘happiness’ is an explicit core value. Educating and recruiting staff that share this vision, alongside reflective engagement, rituals and symbols, enabled the building of a responsive care culture that facilitated acts of ‘brilliance’ in healthcare.
