Scrivens Opticians & Hearing Care

Founded in 1938 by qualified optician and pharmacist Solomon Scriven, Scrivens Opticians has been providing top quality eyecare and glasses for over 75 years. The business started operating from the heart of the Midlands, building a solid foundation with a focus on customer care. Today we remain a family owned and run business, with over 170 branches across the country. Our aim is to provide all our customers with fantastic customer service and eyecare on a local level. We also apply these principles to our hearing service. The expansion of Hearing Care (formerly The Hearing Company), our hearing care service, has boosted our continued steady growth, and we now provide hearing care in many external optical retailers. Hearing Care now boasts a hearing care service in over 300 outlets nationwide.

Updated:
21 September 2017
Location:
National
Sectors:
Care, Clinical Commissioning Group, Health, Medical, Retail

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

Since 2015, we have been working hard to raise awareness of dementia, not only with our customers but with staff as well. We have done this by organising fundraising events for all our branch and Head Office staff to get involved with and branches have also organised events locally. We have also held events for Dementia Awareness Week, supplying POS sent by Alzheimer's Society to all branches, and World Alzheimer's Day where we created posters for the event and donated a £1 for every hearing screening.

We also offer Dementia Friends training to all branch managers and staff at Head Office. Plus, we have sent communication and dementia factsheets from the Alzheimer's Society website to branches so that they have more information about dementia and can communicate better with customers who are affected by dementia. 

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

When we have a new branch staff member, we need to ensure they are aware of our partnership with Alzheimer's Society and have read the communication/dementia factsheets sent to branch.

New branch managers may not have had dementia friends training, so this needs to be arranged or reviewed regularly.

Member website

www.scrivens.com

2. Actions

  • Customer Support

    We will endeavor to provide all customer facing staff with guides on helping and communicating with people living with dementia.

    We also encourage all staff to complete an e-learning module on Disability and Dementia Awareness, plus a general safeguarding module. 

    This should ensure they have a good understanding of dementia and how to support customers coping with the illness. 

    Status:
    Completed

    2017 - Third Quarter Update

    New member - August 2017

  • Dementia Awareness Week

    All of our branches raise awareness of dementia during Dementia Awareness Week by holding branch fundraising events.

    This raises awareness in the local community of Dementia and helps fundraise for Alzheimer's Society. 

    Status:
    Being implemented

    2017 - Third Quarter Update

    New member - August 2017

  • Dementia Friendly environment

    We ensure our branch environments are clearly laid out and easy to navigate for all of our customers.

    We do this with easy to understand signage and clear seating areas.

    Our staff will remain approachable during their appointment and also assist customers when they are making their purchase should they have any questions. 

    Status:
    Completed

    2017 - Third Quarter Update

    New member - August 2017

  • Accessibility standards

    We have introduced a system that allows branch staff to 'flag' on customer records whether they have any disabilities or illnesses, such as dementia. 

    We are able to add further information in the customer notes to ensure all staff are fully aware of any possible issues and that we communicate with them appropriately.

    For example, any customer identified as having dementia will initially be contacted via phone when their appointment is due, rather than letters, to help avoid any confusion.

    Branch staff can also act accordingly when the customer visits the branch, by booking a longer appointment to ensure they are given the care and time they require. 

    Status:
    Completed

    2017 - Third Quarter Update

    New member - August 2017

  • Charity Partnership

    We continue to work in partnership with Alzheimer’s Society to raise awareness of dementia and fundraise for the charity.

    We hold regular branch activities throughout the year and encourage all staff to take part in local fundraising activities. 

    Status:
    Being implemented

    2017 - Third Quarter Update

    New member - August 2017