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Costa Coffee, Romsey Rapids

Costa is the nation's favourite coffee shop and the largest and fastest growing coffee shop chain in the UK.

1 April 2014
South East
Local Alliances:
Hampshire Dementia Action Alliance

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?

Costa coffee is visited by all types of people and allows a place for people to socialize and relax. Now that our staff have undertaken the training they have a much better understand of what they can do to identify and help people with Dementia. They have learned and are implementing ways of asking questions to make life easier. We are also looking into
Dementia Friendly signage for the centre we work in.

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

The challenges that may occur is that our café is in a centre ran by a different organization so my suggests upon signage may not be taken in to consideration although I believe that the centre itself are also going to be signing up- which is great!

The organization that we work in is a very fast paced environment; staff must take intoconsideration what they have learnt from the training and apply it!

Member website


2. Actions

  • We provide goods and services to people with dementia that support them in their daily living and enable them to stay at home and in their community, enjoying the best quality of life for longer

    detail the good and services and the benefits...


    2013 - Fourth Quarter Update

    New member

  • 2. Title: Improving staff awareness and understanding of dementia, thereby having a good customer service ethos and training for our staff.

    Staff have undertaken the training and received their badges which are a
    good discussion point.

  • Enabling people living with dementia to be part of the community and continue to do daily and social activities.

    Coming to our centre is great and allows people to interact with others, the Costa itself is a nice place where people can sit and relax with a coffee- staff are willing to help with a lot including carrying trays/ cups etc.

  • Have a willingness to respond to the individual’s needs and help/support them when we can and it is reasonable for us to do so

    We are aware of signposting options for people with Dementia and action those in line with demand.

  • Offer our venue/staff as a training resource for the DFC project.

    We have a meeting room which can be used/we have a trainer in store that can be used.

  • We plan to change signage to the type recommended for those with Dementia.

    This is being looked into and the centre are also looking into changing their signage for toilets etc.

  • We maintain an awareness of services offered in our area by inviting guest speakers to our monthly Team Briefs.

    We ask service providers to come in and speak to our staff.

  • We can also encourage our key partners to be aware of the growing numbers of people with dementia in our District and to consider how they can improve the services they offer.

    We are looking into getting the centre involved with the training and possibly other branches of our franchise too!

  • Submit a Dementia Ambassador, who who has the ability and opportunity to influence others and is willing to use that influence to promote the interests of people with dementia and dementia friendly communities.

    Ambassador actions will be:

    • Promoting dementia awareness and dementia friendly communities within our organisations and amongst their wider networks
    • Encouraging other branches in our organisation or group (if appropriate) to join the Hampshire Dementia Action Alliance
    • Being enthusiastic about and supportive of people with dementia Promoting inclusivity
    • Promoting early diagnosis
    • Acting as a spokesperson as and when opportunities arise (not compulsory)
    • Influencing others