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Post Office Ltd - Luton

Post Office Limited has an unrivalled national network of over 11,500 branches across the UK, more than all the high street banks combined, and sits at the heart of many communities across the country. It provides around 170 different services and products spanning financial services including savings, insurance, loans, mortgages and credit cards. Post Office also offers Government services; telephony; foreign currency; travel insurance and mail services. The Post Office's public purpose statement is: "The Post Office is unique; a commercial business set apart by its public purpose. We are driven by a belief in the importance of connecting communities and enhancing the powerful role they play in all our lives. We will stay true to this commitment by delivering key products and outstanding customer service through our unrivalled local presence across the UK”

9 June 2016
East of England
Finance, Retail
Local Alliances:
Luton 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?

The Post Office, Luton Mall’s role in delivering better outcomes for people with dementia and their carers will be achieved through addressing the National Dementia Declaration number 6……I have a sense of belonging and of being a valued part of family, community and civic life

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

  • Most staff members have a limited knowledge and understanding of dementia
  • There are time constraints when considering to deliver appropriate training

Member website


2. Actions

  • Raising awareness of dementia amongst staff

    We want our staff to feel confident when dealing with a customer who has dementia or their carer.  To build confidence we want to ensure that all of our customer facing staff have attended a Dementia Friends Information Session (face to face or using the on-line tool) by the end of December 2014.

    We will leave printed copies of the ‘Help-pack for Customer Facing Staff’ in our staff room, so that they can read at their convenience.


    2014 - Second Quarter Update

    New Member

  • We will offer practical support to people with dementia

    To help those people who cannot remember significant information like their PIN or address, we will  make sure that there is always someone on duty who knows the alternative procedures.

    We will make sure that all other staff members know the named members of staff.


    2014 - Second Quarter Update

    New Member

  • We will raise awareness of dementia and Dementia Friends within the wider community

    We will attend the 4 Luton Dementia Action Alliance meetings per year.

    Share best practice with other Post Office outlets in Luton.


    2014 - Second Quarter Update

    New Member