Santander, Romsey

Financial Services

5 August 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?


Santander Romsey appreciates and acknowledges what is necessary to enable people with dementia and their carers to access their financial affairs in branch. We will endeavour to always offer best practice in customer service to all our customers, with especial reference to those experiencing cognitive difficulties, eg dementia.

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

Enough time to enable staff to gather together for awareness training.

Visiting staff on an ad hoc basis who may not have received the awareness training.

2. Actions

  • Awareness for staff

    Provide staff with dementia awareness training.

    Being implemented

    2014 - Second Quarter Update

    New member

  • Dementia Friendly Service

      Working alongside Andover Mind and other agencies to implement any strategies/ideas to improve the experience in branch for pwd/carers.

  • Dementia Ambassador

    Dementia Ambassador – at least one member of staff to become Dementia Ambassador

  • Fundraising

    Offer to submit applications for Community Plus Funding from Santander where appropriate.

    Being implemented
  • Dementia friendly environment

    Suitable seating will always be available in branch for use by customers.

    Being implemented