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Phillips & Cohen Associates (UK) Ltd

Phillips & Cohen Associates (UK) Ltd is the UK's leading specialist compassionate recovery business with approaching 85 clients across multiple industry sectors.

16 December 2014
North West
Local Alliances:
Manchester 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?

A large number of our staff have gone through the Dementia Friends programme and this will assist in giving them tips on how we can help those living with Dementia when we encounter them in our call centre operation. This can be done by referring UK consumers to the National Dementia Helpline on 0300 222 11 22 as well as to local Dementia services where the customer residence is nearby. We also intend to build the practical hints and tips from the Dementia Friends Session into our core training to ensure that we build continued awareness. As a leading service provider in the credit industry we are also well placed to increase general awareness of the condition across the industry through a dedicated PR campaign. Our business is also members of the Money Advice Liaison Group and we will raise the topic at upcoming meetings where Dementia and wider mental health issues are always a primary.

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

We already have a training partnership with Samaritans and the Dementia Friends session has built on this to provide staff with solid insight into the challenges for those living with Dementia. By building the content into our standard regualr training package, we would hope to drive continued awareness thereof.

Member website


2. Actions

  • Dementia Friends

    Undertake Dementia Friends Awareness Session

  • Introduce referral process

    Given that our call centre interacts with consumers across the UK, we aim to put in place a referral mechanism to the National Dementia Helpline on 0300 222 11 22. 

  • PR Campaign

    As a leading service provider in the credit industry, we are ideally placed to produce a dedicated PR campaign aimed at increasing awareness of the condition.

    Being implemented