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Yorkshire Bank

We are a regional bank providing a full range of banking facilities for our customers. We take great pride in providing excellent customer service on a one to one basis if required. Our motto is “We care about here”. Our customers and their personal needs are at the forefront of everything that we do.

7 October 2015
Yorkshire and Humber
Local Alliances:
Yorkshire & Humber Dementia Action Alliance, Rotherham 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?

We will provide Dementia Champions who will be available to take customers or their families/carers into a private office for a more in depth discussion, away from other people.  We can then understand their concerns and provide them with literature and advice that would be helpful to them in dealing with their finances on a daily basis.  This may be access to Power of Attorney information or assistance with cards and PINs. 

The Dementia Champion will hold regular meetings with the branch team in order to pass on good practice when dealing with vulnerable customers or their families/carers who are just requiring that little bit of understanding and guidance. 

Staff training will be ongoing. 

We will ask customers, if they give us any indication that they are becoming forgetful or volunteer that they have dementia, would it be acceptable to add a special instruction on their file. This will enable other staff members to be aware when dealing with them and to be more considerate.

We will display signage in the branch confirming that we are Dementia Friendly.

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

We feel very confident that we are already offering a good standard of service to our customers, who may need a little extra care.  Younger members of staff may need a little more training on the signs to look out for and to then get one of the Dementia Champions to assist, if required. 

Additionally, any literature regarding facilities available to customers and their families/carers would be a great help.  This would give them advice and various websites or telephone numbers available providing additional help and assistance.  For example information regarding SOLLA and how to obtain Lasting Power of Attorney from the Public Guardians Office. 

We will move customers to a quieter area for more privacy and also to talk on a one to one basis.

As mentioned before, provide signage indicating our branch is Dementia Friendly.

Our main challenge is to make sure that all our staff are trained and aware of the signs when dealing with customers with Dementia and their families and carers.

2. Actions

  • Improve our understanding of Dementia

    With the assistance of Alzheimer's Society our manager will arrange for all staff and volunteers to attend awareness sessions on dementia to ensure greater understanding of the condition and how we can help.

    Give all staff the opportunity to become Dementia Friends   

  • Dementia Friendly Financial Services Charter

    Become acquainted with the charter and gain knowledge and guidance from this document  -

  • Create a staff guidance tool for vulnerable adults

    Formalise  the good practices currently used and new focuses of difficulties experienced  by people with Dementia

    Develop -  Dementia Champions within the branch to ensure the guidance is understood and guidance tool  is actioned

    Use the guidance given in Alzheimer's Society Customer facing guidance booklet

  • Sign Post to appropriate financial help – Solla and acquiring Lasting Power of attorney

    If a customer volunteers their concerns about their ability to manage their own finances or it is observed that a person is having difficulties offer information about organizations / professionals that could assist

    Staffs are trained to do this with discretion and care

  • Mark customer’s files with special instructions

    Ask if customer files can be marked with information for staff to be made aware that that have memory problems /Dementia

    Create a flyer for relatives to inform them that this is a service that can be used

  • Provision of a quiet area/privacy

    If anyone appears confused or upset provide them with privacy and a quiet area

    Ensure staff are aware of the effects of dementia to concentration and elements of visual perception 

  • Signature v Pin numbers

    Make people who are having problems remembering their pin number aware that they can use a signature system 

    Ensure staff are aware of risks attached to Third Party Mandates and that they know the security systems surrounding accepting a signature system

    Produce some staff guidance and a flyer of customers relatives