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Marks and Spencer, Durham

Our Marks and Spencer store is located on 4 Silver Street in Durham. Founded in 1884, M&S has grown from a single market stall to an international, multi-channel retailer. We sell stylish, high quality, great value clothing and home products, as well as outstanding quality food, responsibly sourced from around 3,000 suppliers globally

13 August 2015
North East
Local Alliances:
North East Dementia Alliance, County Durham 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?

As a multinational retailer we are committed to upholding customer service to all. This service includes people living with dementia and their carers and we endeavour to provide a shopping environment which is accessible to those living with dementia.

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

We are restricted as to what adjustments can be made at store level

Member website


2. Actions

  • Dementia Friends

    We will commit to our staff attending dementia awareness sessions in the store to raise their awareness around dementia. We will utilise these sessions to ensure our store is a dementia friendly as possible.

  • Floorwalkers

    We always ensure we have at least two members of staff walking the floor and keeping an eye out for any customers who look like they need a helping hand. This includes spotting signs of Dementia so we can assist those customers if required.

  • Environment

    We have clear signs throughout the store and have made sure we have signposted all areas such as toilets etc. Also the store is nice and bright.