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Durham Train Station - Virgin Trains East Coast

Virgin Trains East Coast is a rail company that serves the travelling public in transporting customers up and down the East Coast Mainline from Scotland to London. Durham Station is a station on this route which is managed by Virgin Trains East Coast and also acts as an interchange for customers wishing to travel within the North East.

18 April 2016
North East
Local Alliances:
County Durham Dementia Action Alliance, North East Dementia 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?

Virgin Trains East Coast is committed to delivering the best possible service to all patrons without discrimination against any persons coming onto our stations or travelling on our train services. We pride ourselves in working with local authorities and communities in making a difference in our environment and for our customers

We work closely with the Local Authority, British Transport Police, other Train Operating Companies, Network Rail and associated industries

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

The challenges faced surround raising awareness and identification of the different needs that people with dementia have. As well as identifying the support which can be given within a busy station environment

2. Actions

  • Increased awareness and continued interaction with the dementia working group.

    To refresh Dementia Awareness training on an annual basis with all business partners, Travel Centre and Station staff based at Durham Station.

  • Community Awareness

    Nominated station team member/champion or station manager to attend local dementia awareness meetings within the community

  • Develop a protocol for people suffering from Dementia can feel safe and be reassured when using the railway station

    Enable a protocol for railway staff to enable staff to help people with dementia using the railway. To then ensure that all departments of the railway station are made aware. This will include using the customer information point on platform 2 as a safe haven for people living with dementia