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Halifax

Finance for retail customers

Updated:
3 September 2015
Location:
London
Sectors:
Finance
Local Alliances:
Havering 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 play an active role within the community to help protect our venerable customers. We have seen an increase in customers with Dementia being targeted by Rogue Traders and we are doing more as an organisation to provide assistance to this group and safeguard their money.

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

One of the challenges we have at a local level is to make our Branches Dementia friendly. The company decorate the customer area to provide a corporate identity. Their is very little we can do at a local level to change paint schemes etc

Member website

Halifax.co.uk

2. Actions

  • Awareness

    To improve colleague awareness, we will receive training from Jenny Gray. At the end of this session we will all have a better understanding of what Dementia is and what the signs are. We will then be better equipped to deal with our customers
    Status:
  • Demostrate understanding

    Colleagues will use their new knowledge and will be able to identify customers with Dementia. At this point colleagues will adopt a more patient approach and spend more time explaining the answer to the customers question. We will also write down the information to help them remember. In addition, we now understand that we have an impact on Dementia customers moods so we will always give them an excellent service and do our outmost to make them leave with a smile
    Status:
    Implementation
  • Helping others

    Every colleague to tell at least one person (family or friend) what they have learnt from the training session. This will ensure that awareness of Dementia has at least doubled
    Status:
    Implementation