Nat West, Hedge End

Local Retail Bank offering full banking facilities for personal, private and business customers. Actively involved in the local community. We are investing in our local branches and the refurbishments are geared to making things easier for customers. A recent focus group from the Alzheimers Society consisting of 12 people living with Dementia said there were lots of things they liked including the removal of the glass screens, the warm welcome and the side by side assistance.

Updated:
15 September 2015
Sectors:
Finance
Local Alliances:
Hampshire 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?

People living with Dementia and their carers can find it hard to manage their finances placing additional pressure on the family. We aim to understand why this is, take steps to make it easier and to have a safe place to talk things through. When the need comes for another to step in to run the finances we aim to make this as smooth and simple as possible. Where we have concerns we aim to have a create a network of contacts around Hedge End to support.  

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

Customer confidentiality would be the main issue. In addition some of our processes and procedures don’t lend themselves to supporting those living with Dementia. Our aim would be to take a practical and personal approach wherever possible. 

Member website

www.natwest.com

2. Actions

  • Dementia Awareness raising for staff

    To ensure all staff have undertaken a Dementia awareness session 

    Status:
    Being implemented
  • Environment

     The Hedge End branch is having a refurbishment at the end of Aug and we will give consideration where possible to ensuring it is Dementia friendly.

     

    Status:
    Planning
  • Signposting

    Ensure we are aware of signposting options for people with Dementia and action those in line with demand. As part of the refurbishment we will make sure that any of our customers that we are aware live with Dementia get  the opportunity to spend time with a member of staff introducing them to the new branch and explaining how things work. 

    Status:
    Planning
  • Embed dementia awareness in our operations

     Review business operations manuals and guidance to ensure dementia awareness is included. Add Dementia Awareness into our staff induction procedures. Also Ali Noyce Local CEO to create links with others within Hedge End e.g. Doctor Surgerys/Police etc 

    Status:
    Planning

    2015 - Third Quarter Update

    New member