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The National Trust at Fountains Abbey and Studley Royal

We are a world heritage site and leading visitor attraction, with c.400000 visitors each year. We have 3 catering outlets and 2 retail outlets and we offer guided tours, family activities and special events throughout the year. We also have a large volunteer workforce of approx. 380 working in a variety of functions across the estate.

1 September 2016
Yorkshire and Humber
Arts, Businesses and shops, Education Sector, Hospitality, Recreation
Local Alliances:
Harrogate and Rural District Dementia Action Alliance, Yorkshire & Humber 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 leading visitor attraction we want to ensure that people with Dementia and their carers can continue to enjoy a great day out with their families and continue to visit  place that they may have loved before they developed Dementia.  To this end we want to make sure that people with Dementia are welcomed with understanding and that all their interactions with our staff are positive and helpful and that the facilities here meet their needs. (Statements 4 & 5)

We know that other Visitor attractions e.g. Beamish have done some fantastic work with people with Dementia and we would like to encourage, through example, National Trust properties throughout our region to do the same.

 In addition we want to ensure that those with Dementia and their carers can continue to work with as part of our volunteer workforce for as long as they are able and wish to. (Statement 6)

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

Awareness of Dementia and the problems it poses is relatively low.

There has been no mechanism for ensuring that the needs of those with Dementia are considered as part of the project planning process.

We have not given any thought to how we would manage a volunteer who developed Dementia.

It may be difficult for those planning a visit to us to know whether we will be a suitable venue for their/their loved ones needs .

2. Actions

  • Awareness Training

    Dementia Awareness training will be offered to all staff and volunteers in 2015.  All departments will send a representative to the training and will then cascade the information down to their teams.  We will then incorporate key aspects of the training in our internal customer service training, which all staff and volunteers undergo.

  • Develop a volunteer management plan for those with Dementia and their carers

    The volunteer management team have developed a plan for managing volunteers who develop dementia, and those who are caring for someone with dementia.  It provides clear steps which will help volunteer managers to deal with these situations with sensitivity.

  • Sharing Good Practice

    We would like to share our experience of becoming a Dementia friendly attraction with others within the National Trust and thus improve their offer and ours.

    Initial Scoping