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TSB Bank, Ellesmere

High street bank located in Ellesmere, Shropshire serving Ellesmere and surrounds.

29 January 2016
West Midlands
Local Alliances:
Shropshire, Telford & Wrekin 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 provide personal banking services in ways that enable people with dementia to maintain their independence and to remain active, valued participants in the community.

We provide information to our customers about managing personal finances, loans, and other related matters. We aim to provide high quality personalised service to all our customers, taking into account any disabilities or other difficulties customers may have.

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

Ensuring all our customer facing staff understand what to look out for as possible signs of dementia or confusion, and how to behave and engage in response to these.

Providing safe secure ways for customers living with dementia to pay for purchases.

2. Actions

  • Dementia Friends Awareness

    Ensure that customer facing staff attend a dementia friends awareness session.


    2016 - First Quarter Update

    New member

  • Issue chip and signature cards

    Ensure that customer facing staff who become aware of a customer having difficulty using a chip and pin card discuss the possibility of issuing a chip and signature card.

    Being implemented

    2016 - First Quarter Update

    New member

  • We will promote the Dementia Friends initiative and the use of positive dementia friendly language by staff

    Our staff will wear their forget me not badges, and we will display the Working To Become Dementia Friendly recognition status when we receive it.

    Discuss with staff during training the use of language and use of the DEEP Words Matter guidelines.













    Being implemented

    2016 - First Quarter Update

    New member