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Halifax, Darlington

Retail banking

9 March 2016
North East
Local Alliances:
Darlington 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?

We play an active role within the community to help protect our venerable customers. Many of us within the branch have undertaken the Dementia Friends information session in order to increase our awareness and knowledge of the disease so that we can better assist and understand our customers.

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


2. Actions

  • Dementia Friends

    Many of the employees at the branch have attend a Dementia Friends information session in order to heighten their awareness and understanding of dementia which will better assist them when it comes to dealing with any customers that are displaying the signs and symptoms of dementia.

  • Quiet Room

    We know that sometimes our customers may need a quiet moment to think and feel calm. We have a quiet room in the branch which can be used by any customers that need a moment away to calm down and relax. This can be beneficial for those living with dementia, especially if they visit at a time when the branch is busy.

  • Signatures over PIN

    Those who are living with memory problems may have trouble remembering PIN codes. We have therefore ensured that we have a signature over PIN process in place to assist anyone in this situation.