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TSB Bank, Whitchurch

TSB Bank provide personal and business banking services to our customers.

15 April 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 a personalised service for our customers, tailored to their individual needs. We support customers to continue their lives as normal in their communities, to understand their accounts, and to use their money how they wish.

We provide chairs, a quiet room, and the time that a customer may need, and we train our staff to respond with empathy to customers circumstances, including those living with, or caring for someone with dementia.

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

We need to make sure all of our staff understand how dementia affects people in their daily lives, and therefore the best ways of behaving with, responding to, and supporting people affected by dementia. This requires training, and it is difficult to get staff together for training at the same time.

We need to ensure all staff are aware of adaptations the bank can offer, particularly the use of non chip and pin debit cards. Sometimes staff may feel nervous about talking about issues around dementia with customers, and we need to develop their confidence to do so.

We need to ensure our signage, environment and access to our premises are appropriate for people affected by dementia so they feel welcome and fully able to come into our bank.

2. Actions

  • Dementia Friends

    To hold a Dementia Friends awareness session for our staff, together with the Ellesmere branch.


    2016 - Second Quarter Update

    New member

  • Supporting customers to retain their independence

    To make staff aware that they can offer chip and signature cards, and to give them the confidence to have appropriate discussions with customers.


    2016 - Second Quarter Update

    New member

  • Environmental Changes

    We will look to improve the environment re signage and consider improvements we can make inside and outside of the bank. George Rook (Shropshire DAA Chair) to meet with the Branch Manager to do a walk round.


    2016 - Second Quarter Update

    New member