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Tesco Ilkley

Tesco Ilkley is a superstore serving all members of the local community. We sell a variety of fresh and ambient groceries and act as a collection point for the Tesco direct online business

25 April 2016
Yorkshire and Humber
Local Alliances:
Yorkshire & Humber Dementia Action Alliance, Bradford District 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?

How can we support - We aim to deliver a relaxed shopping experience for all of our customers. We recognise that some individuals may need extra support and we strive to meet their needs and expectations. It is our intention as part of our action plan to offer a dedicated service first checkout at selected times through the week where customers know they will be served by a colleague who has attended a Dementia Friends information session who can offer them any additional support they may need.

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

Challenges - We need to engage as many of our colleagues as possible to attend the Demential Friends information session. We also need to get the message across to those affected that our colleagues have received this extra training without making them feel singled out or encroaching on their privacy. We also need to manage the expectations of our other customers when we need to spend more time with an individual.

3. Overcoming - Advertise the work we are doing with dementia friends online (facebook, twitter ) and in store. Utilise forget me know symbol on instore advertising to provide a point of recognition for those affected. Continue dementia friendly awareness sessions in store & get 2 colleagues trained to be dementia friends.

Member website


2. Actions

  • Improve our understanding of dementia.

    We will continue to hold awareness sessions in store for colleagues to increase their understanding of the condition and how we can make the shopping trip as easy as possible for those who may be affected.


    2016 - Second Quarter Update

    New Member

  • Get 2 of our own colleagues trained as Dementia Friends Champions

    Get 2 of our own colleagues trained as Dementia Friends Champions so that they can provide Dementia Friends information sessions to colleagues and possibly open up any sessions that we run to include members of the local community.


    2016 - Second Quarter Update

    New Member

  • Improve Customer experience

    We intend to set up a Service First Checkout. Mon - Thurs 10.00am - 14.00. This is a checkout that will always be the same till and will always be manned at these times by a colleague who has attended a Dementia Friends information session and is able to support any customers who may require extra assistance. The intention is to take the pressure to hurry out of the checkout process by managing the expectations of the customer behind that this is a payment point where customers are encouraged to take their time. We may develop this concept over time, possibly to include pictures to help customers recognise money.


    2016 - Second Quarter Update

    New Member

  • Impoove the environment of our store

    Keep shop floor as decluttered as possible to allow customers to move around easily


    Being implemented

    2016 - Second Quarter Update

    New Member