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?

In 2016 HSBC has launched a new 3 year strategic partnership with Alzheimer’s Society.

This is focused on raising awareness of Dementia and making a positive difference to the lives of people affected by Dementia, we supported Dementia Awareness week and held various fund raising initiatives, with further events planned for later in the year.

 Work is being undertaken to explore how the bank can become a more dementia friendly business – introduction of voice biometrics for customer recognition, and changes to internal design branches are already being looked at.

We already have intranet pages dedicated to Dementia Awareness

Staff are receiving ongoing training with regard to looking out for potentially vulnerable customers and locally we have undertaken Dementia Friends Training ahead of the national roll out. We have Dementia Champions within the branch and we regularly update the team and discuss as part of our team meetings. Staff will wear badges to show they are trained as Dementia Friends.        

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

The Bank is working directly with the Alzheimer’s Society to make the organisation as a whole more Dementia Friendly

We will need to ensure that new staff to the branch also receive the training and aware of what we are trying to achieve.

We need to continue to spot potentially vulnerable customers and changes to existing customer behaviour that could be a cause for concern and then have better knowledge and better expertise at what we can do to support the individual and their carers – guidelines for what we can and can’t do and where they can go for support eg. Powers of Attorney etc.

Member website