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TSB, Hebburn

We believe it’s important that you can bank with us however, wherever, whenever you choose, and we always offer the same neighbourly service whether that’s in your local branch, online or on your mobile. We call this local banking on demand, banking that’s in your interests and on your terms.

22 July 2016
North East
Local Alliances:
North East Dementia Alliance, South Tyneside 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 are keen to ensure our branch is accessible to everyone including those affected by dementia. Banking plays a big part in community life and we feel it is our duty to ensure that those affected by dementia are accommodated in all our processes and services.  

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

We will struggle to make any environmental changes however we will ensure we are clued up on what makes a dementia-friendly environment in case we see anyone struggling.

2. Actions

  • Dementia Friends

    We will ensure all the staff in branch have attended a Dementia Friends session whether its on-line or face to face. This will help to increase our awareness and understanding of the disease and enable us to offer a heightened and tailored level of customer service.

  • Dementia Friendly Financial Charter

    We will ensure that we use the 'Dementia Friendly Financial Charter' to shape the way we work in branch and to make sure we are fully aware of the challenges the financial services can bring to those affected by dementia.

  • Quiet Room

    We have a quiet room on premises that we will use for any customers that require some time out or a quieter, calmer atmosphere to discuss any of their banking needs. We are aware that those living with dementia sometimes need a quieter environment to gather their thoughts and we would like to make sure this is available.