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Doncaster Sheffield Airport serving Doncaster,Sheffield,Rotherham and the whole of South Yorkshire

Doncaster Sheffield Airport is part of Peel Airports and is the UK’s newest purpose built airport serving Yorkshire and the North Midlands. The airport serves the Sheffield City Region, centred on Sheffield, England’s fourth largest city. With a local population base of 1.7million people within a 45-minute drive, Doncaster Sheffield Airport provides a high quality passenger experience with minimal queuing times, simple and efficient processes and a variety of facilities located within one terminal building. In 2016, The airport will handle in excess of 1,400,000 passengers, serving over 40 destinations with airline partners Thomson/First Choice, Thomas Cook, Flybe, Wizz Air, Aer Lingus and Balkan Holidays. Doncaster Sheffield Airport also provides a fully functional cargo service with a large freighter aircraft capability. The airport is operated by Peel Airports, a division of The Peel Group. At this time, Peel Airports also owned and managed Liverpool John Lennon Airport and City Airport Manchester.

Updated:
8 March 2017
Location:
Yorkshire and Humber
Sectors:
Transport Sector
Local Alliances:
Sheffield Dementia Action Alliance, Rotherham Dementia Action Alliance, Doncaster 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?

Doncaster Sheffield airport is a small friendly airport situated to ideally serve Doncaster, Sheffield Rotherham Barnsley and beyond.

The size of this airport means that a person with dementia could feel more at ease than in a larger airport.

 Regulations have changes placing the responsibly of  a person with reduced mobility /a hidden  disability on the Airport during their time in the airport.

A policy  document   CAA guidance for airports on providing assistance to people with hidden disabilities CAP 1411 was issued in May 2016

Considering assistance at the airport , information and communication ,staff training and security .

Dementia needs to be a consideration in the the development of our services and customer care.

We recognise there are growing numbers of people with dementia and the importance of helping people live well with dementia and continue to travel and enjoy the pleasures they have done before they were diagnosed for as long as possible.   

 

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

We need to consider the changes we can make to improve our systems to provide the services required to ensure compliance with CAA guidance for airports on providing assistance to people with hidden disabilities CAP 1411. We have a large work force and this is increased at peak times by seasonal staff.

We need to find systems that will embed the dementia knowledge required for our teams now and in the coming months and years and we will use DAA to assist and guide us to achieve our aims and developing realistic goals for now and in the future.

2. Actions

  • Dementia Knowledge and Dementia Friends

    We sourced an introductory dementia awareness session (26 September 2016) to begin the dementia awareness process and help us consider ways of embedding dementia awareness of all our teams and encouraging all staff members to become dementia friends via various means depending on their roles. We will prioritise check-in/boarding agents and security agents. After this will plan to have annual dementia awareness training and roll it out to retail, rail, cleaners and possible third parties that are customer facing. We will give selected team members the responsibility of being dementia champions offering support and guidance to colleagues and to be the first to call on if a passenger and family/carer needed support. We will allocate team members to be Dementia Friend’s champions – attending a 1 day session to equip them with the knowledge and status to deliver Dementia friends sessions and sign up dementia friends in an ongoing system .We will discuss this being adopted by our external training partnership – utilising the Alzheimer’s Society guide to customer facing staff.

    Status:
    Implementation
  • Dementia Friendly Physical Enviroments - signage and a the way though system now and in the future

    We will create and make available guidance notes to make navigating the check in /boarding/luggage handling airport systems. This guide is to encompass different groups of people with hidden disabilities including people with dementia .The guide will be clear and concise and contain visual additions to assist the passengers and their carer. We will the assistance of DAA consider dementia friendly environments and assess the Dementia Friendly physical environment check list provided – consideration will be given to signage to increase knowledge for the future . We will each time refurbishments and changes are made consider if ‘Dementia Friendly’ can be a practical consideration

    Status:
    Investigating
  • Dementia Friendly Physical Enviroments - signage and a the way though system now and in the future

    We will create and make available guidance notes to make navigating the check in /boarding/luggage handling airport systems. This guide is to encompass different groups of people with hidden disabilities including people with dementia .The guide will be clear and concise and contain visual additions to assist the passengers and their carer. We will with the assistance of DAA consider dementia friendly environments and assess the Dementia Friendly physical environment check list provided – 

    Lifting baggage and equipment in and out of their vehicle. 

    Getting to and from the car park to the terminal 

    Moving around the airport

    Checking-in 

    Registering, dropping off or picking up baggage

    Accessing the disabled toilet facilities

    Getting on and off the plane (using our Ambulift where appropriate)

    Consideration will be given to signage to increase knowledge for the future . We will take into consideration "Demential Friendly" refurbishments were changes are made to the terminal building.

    Status:
    Planning
  • Identification and Security

    Offer people with non-physical illnesses such as dementia a means to identify themselves if they wish At present if someone is travelling with Dementia, they can request assistance, which means we would have someone escort them through the airport . If however they prefer to be more independent or if they have a carer with them is it likely they will not request this service. We wish to develop a system to compliment this service a customer can identify themselves or at a carers request be identified discretely should they and their family /carer choose to this maybe in the form of a colored wrist band, this would enable all staff understand that these customers will need extra time/assistance and explanations during the airport process. Additionally it will help to identify the person if they go missing during their time in the airport. Security staff will have knowledge of Herbert protocol – an information gathering tool with details about the person with dementia including a photograph to help them be found more easily
    Status:
    Planning
  • Development in the airport website

    We will make additions to our website to cascade knowledge about our assistance policy and we will add useful links to other helpful information.

    For example

    Herbert protocol

    Alzheimer’s Society website

    Alzheimer’s Society Help line

    Alzheimer’s Society local links   

    Holiday guidance fact sheets  

     

    Status:
    Planning
  • Dementia service user involvement

    Airport transport forum will with the assistance of DAA across the region gain views and options of people with dementia and their carers and families and use the links to cascade knowledge of dementia friendly actions that have been developed

    Status:
    Planning
  • Promotion and knowledge about DAA's

    Ensure staff are aware that the airport has signed up to Dementia Action Alliance and is working towards being dementia friendly.  

    Provide annual dementia awareness training to staff and third parties in a customer facing role.

    Display the working towards being dementia friendly logo where possible to give customers confidence of the commitment to dementia friendly customer service.

    Status:
    Planning