Santander Branch network which serves the public in each town .
- 28 September 2016
- North West
- Local Alliances:
- 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?
Santander’s key values are to be Simple, Personal and Fair for both its customers and employees alike. Part of our business model is to create value for our communities, supporting both the local community as well as supporting our new and existing customers.
Santander have introduced an interactive learning for all staff on how to help and support our more vulnerable customers. Refresher training is carried out annually, to ensure we maintain our awareness.
We acknowledge banking procedures can create frustration (eg chip and pin) however staff are aware of when to refer a situation, rather than just saying no.
2. What are the challenges to delivering these outcomes from the perspective of your organisation?
When the branches are busy we have to ensure we remain looking after our customers with individual needs and ensure they are not over-looked. We need to ensure the staff training is done on time and not forgotten .
We have internal and external regulations we need to ensure we comply to .
To ensure all the staff have a training session so they understand the challenges faced by those people with dementia. Anyone absent on the day to have a session with the branch manager
All staff to wear the dementia Friends badge with pride and feel confident in having conversations with customers . Branch signs to be displayed
- Being implemented
Is our buliding dementia friendlyCheck the branch for any potential dangers or areas of confusion . Ensure a quiet area available when necessary . Ensure help is always available by trained staff
- Being implemented