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Santander Leeds PR

Retail High Street Bank

7 November 2016
Yorkshire and Humber
Local Alliances:
Leeds 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?

At Santander our purpose is to help people and communities prosper. To help us achieve this our staff currently complete annual training to help raise awareness and aid understanding of the diversity within our community.

At a local level we are now looking to develop this further by educating our staff about Dementia and in particular how it effects the people who have it and their carers. Most importantly we are wanting to understand how we can help these customers.

We believe that by increasing our staffs awarenessess and offering training we will be able to use our discretion correctly to ensure we support our customers when they need it the most.  

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

Firstly ensuring that all staff receive awareness training (time and resourcing) and that new starters are not forgotten in the process) will be our first challenge.

Remaining complaint will also be a challenge we face with our internal procedures and with our Regualtors. We will need to be confident that Managers are confident when they can use their discretion and how to do so correctly so that we strike the balance between helping our customers but not compromising our procedures.

Lastly a challenge we will face is whent he branch receives high foot fall. It will be important that in these times we remain vigilent.

Lack of knowledge amongst our staff/community.

Member website


2. Actions

  • Staff Awareness

    Ensure all my team have attended the one hour Dementia awareness training session delivered by a local Dementia Friendly Champion.

    On 28/08/16 Lucy Collins delivered a training session to all members of the team.

    Ensure that all team memebers wear there Dementia friendly badge to help inform our customers of our awareness and training.