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Park Indigo UK

Indigo UK specialises in the development and management of car parking solutions for both public and private organisations. Located at Derriford Hospital, Indigo work in partnership with Plymouth NHS. Indigo provide and manage security, switchboard, grounds, patient notes transfer, E-security and car parking services on site.

19 December 2016
Local Alliances:
Plymouth 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?

Indigo provide a 24/7 security service at Derriford Hospital and are responsive to a huge variety of call outs. Some will be to look for a patient who is missing from a ward, sometimes to comfort or control a patient who is confused or anxious. Having a better understanding of people living with dementia will help us deliver a better service.

On site signage is something Indigo are responsible for, this is both directional and information. I think that with assistance from the PDAA, we could look to improve this.

Indigo manage the switchboard service, taking in the region of 17500-20000 calls per week. I am keen to deliver the best service here and am aware that some callers will be living with dementia. It is important to me that we are equipped with the correct skills to understand needs.

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

The challenges really centre around making time for all relevant staff to attend an awareness session. Indigo are committed to this.

There is a cost implication around changing site signage, working in partnership with the NHS Trust, I would look to discuss if this is feasible.

The switchboard is interesting as the success of the service is measured by the speed it gets through phone calls. the less time spent on each call, the happier the NHS trust. This doesn't really tie in with the commitment we wish to show to the PDAA as I'm sure, callers need unlimited time to talk with phone operators.

2. Actions

  • Better awareness of the needs required by people living with dementia who are attending the hospital site.

    We would like to arrange awareness sessions for security and front of house staff in the first instance. This will help them understand the needs of this patient type and having a better understanding of how to respond.

  • To review signage on site to see if compliant.

    We would like to review directional and information signage on site to ensure it is compliant with PDAA advice. We are concerned about the potential cost implication associated with this, and will look to discuss with the NHS in due course.

  • To provide a better telephone response service for callers to the hospital switchboard who are living with dementia.

    I would like to provide training to the switchboard staff, so that they can understand the caller's needs, know how to respond and what is the best method of communication for the caller.