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Greater Anglia

2 March 2017
East of England
Local Alliances:
Ipswich Dementia Action Alliance , Chelmsford Dementia Action Alliance , Norwich City Dementia Action Alliance , Pan Essex 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?

Our goal is to provide a train service that is accessible to all of our customers and we will work to make as many stations accessible as practically possible. As part of our commitments in running this franchise, Greater Anglia will introduce a number of improvements to access our stations and services and will continue to work with Network Rail and with stakeholders to achieve improvements.

Our engagement with the Dementia Action Alliances and our actions listed are part of that commitment, particularly to people with a hidden disability (which is recognised in our ‘Making rail accessible’ policy), such as dementia.

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

The challenges we face are those met by most modern service organisations. Particularly they are making sure we personalise a service as much as practicably possible to meet disabled people’s needs in the context of running a very busy mass transit service.

Member website


2. Actions

  • Improve dementia awareness of existing staff

    We will improve staff awareness of dementia at four initial pilot stations, Cambridge, Norwich, Ipswich and Chelmsford, through their completion of Dementia Friends information sessions, either face to face or by web based videos.

    We shall look to extend this across our network over time

    We will use our internal staff publication to promote awareness about dementia through periodic articles on the topic.


    2017 - First Quarter Update

    New member

  • Improve dementia awareness of new staff

    Our induction programme for all new staff delivered at our training academy at Stratford will include Dementia Friends awareness. 


    2017 - First Quarter Update

    New member

  • Dementia Friends Champions

    We will offer one or more staff members the personal development opportunity of being  trained as a Dementia Friends Champions.


    2017 - First Quarter Update

    New member

  • Dementia Action Alliances

    We shall join the Alliances that cover our first four pilot stations and extend membership as we roll the programme out across our region.

    We will encourage partner organisations (sub-contractors and catering operators) to join us in the Alliances 


    2017 - First Quarter Update

    new member

  • Publicise use of Travel Assistance by people affected by dementia

    In order to encourage people affected by dementia to continue to use the railways we shall make it clear, by mentioning dementia as a hidden disability in the next update of our policy ‘Making rail accessible Helping older and disabled passengers’,  that they are able to use our Travel Assistance service comprising: 

    • Purchase of travel tickets
    • Assistance to and from the train at starting, intermediate and destination stations
    • Seat reservations, including the booking of dedicated wheelchair spaces
    • Onward travel reservations on services operated by other train companies where reservations are available. Even if other train companies do not offer reservations on train services assistance can still be booked.

    2017 - First Quarter Update

    New member