Lloyds Banking Group, of which the Halifax is part, has a vision that sets the direction for all of us in the Group. It aims to unlock the Group’s great potential, helping to make us a leaner, more agile and more transparent organisation. And one that delivers for all its stakeholders but, above all, makes us the best bank for its customers. To help us achieve this strategic vision of becoming the best bank for customers, Lloyds Banking Group has three values that we all need to live up to, as individuals and as an organisation - Putting Customers First, Keeping it Simple and Making a Difference Together.
- 25 August 2017
- East of England
- Local Alliances:
- Felixstowe 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?
We will support customers in choosing what suits them best in relation to their financial affairs. We will give the customer enough information and advice to make decisions about managing, now and in the future, as their dementia progresses.
Our colleagues are trained to be sympathetic, patient and understanding, and specifically to help those who are vulnerable. We will be mindful to protect our customers, especially those most susceptible to financial abuse.
We will give information to others including relatives and carers to access a wide range of options and opportunities to make life easier with their day to day banking, whilst attempting for the customer to retain their independance as long as they wish.
2. What are the challenges to delivering these outcomes from the perspective of your organisation?
Being able to recognise a customer with dementia is a key challenge. We would not want to cause any distress or embarrassment whilst we were attempting to support and help the customer.
Within the banking regulatory regime, we are covered and regulated by the Data Protection Act. As such this limits the amount of information we can provide relating to a customers specific accounts without their authority.
We will endeavour to provide factual information to help carers and relatives to set up the required access needed whether this be formal as in a Power of Attorney, or Court of Protection, or informal, such as third party mandate.
Recognising a Dementia Sufferer
We will hold regular quarterly colleague briefings and communicate how we notice that our customer may have dementia. We will educate our colleagues in that there are no obvious physical signs that someone has dementia.
The common symptoms are memory loss; confusing, problems with expression, thinking and reasoning that might affect the actions of somebody with dementia or the way that they interact with other people. We will provide support to colleagues on the skills and behaviours when dealing with such a customer.
This list is not exhaustive:
If someone can’t remember how to do something, will offer to show them how to do it. As much as possible, we will do the task with them not for themSomebody with dementia may feel anxious about their ability to carry out tasks or activities. We will not put them under pressure but will break down tasks into smaller tasks, supporting them along the way.
If someone appears to be looking for something they can’t find, we will ask if we can help. People with dementia may have problems with money or their payment card. We will be patient and tell them there’s no hurry. We will ask if we can help by counting out the right moneyIf someone cannot remember significant information, for example their address or PIN, we will offer an alternative such as a "signature only" card.
If someone forgets what we have just said, we will repeat our sentence patiently as if we had not said it beforeWe will be aware of our environments and if provide a quiet place where it is easier to offer one-to-one assistance
- Being implemented
Offering Banking Alternatives to Customers
Thinking of the customers we see on a day to day basis in the bank, and the difficulties that they face, in continuing to manage their finances independently, we will continue to offer a range of solutions that include the following:
An informal arrangement is known as a Third Party Mandate. Typically this can be set up by the customer and a relative, friend or carer, who they are happy to add as a signatory to the account, so that they can make enquiries and access funds on behalf of the customer. Identification is need for both the customer and third party.
A formal agreement is known as a Power of Attorney or Court of Protection, dependent on the mental capacity of the customer. This is set up initially by the solicitor and or courts. There is a cost involved of approximately £700. Once the documents have been received by the relative, friend or carer, the bank will the n complete the registration process on all the customers accounts.
Where we receive ad hoc requests from the relative, friend or donor, we will always endeavour to be sympathetic and understanding, whilst we remain vigilant and within the regulatory requirements.
- Being implemented