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Plymouth City Council-1st Stop Shop

The 1st Stop Shop is the primary face-to-face contact point for all Plymouth City Council services, especially including the Council Tax, Housing Benefit and Community Connections departments that operate from here. Amongst other services, we assist with Bus Pass and Blue Badge applications, Housing Benefit and Universal Credit applications, and all Council enquiries and complaints, and can offer signposting and referrals to many other partner organisations as well, such as the Food bank, Shekinah Mission and Improving Lives Plymouth.

30 July 2018
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?

We are working with support agencies and advisors to ensure our services are as accessible as possible, by increasing awareness and knowledge of Dementia and what it means to be living with Dementia throughout the organisation. A lot of our team occupy entry-level customer services positions in the Council and move on to other departments in the future, and we are conscious of ensuring a Dementia Friendly culture is promoted throughout our team to ensure it can disseminate throughout the organisation as a whole.

Along with our Libraries colleagues, the Shop is working toward becoming a Wellbeing Hub, which will help us to share and promote relevant information to customers and colleagues about ways we can support people living with Dementia.

As the Council's primary face-to-face contact point for all Council services, the premises itself needs to be as welcoming as possible to people living with Dementia, and as a prominent location in the city centre we want to set an example for surrounding retailers.

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

  • Effectively outreaching to engage with people living with Dementia and the people who support them.
  • Making practical Dementia Friendly adjustments to the Shop environment while constrained by pre-existing structure and fittings.
  • Ensuring that staff attendance at dementia awareness sessions and  knowledge of what it means to live or support someone with Dementia, is maintained alongside all of the service-critical training.
  • Ensuring that the action plan continues to be followed and reviewed irrespective of any management changes in the future.

Member website


2. Actions

  • Improve staff knowledge and understanding of Dementia and what it means to be living with Dementia.

    Ensure regular opportunities are coordinated for customer advisors to receive awareness information that increases their understanding of Dementia, of the challenges that may be faced by people living with Dementia, and of how customer advisors can facilitate and cooperate with people living with Dementia to ensure they are as comfortable as possible and feel they are able to access Council services with any support they need available.

    Encourage staff who have attended a Dementia Awareness session, to become Dementia Friend and to wear their Dementia Friends badge to help drive public recognition.

  • Review and revise the 1st Stop Shop to ensure it is as Dementia Friendly as possible.

    Review the 1st Stop Shop environment with Dementia and signage experts to identify ways we can improve the Dementia Friendliness of the Shop, and act on the opportunities identified, e.g. improving current signage and adding additional signage throughout the Shop, minimising perceivable obstacles like the existing doormat. Ensure this review is conducted annually to ensure new opportunities to improve the environment are identified.

  • Provide information to customers about Dementia and ways we can help people living with Dementia.

    • Host Dementia Friendliness information pop-ups in the Shop whenever they are available.
    • Include information regarding initiatives and support for people living with Dementia in the 1st Stop Shop's customer information wall e.g. Plymouth Dementia Action Alliance pamphlets, information and posters about the Herbert Protocol etc. Ensure information like this continues to be available and restocked whenever necessary.
    • Ensure that staff who have attended a Dementia Awareness session, are happy to talk to the public about what we do and how we can help.