LNER

Train operator

Updated:
10 December 2018
Location:
East of England
Local Alliances:
Peterborough 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?

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

Time restraints. Out of course situations at the station for example disruption.

2. Actions

  • Dementia awareness sessions for all staff at training days

    Getting +full team dementia aware trained by running awareness sessions in their training days. Training days are July but if this cannot be achieved aim for October. 

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  • Customer service team to provide assistance and check environment

    PTI platform interface checks to include  dementia-friendly thinking. Station team members are to guide customers to correct location for their coach. If they look confused talk to them, offer reassurance, listen and try and help. Discuss safety eg why you must stand behind the yellow line.

    Status:
  • Customer assistance process made easy

    Allow person booking the opportunity to share if the person needing the assistance has dementia and any other tailored needs. End to end journey experience for travelling customer to be met off the train at their seat to reassure them while travelling

    Status:
  • Appoint a dementia champion for the station

    Appoint a named member of staff to champion dementia awareness and thinking at Peterborough Railway Station

    Status: