promoting an understanding of dementia for staff who deal with the public “over the counter” -...

Promoting an understanding of dementia for staff who deal with the public “over the counter” - challenges and achievements

Chris Shanley

Sharon Quirke

Lynn Shaw

Anne Sammut

Centre for Education & Research on Ageing

Alzheimer’s Australia NSW

Outline of session Overview of project Needs analysis Engaging organisations to work with Information and training resources

developed for each organisation Hurdles and how to overcome them Concluding remarks

The project

Funded by NSW Department of Ageing, Disability and Home Care

A project within their 5-year dementia plan called Future Directions for Dementia Care and Support in NSW 2001-2006

Collaboration between CERA and Alzheimer’s Australia NSW

Rationale behind project

People living with dementia potentially interact with a range of staff who provide services to the public

e.g. Post Office, banks, public transport, shops, Government Departments

People with dementia can get into problems connected to symptoms of dementiae.g. memory loss, not being able to express themselves, becoming confused, becoming lost

Such problems can be minimised if public contact staff have a basic understanding of dementia and can respond to the person with care, dignity and respect

Methodology underlying the project Approach a range of large organisations Work with those willing to participate to develop

training programs for their public contact staff Set out to go beyond training - to analyse customer

service environment and review policies and procedures

Programs to be particular to the needs and learning infrastructure of each organisation rather than being a single, generic resource

Needs analysis

Literature search Web search Focus groups with carers and with people

living with dementia

Consultations with carers and people living with dementia

Two focus groups with carers One focus group with people with mild

dementia 20 people in focus groups plus individual

interviews with three carers

Main problem areas

Managing financial affairs and banking Using public transport Functioning in a general retail setting e.g.

paying for things, becoming confused Dealing with public officials at all levels

General issues Lack of policies about dealing with dementia - staff do not

follow-up Decline in customer service generally Physical design of large shopping centres Difficulty recognising someone has dementia Special issues for people with dementia in the younger age

bracket Dilemma about whether to self-disclose about having dementia Dilemma between protecting someone and preserving their

privacy and autonomy

Conclusions of needs analysis Very little done in this area of work Definite potential benefits for people with dementia

and carers Attitudinal needs: patience, empathy, courtesy Knowledge needs: a basic understanding of dementia,

being able to detect indicators or warning signs that a person may be having trouble because of dementia

Skill needs: basic communication skills for immediate situation and a clear understanding of follow-up

Initial approach to organisations Negotiated between funding body and

CERA Tried to get a mixture of organisation types:

bank / retail / Local govt / State govt Tried to get some that had expressed some

interest and others new to the issue Involved a letter from DADHC to senior

person in the organisation

Organisations approached Woolworths Roads and Traffic Authority State Transit Authority (buses) NSW Police Gosford Council NSW Businesslink (for Dept of Housing) St George Bank LATER: Coles Myer / Pharmaceutical Society of

Australia

Final organisations in project

Pharmaceutical Society of Australia (representing community pharmacists)

NSW Police Gosford Council

Pharmaceutical Society of Australia

Pharmacy Self Care Program Just under 2,000 pharmacies nationally Fact Card for general public titled

Alzheimer’s disease and other causes of dementia

16-page magazine with sections on the topic for pharmacist and pharmacy assistants

CPE questions for both groups

NSW Police Attempted to extend agenda beyond training Strong emphasis on wandering Multi-prong reinforcement of material Package for workplace education officers Self-directed multimedia learning program Article in Policing Issues and Practice Journal Section within FAQ program on Police Intranet SMIT program

Gosford Council

Education program with customer service focus for all public contact staff

Interactive education program from either CD or Council’s intranet

Looking to adapt program to be suitable for all Councils

Hurdles in using this approach Low/no interest if not initiated within own business planning Low/no interest if we could not find an internal

supporter/advocate with some influence Many organisations undergoing major restructuring so

unreceptive to new, marginal initiatives Private sector find it difficult to see relevance to their

business interests No legislative, regulatory or social pressure on

organisations, as with physical disability Low interest if topic not included in nationally accredited

training packages for industry

Overcoming difficulties

Locate advocate within organisation Make benefits to organisation clear Go beyond imparting information Cost effective programs Develop partnerships & collaborations Develop resources that are relevant,

attractive & easy to use

Conclusions Public contact staff have an important role in

the lives of people living with dementia Outcomes for all can be improved with basic

training about dementia for public contact staff

Guidelines and resources have been trialed and are available to support this kind of work