2. Dementia Awareness & Communicaton Skills for Customer Facing Staff

3. Session Overview What is dementia? Symptoms of dementia Communicating
Language we use to talk about dementia
Dementia friendly GP practices
Resources
Local services

4. What is dementia?
The term ‘dementia’ is used to describe the symptoms that occur when the brain is affected by specific diseases and conditions.

5. Types of dementia Alzheimer’s disease Vascular dementia
Dementia with Lewy bodies
Frontotemporal dementia
Mixed dementia

6. How does dementia affect people?
Symptoms of dementia include:
memory loss

7. How the brain stores memories
Hippocampus
factual memory
logic and reason
attention
Amygdala
feelings
emotional memories
Amygdala
Hippocampus

8. The bookshelf model of memory storage
Hippocampus memory
memories like books on a bookshelf
stored over time
most recent on top.
Person with dementia
bookshelf wobbles
top shelf books affected first
progressively lower books fall.
Revised Feb 2017

9. The bookshelf model of memory storage
29/10/2017
Hippocampus (factual memories) Amygdala (emotional memories)
The bookshelf model of memory storage 9
C1.3 Revised February 2017 Copy right Alzheimer's Society

10. How does dementia affect people?
Symptoms of dementia include:
memory loss
communication problems

11. How does dementia affect people?
Symptoms of dementia include:
memory loss
communication problems
difficulties with everyday tasks and planning

12. How does dementia affect people?
Symptoms of dementia include:
memory loss
communication problems
difficulties with everyday tasks and planning
confusion about time or place

13. How does dementia affect people?
Symptoms of dementia include:
memory loss
communication problems
difficulties with everyday tasks and planning
confusion about time or place
problems with sight and visual perception

14. How does dementia affect people?
Symptoms of dementia include:
memory loss
communication problems
difficulties with everyday tasks and planning
confusion about time or place
problems with sight and visual perception
changes in mood and behaviour

15. Communicating with the person with dementia
People with dementia can have difficulties:
understanding others
concentrating
making themselves understood

16. Making ourselves understood
Attract attention
Has the person seen you approach?
Make eye contact
Greet the person by name, and smile!

17. Making ourselves understood
Attract attention
Body language and non-verbal communication
Same eye level
Respect personal space
Use open body language
Avoid agitated movements or tense facial expressions

18. Making ourselves understood
Attract attention
Body language and non-verbal communication
What you say and how you say it
Speak clearly and slowly
Keep sentences short and simple
Avoid speaking sharply or raising your voice
Try to illustrate what you are saying
Allow time for the person to respond
Try rephrasing
Always include the person in conversation

19. Making ourselves understood
Attract attention
Body language and non-verbal communication
What you say and how you say it

20. Helping a person with dementia to concentrate
Be aware of the environment
Check the person has
-noticed you
-seen you
-can hear you

21. How we can help a person with dementia to make themselves understood
Listen carefully, talk less and pay attention
Reflect back
Observe their non-verbal ‘signals’
Don’t rush – there may be long silences

22. Language we use to talk about dementia
Words and descriptions to avoid
Dementia sufferer
Demented
Senile or senile dementia
Burden e.g. people are a burden or cause burden
Victim

23. Language we use to talk about dementia
Alternative words to use
Person/people with dementia
Person/people living with dementia
Person/people living well with dementia

24. Language we use to talk about dementia
The word ‘dementia’
People will choose different ways to identify themselves in the context of their dementia
Some people dislike the terms ‘dementia’ or ‘alzheimer’s’
It is important to be person centred in your approach

25. Dementia Friendly GP Practices
Why is general practice important for people with dementia?
Opens the door to information, support and planning
Provides info and signposting needed to access support
Holds responsibility for care plans and reviews

26. Dementia Friendly GP Practices
What challenges do people with dementia currently experience in accessing general practice?
May struggle with:
remembering to attend appointments
navigating the physical environment of the practice
expressing their concerns in the short time available with their GP
Often do not receive:
information on support available
reviews of their care as needs change

27. Dementia Friendly GP Practices
What are the benefits of becoming dementia friendly ?
Improving quality of care and support for people with dementia
Supporting national frameworks and standards for dementia
Supporting key lines of enquiry of the Care Quality Commission
Reducing missed appointments and repeat appointments
Increasing dementia awareness and understanding for all practice staff, as well as contributing to personal development and job satisfaction

28. Dementia Friendly GP Practices
What is involved and what support is provided?
An awareness session for staff
Using a checklist to identify changes that can be made within your practice
Accessing a range of free resources from the Alzheimer’s Society
Contact our team:

29. Resources for people with dementia and their carers
Our website:
Dementia Connect
online directory of dementia services and support in their local area
Talking Point
online support and discussion forum
Publications, factsheets and guidance

30. Resources for people with dementia and their carers
Helplines
The Alzheimer's Society National Dementia Helpline
Provides information, support, guidance, signposting for anyone affected by dementia
National Helpline Mon-Wed: 9am-8pm
Thurs & Fri: 9am-5pm
Sat & Sun: 10am-4pm
The Alzheimer's Society Sussex Helpline
Local information, support and signposting
Sussex Helpline Weekdays: 9am-5pm

31. Alzheimer’s Society services in Brighton and Hove
Memory Assessment Service (MAS)
Dementia Support Service
Information and Support Drop-in
Peer Support Groups
Singing For The Brain

32. Alzheimer’s Society services in Brighton and Hove
For carers
Carers Information and Support Programme (CrISP)
For people with dementia
Live Well With Dementia
Cognitive Stimulation Therapy (Memory Group)

33. 29/10/2017
Joanna Pooley Dementia Support Worker Alzheimer’s Society Brighton & Hove Montague House Montague Place Brighton BN2 1JE
Thank you
C1.3 Revised February 2017 Copy right Alzheimer's Society