Dementia Awareness & Communicaton Skills for Customer Facing Staff

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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: dfgp@alzheimers.org.uk

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

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 0300 222 1122 Thurs & Fri: 9am-5pm Sat & Sun: 10am-4pm The Alzheimer's Society Sussex Helpline Local information, support and signposting Sussex Helpline Weekdays: 9am-5pm 01403 213017 sussex.helpline@alzheimers.org.uk

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  

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)

29/10/2017 Joanna Pooley Dementia Support Worker joanna.pooley@alzheimers.org.uk Alzheimer’s Society Brighton & Hove Montague House Montague Place Brighton BN2 1JE 01273 726266 brighton-hove@alzheimers.org.uk Thank you C1.3 Revised February 2017 Copy right Alzheimer's Society