1. Dementia Friendly Communities – Building the Business Case Dementia Action Alliance Crystal Blue Consulting Ltd 19 th June 2013

2. Background Brief – economic/business case for DFC Structure: – Business perspective – Individuals – cost of the pathway Today: – Feedback on business angle – Take soundings 2

3. Involvement Talked to organisations on Champion’s Group – Lloyds Bank, Unison, National Housing Federation, Anglian Water – EDF, EON, M&S Local business – DAA – Cockermouth – Centre for the Third Age – Falmouth: 24 th June 2013 3

4. Questions What is the nature of your business? What does being ‘dementia friendly’ mean to you and your organisation? Have there been any initiatives that could be described as dementia friendly? Are there any proposed initiatives planned for the future? What are the benefits to business in being dementia friendly? Would you envisage any impact upon: Customer base / Demand for services Cost of provision Workforce Reputation, identity, branding Business strategy 4

5. Answers Nature of Business: – Supplying … to Customers Being Dementia Friendly: – Awareness and understanding of dementia – How staff can best respond (using existing processes) Initiatives: Training Benefits to the business: improved customer service 5

6. Answers - Impact Cost of Provision: – Low – Within existing training budget or quality systems – Sustainable – Fits within a wider approach Workforce: – Employee support: Sandwich generation Reputation: – Yes – very important “Early days”: low maturity – Informal – Defined – Repeatable – Managed – Optimised 6

7. Barriers How do we know when we are dementia friendly? – Uncertainty – Big vs. Small business – What does it look like? Stigma – Businesses may not be very interested 7

8. Enablers The right thing to do Corporate goals, e.g. corporate social responsibility Customer relations Operational improvements Strategic – ageing society Reputation – core intangible asset – 91% unhappy customers do not complain – Unhappy customer tells 8-10 people – 92% customers trust word of mouth – Walk away pound – Reputation can break a company – Estimated to account for 3-7.5% revenues annually High Street Competition 8

9. Customers Prevalence: – 7% of 65+ population predicted to be living with dementia – Less than half have received a formal diagnosis – Severity: 55% mild - 33% moderate - 12% severe Fear of Dementia: – 80% surveyed (aged 50+) fear dementia – 80% ……………………………….fear cancer – 84% carers fear their loved one will develop dementia – 82 % carers ………………………………………………….cancer – 48% respondents know someone living with dementia 9

10. 10 Competitive Advantage Motivated Champion Corporate Social Responsibility Low Cost Intervention: Training & Awareness Building Relationshi p with Customers Customer Service Reputation & Branding Strategic - Ready for Demographic Change

11. Questions 1.Think of a business, e.g. – Retail, banking, utility, transport ……. your business? 2.How would you advise? – Being dementia friendly means ………. 3.Barriers to involvement – Is stigma a major barrier? Are there others? 4.Incentive to involvement – Examples of competitive advantage? 11

12. Thank You www.crystalblueconsulting.com 12