promoting an understanding of dementia for staff who deal with the public “over the counter” -...
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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
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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
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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
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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
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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
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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
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Needs analysis
Literature search Web search Focus groups with carers and with people
living with dementia
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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
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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
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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
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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
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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
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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
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Final organisations in project
Pharmaceutical Society of Australia (representing community pharmacists)
NSW Police Gosford Council
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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
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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
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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
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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
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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
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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