We recently received the following review from a customer: “The service I received was excellent from Karl who answered the initial call to Sean who completed the job. My dad has dementia; Karl went out of his way to make sure the job was done asap minimising the disruption to my family thank you again.”
This was great feedback for us but it also highlighted the importance in being able to adapt to the needs of each customer, particularly those who are vulnerable. We were pleased that Sean and Karl were able to minimise the disruption for this gentleman, but we also felt that we could benefit as a company from developing a greater understanding of dementia and how we can be more dementia friendly.
This is important because we go into people’s homes, often in challenging circumstances such as a plumbing emergency or boiler breakdown. These situations can be stressful for anyone but must be particularly difficult for someone living with dementia. The better educated we are about the condition, the more sensitively we can deal with it – from our call handlers to the engineers dealing with the job in hand.
That’s why we have made a commitment to becoming Dementia Friends as an organisation. Dementia Friends is an Alzheimer’s Society initiative to change people’s perceptions of dementia. It aims to transform the way the nation thinks, acts and talks about the condition.
We’re asking every member of staff, whatever their role, to become a Dementia Friend by watching the videos on the Dementia Friends site to gain an insight into dementia and learn skills they can use to help our customers better. Look out for our engineers wearing their Dementia Friends badges.
Dementia affects over 850,000 people in the UK and that is expected to rise to over 1 million by 2025. It is possible to live well with dementia and being treated with patience and understanding, especially in difficult situations, can only help this so we’re pleased to be making this commitment.
Complete the form below and one of the Plumbcare.com team will get back to you as soon as possible.