Tips for serving customers with dementia
Here are tips for your staff when communicating with someone with dementia:
- Certain behaviours are easier to understand if you suspect the person has dementia.
- Genuine and calm reassurance will potentially bring about better outcomes. Communicate this with your tone of voice an body language.
- Repeated questions may be an indication of increased stress or confusion. Be reassuring and validate their emotions.
- Reminiscence and diversion may assist to calm someone down and establish feelings of security. Ask about their life history or distract with another point of focus.
- Use their name if possible. It reminds them you know who they are and that a connection has been established.
- Try not to react to what the person with dementia is saying. If possible be in the moment and connect with the person through acknowledging the insecurity felt.
- Sharing information with others in your staff if you have repeat instances of someone with dementia using your services.
- Impact of the environment on people with dementia. People with dementia work well in familiar and consistent environments and even minors changes to routine can cause anxiety and agitation.
- Maybe designate somebody to learn about dementia so they are able to serve these customers better.
Last Updated: 11/08/2017