Almost 1 in 2 people will be affected by dementia in their lifetime. Our customer services teams are dedicated to providing good service, which includes helping people with dementia. I joined frontline staff on training that helps them understand the experiences of people living with dementia. It was an eye-opening day…
Since starting at Bristol Water nearly three years ago, I’ve always been in awe of how such a small team of people, deliver such a vital service for so many, and do so by always putting the customer at the very heart.
Last week was no exception when Steph Martin, who manages our affordability and vulnerability programme, invited frontline customer teams to climb aboard the ‘dementia bus’.
With dementia statistics scarily on the rise (it was 1 in 3 but now it’s nearly 1 in 2 people that will be affected in their lifetime) I was lucky to grab myself a ticket to see firsthand how this new training was going to be delivered. I was intrigued.
With everyone gathered in the room, I was struck by the coldness of the trainer. No introductions, no saying what we were going to experience, just a stream of instructions. ‘Off to a bad start’ I thought. Then small groups were syphoned off, out of the room to the bus.
When it was my group’s turn, I was a little bit apprehensive. What was going to happen?
Loud noises, flashing lights and spikey insoles
Inside the ‘bus’, well, small van, we were given yet more instructions. We were told to take off our shoes and place spikey insoles in them, put on oversized gloves, some headphones, and a pair of glasses that were so obscured by markings and filters, it made it very difficult to see.
We were then led in turn, into a dark quiet space, until it wasn’t. All of a sudden, lights began to flash, imagine 1970’s disco, and a cacophony of noise hit our eardrums. Through the headphones came snippets of music… no, sirens… no, babbled talking… no, traffic… who knows, it was just A LOT!
At first. I stayed glued to the spot, too scared to move around for fear of doing something wrong, breaking something, or bumping into someone.
As time went on, I grew braver and sought out a corner to explore. I use the term ‘explore’ loosely. With my senses hindered, I groped around to find some familiarity, but there was none.
Every time I grew braver, something else ‘happened to me’.
- Someone was giving me instructions, but what were they? Something about doing something in the kitchen?
- Someone was moving me about, but where was I going?
- Someone was putting an item of clothing on me, but what was it?
- Someone was patting me on the back and now touching my face. Someone needs to stop!
Eventually it did stop. And the lights came on, the noise ended, and I knew the training was over. And I knew why we’d been through that. We’d been ‘in their shoes’.
I genuinely have no idea how long the whole thing lasted. It could have been five minutes, or it could have been 15. I caught the bewildered eyes of my colleagues, and we all sighed a huge sigh of relief it had finished.
Luckily for us, it could finish.
An eye-opening insight into disorientation
Outside, we chatted frantically about what had happened. All retelling different, but also similar stories of what we’d experienced.
- “I was overwhelmed!”
- “I was very confused.”
- “I felt very vulnerable and disorientated.”
- “It was a real eye opener on how you might feel from the other side.”
- “I’ve had dementia training in the past, but to have it put to you like that!”
- “Definitely eye opening for me, as I really didn’t have any idea about dementia to be honest.”
Once reassembled in the main room, our frosty trainer warmed, and she told us that her ‘drill sergeant’ attitude was all part of the experience. Allowing us to remember that as humans we need to feel exactly that – human.
The teams from across the business; from metering to flushing; leakage inspectors to customer service teams, all got to listen and ask questions about how we can best serve our customers with dementia. Either on the doorstep, or over the phone.
We were given information on the different types of dementia, how to recognise someone with the symptoms, and depending on those, helpful tips on what to do… and what not to do.
Things like simplicity of language, repetition, uniforms, visual materials, background noise, lighting, body language and patience can all play a part.
Smiles, stuck out for me. But I think our customer teams are never short of those 😊
Join the Priority Services Register for support with dementia or other additional needs
If you, or anyone you know, suffers from dementia, has additional needs or requires some extra support then get in touch. By being on our Priority Services Register we can tailor our services to meet your needs. Sign up today for Priority Services or call 0345 600 3600.
A massive thank you to Ashlee from the Alzheimer’s Society for a very enlightening and informative session.
More information about the Dementia bus: Virtual Dementia Tour - The Alzheimer’s & Dementia Show 2024
For advice and support for anyone affected by dementia visit: www.dementiauk.org
