essentials!for!becoming!dementia2friendly · direct marketing association’s guidelines for call...

Essentials for Becoming Dementia-‐Friendly Community by community, as awareness of Alzheimer's disease grows, we can take action to create dementia-‐friendly environments. Whether you’re implementing the Dementia Capable Communities Toolkit or you’re a community or organization interested in fostering dementia readiness, ACT on Alzheimer’s® resources can guide you toward achieving a dementia-‐friendly community. Sector-‐Specific Action: Every part of the community can strive to be dementia friendly. The following sector-‐specific guides provide key checklists and resources to assist organizations/individuals in their dementia-‐related work. The information is designed for these community sectors:

• Business • Community-‐Based Services

and Supports • Faith Communities • Health Care Community • Legal and Financial Services • Local Government • Residential Settings

Shared Community Action: In addition to helping each community sector move toward dementia readiness, consider starting a community-‐wide effort to become a Dementia-‐Friendly Action Community. This process entails convening key influencers who will survey community members about dementia awareness and needs in the community, and based on survey results, identifying one or more overarching community goals and working together to achieve them. There are four phases to this process, and ACT on Alzheimer’s provides key tools and resources to support your action community in each phase.

The Toolkit, including instructional videos and more, is at http://actonalz.org/toolkit.

Establish dementia-friendly customer service goals • Educate staff on recognizing the signs of

dementia • Train staff on learning and using dementia-

friendly communication appropriate to the particular business

• Emphasize treating the customer with respect and dignity

• Foster a connection with the customer’s caregiver/family, especially when important transactions are involved

• Know the local services available to help people with dementia and their caregivers

Establish goals for supporting caregiver employees • Have conversations about the dual

responsibilities at work and at home • Learn about community resources, make

print and online resources available to employees, and help equip them to maintain a healthy work-life balance

• Establish supportive policies and practices, such as work schedule flexibility, and inform employees of these policies

• Ask for employee feedback on efforts to support working caregivers

© 2014 ACT on Alzheimer’s® www.ACTonALZ.org

Awareness of dementia and its impact on the business setting is an emerging imperative. Businesses with a dementia-friendly environment are ACTing to meet the needs of their employees and their customers. For example:

• Equipping employees to understand and better serve people with dementia helps sustain customer loyalty.

• Supporting employees who care for someone with dementia helps a business retain valued colleagues.

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DEMENTIA-FRIENDLY BUSINESSES

A Prepared Business is Good Business

© 2014 Page 2ACT on Alzheimer’s® www.ACTonALZ.orgRev. 06/16/14

Take steps to be aware, to find resources, and to maintain a dementia-friendly environment

STEP 1

STEP 4

STEP 2

STEP 5

STEP 3

STEP 6

Be prepared to recognize the signs of dementia in customers by using reliable resources.1

Learn and use dementia-friendly communication skills, including customer phone calls and call routing processes.2,3,4

Know the local services available to help people with dementia and their caregivers and help make connections.5,6,7

Ensure the environment is dementia friendly, such as:2

• Provide quiet places to sit and relax

• Be safe and accessible for the person with dementia by having: - Well-lit hallways - Uncluttered spaces- Pictures and signs that

easily identify areas such as restrooms

Support caregiver employees.7

Learn more by viewing Action Resources for businesses and workplaces.5,6

1. Alzheimer’s Association, “Know the 10 Signs”: http://www.alz.org/alzheimers_disease_10_signs_of_alzheimers.asp

2. Tips for Businesses: Adopting a Dementia-Friendly Environment: http://www.actonalz.org/pdf/ACT-TipsForBusiness.pdf

3. Your Call is Important To Us: http://businessdisabilityforum.org.uk/uploads/files/YCIITU_generic_2010.pdf

4. Direct Marketing Association’s Guidelines for Call Centres: http://dma.org.uk/sites/default/files/tookit_files/call-centres-vulnerable-consumers_final.pdf

5. Action Resources for Dementia Friendly Businesses http://www.actonalz.org/dementia-friendly-businesses

6. Action Resources for Workplaces http://www.actonalz.org/workplaces

7. Alzheimer’s Association Minnesota North Dakota 24/7 Helpline, 1-800-272-3900 or http://www.alz.org/mnnd and Senior LinkAge Line®, 1-800-333-2433

Resources

Every part of the community can strive to be dementia

friendly within the collective community process of creating

a supportive environment for people with dementia and their families. Learn

more about the process and the Minnesota communities

ACTing on Alzheimer’s at www.ACTonALZ.org.

DEMENTIA-FRIENDLY COMMUNITY-BASED SUPPORTS

Supports that foster independence and quality of life include: • Dementia-friendly, community-based service

providers who are aware of and use best practices in serving people with dementia.1

• Education, counseling and support for caregivers and families that allows them to continue their critical role in supporting people with dementia.2

• Wellness programs – such as nutrition, physical activity, and physical, speech, and occupational therapy – that help people live well with dementia and reduce the severity of the disease.3

• Risk reduction services that address home safety to avoid accidents and injuries, including those related to driving.4,7

• Meaningful activities and engagement opportunities, such as memory cafes, adult day programs, and art, music, and theater tailored to people with dementia.5


Living independently at home, often with some support, is a hallmark of a dementia-friendly community. People with dementia and their caregivers need to understand the disease, care options, and community services available to support a meaningful life.

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• Advance care, financial and legal planning to prepare for the future.6

• Independence at home services, including chore services, meal delivery, home care, and other home-based services that help people with dementia adjust to changing needs.3,7

• Dementia-aware and dementia-friendly culture programs, such as Dementia Friends, and community trainings that leverage the broader community in providing a support network.5


1. ACT on Alzheimer’s® Community-Based Service Provider Practice Tool: http://www.actonalz.org/provider-practice-tools

2. Action Resources for Caregivers and Families: http://www.actonalz.org/caregivers-families


4. Action Resources for Transportation and Driving: http://www.actonalz.org/transportation-driving

5. Action Resources for Dementia Friendly Communities: http://www.actonalz.org/dementia-friendly

6. Action Resources for Advance Care, Financial and Legal Planning: http://www.actonalz.org/advance-care

7. Action Resources for Housing and Residential Settings: http://www.actonalz.org/housing-residential

Resources

Every part of the community can strive to be dementia friendly within the collective community process of creating a supportive environment for people with dementia and their families. Learn more

about the process and the Minnesota communities ACTing on Alzheimer’s at www.ACTonALZ.org.

DEMENTIA-FRIENDLY FAITH COMMUNITY

Establish dementia-friendly goals for ordained and lay clergy and staff • Get training/education on recognizing the

signs of dementia • Learn and use dementia-friendly

communication skills • Know the local services available to help

people with dementia and their caregivers

Support and empower the person with Alzheimer’s • Offer short devotions or inspirational stories

that last no longer than five minutes • Be attuned and flexible to the way the

person talks about his or her spirituality • Plan short, frequent home visits rather than

lengthy ones • Encourage the person to take part in

services and social events appropriate to his or her abilities

• Help provide worship services at the family’s home or bring them an audio or videotape when attending in person becomes difficult

Support and empower the person’s caregiver • Recognize the signs of caregiver stress;

direct the caregiver/family to appropriate resources

• Help provide worship services or rituals in the caregiver’s home or provide tapes, DVDs, and links to service on-line when the caregiver role affects attending in person

• Prompt the caregiver to use respite care for a break from daily responsibilities

• Form a caregiver support group

Create a dementia-friendly environment • Provide a quiet room where the family or

caregiver can take a person who may get anxious during the service

• Have a safe and accessible environment for the person with dementia by taking measures such as: - Well-lit hallways- Pictures and signs that easily identify

areas such as restrooms


Faith communities play a vital role in offering safe, supportive, and welcoming environments for people with dementia, including opportunities for meaningful engagement and spirituality.

Congregants or visitors with Alzheimer’s or other dementias should be welcomed and acknowledged, gently supported when experiencing difficulties, invited to spiritual activities and programs, and offered a volunteer companion when extra support is needed.

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Educate the congregation • Offer congregants education about

Alzheimer’s to change attitudes that may exist and build support for those touched by the disease

• Have a person living with Alzheimer’s give a talk about his or her experiences

• Provide tips on communicating with someone who has the disease



STEP 1

STEP 4

STEP 2

STEP 5

STEP 3

STEP 6

Be prepared to recognize the signs of dementia in congregants by using reliable resources.1

Learn and use dementia-friendly communication skills.2

Know the local services available to help people with dementia and their caregivers and help make connections.3

Ensure the environment, spiritual programming, and activities are dementia friendly.2

Support caregivers and families.3

Disseminate action resources for faith communities.2

1. Alzheimer’s Association, “Know the 10 Signs”: http://www.alz.org/alzheimers_disease_10_signs_of_alzheimers.asp2. Action Resources for Faith Communities: “Spirituality and Alzheimer’s,” Tending to the Spiritual Self,” “Meeting the

Spiritual Needs of Persons with Dementia,” “Dealing with Alzheimer’s: A Spiritual Approach to Coping”: http://www.actonalz.org/faith-communities


Resources

Every part of the community can strive to be dementia friendly within the collective community process of creating a supportive environment for people with dementia and their families. Learn more about the

process and the Minnesota communities ACTing on Alzheimer’s at www.ACTonALZ.org.

SUPPORTING YOUR CLIENTS: DEMENTIA-FRIENDLY LEGAL AND FINANCIAL SERVICES

What is at risk?Failing to provide dementia-friendly services can result in problems for clients: • Unpaid expenses • Squandered resources • Avoidable guardianship • Client abuse, neglect, or exploitation

Why do you need to know? • Dementia is a progressive disease with

ongoing decline in capacity • Difficulties with financial management and

other “executive function” abilities are often the first signs of dementia

• Caregivers take on more and more decision-making for the client with dementia and should be involved in discussions as appropriate

How can you support your clients? • Get training/education on recognizing the

signs of dementia • Learn and use dementia-friendly

communication skills • Assess the client’s capacity on a periodic

basis • Empower and support a client with

dementia and their family • Plan for declining capacity from dementia

and identify who will make decisions when the client cannot

• Know the legal and/or financial issues and risks faced by clients with dementia

• Protect against undue influence or fraud in planning

• Protect your client from potential abuse, neglect or exploitation

• Know the local services available to help clients with dementia and their caregivers and help make connections


Legal and financial matters for age- and care-related issues can be complex. Planning ahead is key for a person with dementia, so he or she can express wishes for future decisions. A plan eliminates guesswork for families, too, and brings peace of mind. Often, legal and financial advisors are the first to identify an older person’s cognitive decline. Help your clients by being aware and being prepared to offer dementia-friendly support.

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STEP 1

STEP 4

STEP 2

STEP 5

STEP 3

Be prepared to recognize the signs of dementia in clients by using reliable resources.1,3

Assess the capacity of clients you suspect may have dementia by using assessment tools.2,3

Know the local services available to help people with dementia and their caregivers and help make connections.2,3,4

Address the range of issues that can be impacted by dementia, such as: 2,3,5,6

• Advance care planning that clarifies who will make decisions and the duties involved

• Health and long-term care advance planning

• Financial advance planning, including direct deposit, joint accounts, automatic bill pay, power of attorney (created with capacity and protections against abuse), representative payee planning, trusts for complex assets (inter vivos and living trusts), estate planning, inheritance issues, beneficiary issues, money management services, and guardianship (when unavoidable)

Know the signs of elder abuse and financial exploitation and protect clients from potential abuse, neglect and exploitation.2,3

1. Alzheimer’s Association, “Know the 10 Signs”: http://www.alz.org/alzheimers_disease_10_signs_of_alzheimers.asp

2. Administration on Aging Webinars: “Working with People with Dementia and Assessing Client Capacity,” “Advance Health Care and Financial Planning for Persons with Alzheimer’s” and “Elder Abuse, Neglect and Exploitation and Clients with Dementia”: http://www.aoa.gov/AoARoot/AoA_Programs/HPW/Alz_Grants/index.aspx#resources

3. Assessment Handbook and Worksheet: http://www.apa.org/pi/aging/resources/guides/diminished-capacity.pdf


5. Action Resources for Advance Care, Financial and Legal Planning: http://www.actonalz.org/advance-care

6. “Managing Someone Else’s Money”: http://www.consumerfinance.gov/blog/managing-someone-elses-money/

Resources

Every part of the community can strive to be dementia friendly

within the collective community process of creating a supportive

environment for people with dementia and their families.

Learn more about the process and the Minnesota communities

ACTing on Alzheimer’s at www.ACTonALZ.org.

DEMENTIA-FRIENDLY LOCAL GOVERNMENT

Dementia-friendly local government planning includes: • Community planning, assessment, design and

implementation that is inclusive of all generations and community sectors

• Disaster preparedness that fosters both community and family preparedness to support individuals who are especially vulnerable, including those with cognitive impairment

• Emergency responders and law enforcement officials who can identify and support a person with dementia


Local government planning that includes accessible services and supports for people with dementia is important in ensuring a community is dementia friendly.

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Community Planning1,2

STEP 1Home Life

STEP 2Mobility

STEP 3Community Life3

Offer diverse housing options, locations and regulatory flexibility that support changing needs.

Provide accessible transportation, navigable public spaces and multi-use public buildings.

Include programs and services that accommodate people with dementia.



STEP 1

STEP 4

STEP 2

STEP 5

STEP 3

Facilitate coordination among state and local emergency management offices and the aging services network.

Develop special needs registries identifying people with dementia who may need help in the event of a disaster.

Provide specialized education on disaster preparedness to people with dementia and their caregivers and families.

Provide dementia training and resources to city/county staff who work with the public, including emergency responders, law enforcement, and fire fighters, and to staff in public health/human services on serving and communicating with people who have dementia.5,6,7

1. Guide to Elder Friendly Community Building: http://planning.co.cuyahoga.oh.us/documents/pdf/elderfriendly.pdf

2. Aging in Place: A State Survey of Livability Policies and Practices (National Conference of State Legislatures and the AARP Public Policy Institute): http://assets.aarp.org/rgcenter/ppi/liv-com/aging-in-place-2011-full.pdf

3. Action Resources for Dementia Friendly Communities: http://www.actonalz.org/dementia-friendly

4. Disaster Planning: Home and Community Based Services for People with Dementia and Their Caregivers: http://www.aoa.gov/aoaroot/Preparedness/Resources_Network/pdf/Toolkit_2_Disaster_Preparedness.pdf


6. NCCDP Tips for First Responders: http://www.nccdp.org/first-responder-tips.htm

7. International Association of Chiefs of Police Alzheimer’s Initiative: http://www.theiacp.org/Alzheimers Tips and pocket care for recognizing and assisting drivers who have dementia: http://www.theiacp.org/portals/0/documents/pdfs/IACP-Alzheimer-MotoristAssist.pdf http://www.theiacp.org/portals/0/documents/pdfs/IACP-AlzheimerPocketcard.pdf

Resources

Disaster Planning and Emergency Response4



Include people with dementia and their caregivers in the development of local emergency plans.

DEMENTIA-FRIENDLY HEALTH CARE SETTING


Health care professionals are critical to the multi-sector success of a dementia-friendly community. Their role in identifying and diagnosing dementia, educating the patient and caregiver about the disease, understanding community resources available, and providing ongoing medical management helps people with dementia be informed and supported along their journey.

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Actions to create and maintain a dementia-friendly environment in health care settings

STEP 1 STEP 2 STEP 3

Get training/education on recognizing the signs of Alzheimer’s and related dementias.

Resources:Alzheimer’s Association, “Know the 10 Signs”: http://www.alz.org/alzheimers_disease_10_signs_of_alzheimers.asp Action Resources for Health Care: http://www.actonalz.org/health-care

Administer objective assessments to screen for dementia, such as the Mini-Cog or Montreal Cognitive Assessment (MoCA).

Resources:Mini-Cog: http://www.actonalz.org/pdf/Mini-Cog.pdf Montreal Cognitive Assessment (MoCA): www.mocatest.org

Use clinical practice tools to detect and treat Alzheimer’s and related dementias.

Resources:ACT on Alzheimer’s® Provider Practice Tools: http://www.actonalz.org/provider-practice-tools

ACT on Alzheimer’s® Dementia Education: http://actonalz.org/dementia-education



Share dementia-specific medical condition information with patients AND their caregivers.

Resources:ACT on Alzheimer’s® “After a Diagnosis”: http://www.actonalz.org/provider-practice-tools

Offer the patient and caregiver information about the disease and available supports and make referrals to local non-medical services and support.

Resources:Alzheimer’s Association Minnesota North Dakota 24/7 Helpline, 1-800-272-3900 or http://www.alz.org/mnnd and Senior LinkAge Line®, 1-800-333-2433

Use clinical practice tools to support patients and caregivers through all stages of the disease, including addressing behavioral expressions and other symptoms.

Resources:ACT on Alzheimer’s® Managing Dementia Across the Continuum: http://www.actonalz.org/provider-practice-tools

STEP 7

Offer audience-specific practice guidelines to other members of your health care team and your referral network.

Resources:ACT on Alzheimer’s® Care Coordination Practice Tool: http://www.actonalz.org/provider-practice-tools ACT on Alzheimer’s® Community-Based Service Provider Practice Tool: http://www.actonalz.org/provider-practice-tools




Identify champions for maintaining dementia readiness across the organization.1

Educate and train all staff about dementia; educate and support family members and other residents as possible.2

Regularly assess and monitor needs; develop and implement responsive, person-centered care plans.3


DEMENTIA-FRIENDLY RESIDENTIAL SETTINGS: MEMORY LOSS SERVICES

Establish dementia-friendly goals • Leadership ensures best practices are applied

toward dementia readiness across all aspects of the residential setting

• Staff – and where possible, family members and other residents – are educated about dementia and receive ongoing training that supports them in their roles and responsibilities

• Care practices and environments are person-centered and dementia-supportive


Older adult residential settings that serve and support people with dementia are a mainstay in an age- and dementia-friendly community. Settings include independent and assisted-living residences, housing with services, hospice, and long-term care facilities tailored to people with dementia.*

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* This resource is designed for staffed residential settings that offer specialized memory loss services. It can aid any older adult residential setting, because 60-75% of older adults with cognitive impairment live in such a setting.


STEP 4 STEP 5

Manage dementia across the continuum of the disease using best care practices.3,4

Provide supportive and person-centered environments.1

1. Action Resources for Housing and Residential Settings: http://www.actonalz.org/housing-residential

2. ACT on Alzheimer’s® Dementia Curriculum and Trainings for Direct Care Staff: http://www.actonalz.org/dementia-education

3. ACT on Alzheimer’s® Managing Dementia Across the Continuum: http://www.actonalz.org/provider-practice-tools

4. Dementia Care: Crossing the Quality Chasm: http://www.leadingage.org/Dementia_Care_CCAL_Whitepaper.aspx

Resources



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