Every Business Needs a Dementia Action Plan

As more Australians are urged to stay at home for longer as they age, Dementia Training Australia calls for businesses and the community to develop their Dementia Action Plan

Strategic planning for future challenges is a cornerstone of successful businesses, and now a new priority is emerging as a critical focus for organisations across all industries: dementia readiness.

The scope of this challenge is significant. By 2034, projections indicate that more than 20% of Australians might have dementia. As Australia's population ages and government policies shift towards keeping people at home longer, businesses and the community are facing an unprecedented challenge - and opportunity - to adapt to the needs of people living with dementia.

"Just as companies have cyber security and risk management plans, a dementia strategy should be an essential part of business continuity planning. We're no longer just talking about healthcare. This is a reality for everything we do within our community," said Dr. Isabelle Meyer, Executive Director of Dementia Training Australia (DTA).

“Australian businesses and local councils are a decade behind their European counterparts in creating dementia-friendly communities. These plans should outline how staff respond to challenging situations, detail environmental modifications like contrasting seat colours in public spaces, and consider building designs that allow people to age comfortably at home. It's about proactive, cost-effective measures that can significantly improve the quality of life for those with dementia. With small changes, we can help people live comfortably at home and reduce the need for early institutionalisation."

To address this growing need, DTA offers a range of training programs tailored for various sectors to assist organisations to train staff and build dementia action plans. This training aims to provide organisations with a general introduction to dementia, the experience of living with dementia and the way in which we all might need to respond to and support someone living with Dementia in our businesses and communities. This training includes:

• Volunteers' Course

• First Responders Training

• Meaningful Spaces (VR course)

• Changed Behaviours and

• Using the Government’s new Environment Design Principles and Guidelines

How do you know where to start? Learning Pathways is an online tool on DTA’s Website that allows you to search for keywords to help you find what’s relevant to you and suggests a range of free courses. The learning is flexible; courses range from 30 minutes to one hour, and people can do it in one sitting or dip in and out in 10-minute blocks.

Dementia Training Australia programs aim to equip people and businesses with the knowledge and skills to recognise and appropriately respond to situations involving people with dementia. This shift affects various industries, from financial services to hospitality and tourism.

"Financial institutions in particular, need to be vigilant in recognising signs of cognitive decline in their clients. Staff must be aware of sudden changes in financial behaviour, such as unusually large withdrawals or uncharacteristic spending patterns. This awareness helps protect vulnerable clients while navigating complex considerations," said Dr. Meyer.

In the hospitality and tourism sectors, the focus shifts to safety and customer experience. Hotels, cruise lines, and tourist attractions need to develop protocols to ensure the well-being of guests with dementia while providing an inclusive and enjoyable experience for all patrons.

However, the impact of dementia extends far beyond these sectors. Supermarkets, shopping centres, and public transport services are all environments where staff may encounter people living with dementia daily, often without realising it.

“If someone with dementia leaves without paying, staff are faced with a difficult position. Training to recognise confusion or distress is crucial. It's about managing delicate situations compassionately while protecting the business. Introductory courses on dementia-related behaviours can help staff handle these scenarios professionally, ensuring a positive customer experience,” said Dr. Meyer.

The business case for dementia readiness goes beyond customer service. For ASX-listed companies, having a dementia strategy could soon become a key component of their Environmental, Social, and Governance (ESG) commitments. This shift reflects a growing recognition of dementia-ready's commercial and ethical importance.

As part of Dementia Action Week (September 16-22), DTA is launching a comprehensive resource hub to support organisations in developing their Dementia Action Plans. This initiative comes at a critical time, as businesses across Australia begin to recognise the importance of adapting to the needs of an ageing population.

"We're having conversations with boards interested in what actions Australian businesses should take to support people living with dementia," Dr. Meyer notes. "From luxury retirement villages to banks, organisations realise that being dementia-ready is not just about social responsibility, it's about future-proofing their business."

As the landscape of customer service and business operations continues to evolve, one thing is clear: dementia readiness is no longer a niche concern for the healthcare sector. It's a critical component of business strategy for any organisation looking to thrive in an ageing society. The question for businesses is no longer if they need a Dementia Action Plan, but when they will implement one.

Dementia Training Australia invites all organisations to visit its website during Dementia Action Week and beyond to access resources, training materials, and guidance on developing robust Dementia Action Plans.

To learn more about Dementia Action Week and the available training, visit DTA's website.