Meeting Point to support use of Culver Square in Colchester

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The Purpose

Culver Square is a complex site that members of the public are expected to find their way around quite independently. The site has many different units, each with their own staff and management teams, and a busy outdoor space in between them, in which visitors can expect to see different things on each visit - from beaches to batman, morris dancers and market stalls.

The purpose of the mystery shopping activity was to gain insights to issues that people with dementia and their carers might experience, to help management identify and develop action plans to improve the inclusivity of their offer.

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​Preparation

Time was spent raising dementia-awareness of frontline staff and site management with Alzheimer's Society. This led to awareness that there may be unappreciated barriers and challenges about using the site for people affected by dementia.

The site manager, a unit manager, and Alzheimer's Society staff, met to consider next steps.

• They noted that due to the need to maintain frontline services, it could be difficult to get lots of staff away from their units to attend meetings. So they decided to ask people with dementia and carers to come to the site to help staff learn from their experiences of using the site and its services.

What happened

Alzheimer's Society staff identified 5 couples - each a person with dementia and a carer - to visit the site on a particular date.  The couples agreed to use a short survey to provide feedback about their experience.

The survey had four broad questions in a logical order for arriving at, and using the site

• How easy was it to get to Culver Square?
• What is shopping in Culver Square like?
• How was your shopping experience in Culver Square overall?
• Do you have any other comments or suggestions?

Each broad question was followed by simple, short, more closed questions prompting people to consider things like lighting, signage and customer service.

• These made it easy to complete the survey while on the site.
• They made it quick and easy to analyse responses. 

After the visit the couples shared their survey responses. They also discussed their thoughts and feelings with Alzheimer's Society.

• It was interesting... I spoke to a young lady manager... who said when they were made aware if a customer had a problem, they would help as appropriate, as regards taking them to loo if asked or whatever.  
• I said the signage could be better, especially as to whereabouts of loo.  
• '[a shop] would help as required.  They don't have a customer loo but would allow use of one.' located next to checkout if asked.
• I was unaware of where information boards were of which floor catered in which goods.  I didn't see the signage at the SIDES of the entrance doors.  One expects to see them in front as you enter.  
• I don't mind doing it again if it helps.

The results

Areas for improvement were identified, with themes emerging from the feedback, such as improving toilets signage.  Examples of feedback people gave:

• 'dark mats at the entrance'
• 'no list of where things were near the entrance'
• 'store guide was between the entrance doors...[Stopping] to read it caused a jam of people between the doors'
• 'had a slight problems with escalators... yellow lines would help distinguish each step'
• 'background music was irritating when trying to think about where to go - could be stressful'
• 'unable to find toilets - led to confusion and panic'
• 'toilets … top floor! long journey! no signs to get you there'
• 'should have men/lady figures next to 'toilets' on store guide'

People said they felt anxious about what would happen if they became separated from their loved one while using the site

• they wanted to know what the process would be to help them find each other again. 

Alzheimer' Society staff reviewed the findings with the site manager. This led to some quick fixes being identified.

• creating a dementia-friendly place to meet and rest.
  • The site manager and Alzheimer's Society reflected on how best to do this.
    • There were some concerns about identifying people with dementia as vulnerable, and about people who may not have a diagnosis of dementia but who might also benefit if they experienced confusion or got lost while on the site. So to be inclusive, the decision was made to have a meeting place that everyone can use. 
  • The site manager took steps to address the anxiety about getting lost around the site.
    • He  identified a place in the outdoor space and that is slightly under cover, enough to keep people dry.
    • To reflect that this was for everyone, he decided to have it painted in the site brand colours and to label it clearly as a meeting place.
    • Once complete, he said he would have it added to site information board maps around the site.
    • Staff would be trained so that if someone was lost, they would take the lost person, and direct people looking for them, to the meeting point. 

The findings from the people affected by dementia prompted more action to ensure that more staff at the site are dementia aware, whatever unit they work in.

• More Dementia Friends sessions have been planned for staff working in the shops.
  • The sessions will be followed immediately by dementia action sessions. Staff will be asked to consider
    • the mystery shopping findings
    • what they have learned in becoming Dementia Friends
    • what ideas they have for changes they can make in their shops to improve the experience of users affected by dementia.  

What changed for people with dementia

One couple who took part as mystery shoppers feedback that they were pleased to be asked and felt that they were making a positive move to make people more aware and have a better understanding of dementia. The experience also made them aware of struggles that they had taken forgranted. They would like feedback on what else happens as a result of their being involved. They said they would be very interested to take part in any other similar opportunities to help in the community. 

In one couple the person with dementia 'gave up half way through cause he didn't really understand what the point of it was.'

Learning points

This is not a site specifically for people with dementia, so the site management recognise the need to try out having a generic meeting place to see how everyone responds to it. For example, might it become overtaken by groups of young people. 

Even if consent is given for taking part in an activity, it's important to let people withdraw if they change their minds during the activity.

Key contact to find out more

Alzheimer's Society team in Essex. Email: [email protected]. 

Useful links:

Culver Square shopping centre