Does Your Company Have A Dementia Policy?

I have written about this subject before earlier in the year, and although it is rarely mentioned, it is still one of the biggest issues our installations part of the industry. Dementia, and dealing with people who are suffering from the disease and other mental health issues. With an ageing population, we're all living longer, which means there will be more and more people living with Dementia and Alzheimer's.

Question is, how many of us out there actually have a concrete, written-down plan on what to do and how to deal with people who are suffering from the condition? My guess is very few. We should all be looking at turning that situation around.

Unknown time bomb

I'm writing about this again after hearing on the BBC a case where a daughter was having huge difficulty in trying to cancel or reduce payments for various services for her dad. He suffered from Dementia and it was a perfect illustration of the real world problems vulnerable people and their families have to struggle with on a daily basis.

Arguably, how the installation part of our industry has an even greater responsibility than other smaller ticket sectors, given the potentially much larger sums of money at stake.

Not all that long ago I had a run of customers that I dealt with who all suffered from Dementia to some varying degree. Luckily, every client I dealt with had family of some kind there during the sales process. I was able to speak directly to them, whilst also being able to communicate with the sufferer in such a way as to not make them feel left out of the process but also making sure their loved ones were able to oversee what was being done. It was a safety barrier for them and the family.

But it did get me thinking. In the space of a couple of weeks I had dealt with four Dementia or Alzheimer's sufferers, all within a few miles radius. Had their families not been there to help out with the visit, or had I been a less than honest sales person who only sought to take advantage, these could have been four people who could have been very badly treated. Where was the legislation to protect sufferers from rogue sales people? Where were the guidelines companies have to abide by to make sure they approach these sorts of situations professionally, mindfully and respectfully?

There was non, not to my knowledge. And with four cases in two weeks close by, it really dawned on me how big a ticking time bomb this issue really is.

There has to be legislation

I find it staggering that there is nothing in law, or even at least official guidelines from Government for businesses to abide by when it comes to selling to people suffering with mental illness.

Our industry is still littered with sales people who would be more than happy to squeeze as much money from those willing to give it away and not understand what is happening in front of them. This is the great danger. There are plenty of reputable sales people in this industry who will go about sales to sufferers in a different way. But it's the rogues among us that will do the damage, and that is why we need regulation and law.

Installers though should be taking responsibility for their actions, and that is something that can be done right now. They can create their own guidelines to be used internally if they believe they are dealing with someone who has Dementia or other mental illnesses. It doesn't matter if you're a OMB or national, this is something immediate that can be done right away.

The good news is most of it is common sense. For example, if you arrive at a home sales visit and you spot the signs of Dementia, ask if a family member is going to be present at some point. If not, can there be, or can another appointment be arranged with another family member present. If a sufferer wishes to go ahead with you, arrange a visit to your showroom or at their home with a loved one present who has also explained the process to them. It is worth asking that loved one if it is OK to press ahead with the order also. You could even go as far as asking family members to sign a document of understanding to state that they are happy for their suffering family member to place their business with you.

Guidelines like this, and official legislation works for both parties. It would help those suffering to be protected from those who would seek to cause harm. It would also provide protection and peace of mind for the business knowing that they have dealt with their client in the right way and that future arguments and upset has been avoided.

As we move forward, this issue is only going to become far more widespread and far more serious. Our industry, as well as all other business needs to come to very quick grips with this. It's a matter or morals, respect and dignity.