Getting to know you: Helen McDavitt

What is your role at Dementia UK? 

I have been Head of Helpline and Clinics for nearly three years. However, I’ve been with Dementia UK since 2017. Prior to my current role, I worked as an Admiral Nurse on the Helpline, as well as overseeing the rollout of virtual and regional clinics. The virtual clinics were developed to meet community demand during Covid, but were so successful that we’ve continued, and expanded them.  

When a position arose that combined two areas I know so well, I leapt at it. 

Do you have a personal connection to dementia? 

In the early 1990s, my grandmother developed young onset Alzheimer’s disease. At the time, so little was known about the condition, especially when a diagnosis was given to a younger person. I was doing my nursing training and even I had very little knowledge about it.  

Years later, when my dad started exhibiting similar symptoms, I knew what was coming. But like so many others, we had an incredibly frustrating journey being bounced around between health professionals, most of whom didn’t understand dementia. We never even got a formal diagnosis for Dad. I remember at one point, my brother saying to me, “But Helen, you’re a nurse – if you don’t know where to go, what on earth do other people do?” 

Dad died just before his 70th birthday. And while I was obviously distraught to lose him, it confirmed that I wanted my career to pivot to dementia care. I was motivated to help others who were in the situation we found ourselves in, feeling helpless and alone.  

I accepted a research post looking into improving rates of diagnosis and while working there, a neurologist asked me if I had considered becoming an Admiral Nurse. I didn’t even know what an Admiral Nurse was! But a year or so later, an Admiral Nurse position was advertised in my area and I jumped at the opportunity. I have never looked back. 

How have the Helpline and virtual clinic appointments grown since you started your role? 

The growth has been exponential in both services. We have gone from having one day of virtual clinic appointments per week to now running approximately 140 appointments a week.  

As for the Helpline, we are now receiving on average 150-250 calls and emails per day. In April 2023, we received approximately 500 outreaches across the whole month. In November 2024, we received more than 4,000.  

It’s not just about the number of calls either. It’s about ensuring our answer rates are as high as possible, especially the first time people reach out to us. I’m so proud that we are now answering approximately 80% of calls first time: a huge increase on where we were five years ago. There are over 80 staff working on the Helpline – a mix of full-time, part-time and sessional Admiral Nurses.  

It’s such a brilliant service and is at the core of what Dementia UK is all about. 

What are some of the things people contact the Helpline about? 

Now that is a tough question! No two calls or emails are the same. And many people might not actually be clear about why they’re contacting us – they just know they need to talk to someone. There is often a huge outpouring of emotion, and I’ve lost count of the number of times I’ve listened to someone cry down the phone. Caring for a loved one with dementia is such a whirlwind of emotions – Admiral Nurses understand this. So even if people find it hard to articulate why they’re reaching out, we can take the lead and steer the conversation.  

Some recurring themes are how to handle signs and symptoms of dementia (such as incontinence or sundowning), navigating professional support pathways, options regarding full-time care, financial considerations, mental health issues and feelings of isolation. Perhaps most commonly, people contact us simply saying, “I’m struggling to cope right now.” 

The Admiral Nurses on the Helpline are here to talk through the issues people are facing, and perhaps map out a plan to work through them. It might not all be on one call – it may be over several calls spanning a course of weeks or months. 

In my time, I have also seen a huge increase in the range and complexity of the issues people contact us about. The plethora of subjects people call about highlights how highly skilled Admiral Nurses are, combining expert knowledge with compassion and empathy.  

What would you say to someone who is hesitant to reach out to the Helpline for the first time? 

I understand it’s not an easy step. I have spoken to so many people who have been hesitant to reach out – whether it’s because they don’t know what they’re asking for exactly, or because they’re not sure if an Admiral Nurse will be able to support them. My advice is always to take the leap and make the call. A conversation can be life-changing. You’ll be speaking with a specialist dementia nurse who is trained to support you with whatever you’re going through. This guidance can be incredibly hard to access anywhere else. 

If a call feels too difficult, we also have an email service that you might find easier to manage. However you reach us, the main thing is to take that first step and realise you’re not alone. Don’t wait until you’re at crisis point to start talking. 

What is your vision for the Helpline and virtual clinic appointments moving into the future? 

I’m so proud of where we are right now with our Dementia UK Admiral Nurse services; however I’m also excited about where we can be in a few years’ time. 

Firstly, I would like to grow our virtual clinic appointments service even further and provide people with the most accessible support we can. In an increasingly digital world, it’s about meeting people where they are, and so I’d love to ensure we can meet this challenge head on.  

The calls and emails to our Helpline are showing no signs of slowing, so I’d like us to not only keep up with the increasing demand, but also make our first-time answer rate even higher.   

We have an incredibly exciting new initiative with our ‘Dementia: what next?’ online sessions which have recently launched. This free online series is designed to help you learn more about dementia and the next steps you could take after a diagnosis. Hosted by our Admiral Nurses, the sessions provide expert information and advice on topics we are frequently asked about, helping you navigate the future with more confidence. 

In summary, I want to ensure that the knowledge and expertise of our brilliant team of Admiral Nurses is reaching as many people as possible.