Supporting employees affected by dementia and their carers

Dementia is classified in law as a disability, so it is essential to understand your employee’s rights.

The right to ‘reasonable adjustments’

Employers must make reasonable adjustments to enable employees with disabilities, including dementia, to continue in their role. It is important for the person with dementia to be involved in all discussions about these adjustments.

Reasonable adjustments might include:

• allocating tasks individually, rather than all at once
• simplifying routines
• providing a quieter workspace with fewer distractions
• enabling supported homeworking
• offering regular rest breaks
• making changes to their working environment, eg allowing them to work in a step-free area if they have problems with balance/mobility
• removing elements of their role that are particularly challenging or present health and safety risks, eg using heavy machinery
• providing assistive equipment eg alerts, reminders, voice recognition software
• setting up a buddy scheme with regular support sessions
• a reduction in hours, if needed and requested
• a move to a role that better suits their capabilities, if needed and requested
• providing emotional support/counselling

Dementia is a progressive condition so the adjustments will need to be reviewed regularly and adapted if they no longer meet the person’s needs.

Sometimes, an employer may feel the adjustments requested are not reasonable or cannot be implemented. This may be justified, but if the employee feels they are being treated unfairly, they may proceed to an employment tribunal, so the situation will need to be handled carefully, with advice from the HR Department if there is one.

The right to protection from discrimination

You cannot treat an employee less favourably because they have dementia. Acas has more information on discrimination and the law.

The right to request flexible working

From the first day of their employment in England, Scotland or Wales, your employee has the right to request flexible working, for example part-time working, flexi-time, job sharing, or working from home. This right applies to all employees – not just those with disabilities.

In Northern Ireland, employees can request flexible working after 26 weeks of starting their job.

You have two months to respond to a flexible working request. You can reject the application if there is a genuine business case against it, but

you must explain this to the employee. They may be able to proceed to an employment tribunal if they disagree with your decision.

Around 700,000 people in the UK care for someone with dementia. Support from their employer can help them manage the dual responsibilities of working and caring. Working carers have the following statutory rights.

Time off for family/dependants

Employees have the right to take a reasonable amount of time off work to deal with emergencies involving dependants, which could include the person they care for. There is no set amount of time off for dependants that they can take, and no limit to how many episodes of time off they can take. However, as an employer you may raise concerns if you think it is affecting their work.

Right to request flexible working

All employees have the right to request from their first day in employment (or after 26 weeks in Northern Ireland). You should follow the same processes as for employees with dementia who request flexible working.

• Allow flexibility where possible: for example, the employee may need time off to take the person they care for to appointments, or to work flexible hours around their key caring duties
• Join the ‘Carer Passport’ scheme: a Carer Passport is a formal record of an employee’s status as a carer and what you will do to help them manage their caring commitments
• Highlight your support offer: this could include informal support from you and other colleagues, or formal support from an HR Team, Carers’ Network or Employee Assistance Programme
• Maintain open conversations: because dementia is a progressive condition, your employee’s needs as a carer are likely to change over time. It is a good idea to check in regularly to see how they are managing and whether the current accommodations need revising
• Recognise their own needs: caring can have a big impact on the person’s working life. Offering support and understanding will help them feel more able to cope with their working and caring responsibilities, and help you retain valued members of staff

Customers or clients who are affected by dementia may face additional challenges accessing your services, but with the right support, you can help them have a positive experience.

Communicating with customers with dementia

People with dementia may struggle to communicate their needs. They may not be able to express what they need help with. They may experience difficulties with activities like shopping, for example with deciding and remembering what to buy and handling money. This could lead to confusion, frustration and misunderstandings.

These tips may help:

• Use clear, simple language
• Speak slowly and clearly
• Keep your body language open and friendly and maintain gentle eye contact
• Use the person’s name if you know it
• Ask one question at a time, and avoid open-ended questions – for example, you could ask, “Would you like tea or coffee?” instead of, “What would you like to drink?”
• Give the person time to process and respond – do not interrupt
• Use visual aids like pictures, symbols, or miming actions
• Offer assistance proactively but respectfully – try not to undermine the person’s dignity and independence

Be aware that people with dementia may have difficulty using the internet or phone, which could have implications if your business trades solely remotely. Consider whether some form of in-person support can be offered (for example, offering face-to-face appointments at a time and place that suits the customer), or whether you can speak to a family member that the person with dementia trusts on their behalf.

Creating a dementia-inclusive environment

An accessible and welcoming business environment will help people with dementia feel safe, comfortable and supported, whether they are employees or customers. Here are some suggestions.

• Fit non-slip flooring to prevent falls
• Install handrails in key places
• Keep pathways clear
• Make sure steps are clearly marked and provide a ramp if possible
• Avoid making changes to the layout unless necessary (eg changing the location of products in a shop or moving an employee to another desk)
• Try to use natural light to help visibility and avoid visual stress
• Keep lighting consistent and even to avoid shadows and glare
• Use solid, contrasting colours for walls, floors, furniture, and avoid patterns
• Avoid shiny surfaces like highly polished wood/tiles that may appear wet or slippery
• If possible, create quiet areas where customers or employees can take time out
• Place signs at eye level and at a consistent height
• Use simple wording on signs, in a large, easy to read font
• Use universally recognised pictures or symbols (eg emergency exit sign, disabled sign)
• Ensure a high contrast between text and background (eg black on white)
• Place signs at key decision points (eg junctions, doorways)