06 Aug 2024

Nationwide to open dementia clinics in 200 branches – how to book an appointment

Find out what support the clinics will offer and which banks are best to use if you're living with dementia or another disability

Grace WitherdenSenior writer

Nationwide Building Society will introduce specialist dementia clinics across 200 branches to provide face-to-face health and financial guidance.

Just under a million people are estimated to be living with dementia in the UK, according to Alzheimer's Research UK. That number is predicted to rise to over 1.4 million by 2040.

Nationwide says the new clinics will help more than 100,000 people living with dementia, and they will also be available to those who don't bank with Nationwide.

Here, we explain how the clinics will work and how to book an appointment – and reveal the best and worst banks to use if you have a disability.

What are dementia clinics?

Dementia clinics are specialist free appointments offered in selected Nationwide branches as part of a new initiative run by the building society and the charity Dementia UK.

Each appointment will last 45 minutes and can be booked by anyone affected by dementia, including family and carers.

All appointments are confidential and will take place in a private space within the branch with a specialist dementia nurse, called an Admiral Nurse.

Admiral Nurses, developed by Dementia UK, can offer support and advice with the following:

worries about memory problems and possible symptoms of dementia
how to get a diagnosis
understanding the diagnosis and how the condition progresses
practical tips for caring for someone who lives with dementia
adapting to and coping with changes in behaviour
financial and legal issues
transitions in care, including moving into residential care
emotional support, including anticipatory grief, bereavement and loss.

Each chosen branch will be visited by an Admiral Nurse at least once every three months for a three-day residency between Tuesday and Thursday.

Find out more: mind the dementia care gap: what happens after diagnosis?

When will appointments be available?

Nationwide is first piloting the clinics across selected branches in Wiltshire before rolling it out nationally from September.

The first clinics were held on 29 July in Swindon Croft, Devizes and Trowbridge branches.

Swindon Regent Street, Marlborough and Salisbury branches will follow from 12 August.

Nationwide has not yet confirmed which of its 605 branches will host the clinics, but told Which? more information would follow 'in due course'.

Find out more: is your local bank branch closing?

How to book a dementia clinic appointment

Appointment dates and times will be available to book on the Dementia UK website.

The charity said it will be adding more clinic dates and times around the country on the page soon, so those looking to book are advised to check back on the website if nothing is available.

Appointments can be booked up to 14 days in advance.

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What other support is available for those with dementia?

If you would like to speak to an Admiral Nurse, you can book a free phone or video appointment. You can also call the free helpline on 0800 888 6678 (Monday-Friday 9am-9pm, Saturday and Sunday 9am-5pm) or email helpline@dementiauk.org.

Anyone living with dementia is entitled to an assessment of their needs by their local authority. This is known as a care needs assessment and should establish what support would help to meet the person's needs.

After this assessment, the local authority will carry out a financial assessment to decide how much the person will have to pay towards their care, and whether they are eligible for any financial support.

If you're caring for someone with dementia, you may qualify for carer's allowance if you provide care for over 35 hours a week, and the person you're caring for receives benefits. This is worth £81.90 a week in the 2024-25 tax year.

Find out more: how much care at-home costs

Best banks to use if you have a disability

Whether you live with dementia, or another disability, your bank should make services as accessible as possible.

Banks have a legal obligation under the Equality Act 2010 to make reasonable adjustments for disabled customers. You should never be asked to pay for these.

In March 2023, Which? asked more than 2,700 disabled people from Which? Connect and the Research Institute for Disabled Consumers to share their experiences of using banking services.

Our research found that more than half of disabled bank customers have struggled to access vital banking services, and security features such as card readers and passwords were difficult for one in five to use.

First Direct and Nationwide achieved the highest scores from disabled customers in our survey, while Barclays and TSB were the worst-rated banks.

First Direct scored five stars for its online banking service and four stars for its mobile banking and telephone banking services.

Nationwide scored five stars for its online banking service, four stars for its branch and mobile banking services, and three stars for its telephone banking service.

Accessible banking schemes

The following schemes may help you access banking services more easily if you live with dementia:

Confidential support markers

All banks can add a discreet note to your account so staff know of your disability when you call or visit a branch.

NatWest Group lets customers declare their support needs via its free 'Banking my way' service.

Sunflower scheme

A sunflower lanyard, sticker or card lets branch staff know you may need more time or support.

This is formally recognised at most banks (except Barclays, Metro Bank, NatWest Group, Santander and Virgin Money). AIB in Northern Ireland recognises the Just a Minute (JAM) card instead.