SINCE becoming Australia’s first dementia friendly bank last year, St George has officially opened the doors of a new and improved branch at Port Macquarie.
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A new layout, furniture, lighting, signage, quiet spaces and modern technology are all features that have been added in the upgrade, completed in consultation with Dementia Australia to help make banking better for customers identified as vulnerable.
Ross Miller, general manager St George Bank, says that the planned upgrades presented a fantastic opportunity to work with Dementia Australia and create a more modern branch environment for the community.
“Community is at the heart of who we are at St George and since becoming Australia’s first Dementia Friendly bank last year, we’ve looked for more practical ways to help our people provide an extra level of care for vulnerable customers,” Mr Miller said.
“The Port Macquarie branch upgrades are a huge part of this, complemented by Dementia Australia’s credited training for each and every one of our St George bankers. For customers this means when they come to see us in branch, or speak to us over the phone, all our people are qualified to provide an extra level of care through that experience.”
St George has also rolled out technology upgrades across all branches meaning once a customer or carer notifies a banker of their condition, bankers can activate a ‘customer vulnerability alert’ on their profile.
“This type of technology can be activated for any customer who needs an extra level of care and means options such as setting up withdrawal notification alerts, withdrawal limits on accounts, direct debits as well as alternative accounts and contacts can be arranged.”
“St George believes it is important for the banking industry to aim for the right balance in protecting vulnerable customers, while at the same time not crossing into the realm of a customer’s private life; we think it’s important that on World Elder Abuse Awareness Day (June 15) that message is heard.”
“We’re also working with the Australian Bankers’ Association to ensure that the revised ABA Guidelines on Financial Abuse take into account the recommendations of the Australian Law Reform Commission in its report on Elder Abuse to help our community’s most vulnerable.”
Karen Hales, St George Port Macquarie branch manager, says the official opening also has as special significance for her team.
“Port Macquarie was where St George’s journey to becoming dementia friendly first began,” Karen said.
“We piloted the training using Samsung Gear ‘Virtual Reality’ headsets. The virtual reality experience meant we got to experience the lives of dementia suffers and quickly realised that stress and anxiety can become a part of everyday life.
“We’ve made the branch environment easier to navigate, and combined with the training we’ve already had, the team are ready to help provide an extra level of care for the community’s most vulnerable.”