Project lead: Local authorities

Older people’s involvement: Older people were consulted during the planning process

Details on older people’s involvement: In 2015 and again in 2017 the City of Melville surveyed Garden City shoppers within the 55+ year demographic to identifying improvements of accessible facilities. Key findings were that there was still improvements needed in the area of parking, dementia related access, especially shops changing their isles too often. Smaller shops were not wheelchair accessible, seating needed to be more comfortable and correct heights, did not like the self serve kiosks at the supermarket, rushed and fast pa

Has the impact of this age-friendly practice been analysed: Yes

Was the impact positive or negative:
Positive

Please share with us what you found in detail:
What MAFAB business members have taught us over the past couple of years is that if people have a comfortable and respectful customer experience they are more likely to visit the business more often and recommend it to others. Furthermore an accessible business welcomes older customers and those living with a disability, and adapts to this fast growing and economically powerful customer base. One of the successful MAFAB member stories is the Garden City Memory Café. Established in 2016 during Dementia Awareness Month, this café demonstrates what it takes to be Age-friendly, dementia friendly and accessible. All Café staff are trained in dementia awareness and welcome people living with this condition, or any condition, into the café. The Memory Café continues to this day and has resulted in 11 other cafes starting up throughout the metro area and 2 in country towns Businesses who are members report that their younger staff, in particular have developed a new level of respect for older customers and those with a disability which fosters loyalty and increases patronage.

Reflections:
Suggestions for change: Although there were lots of positive comments about wanting to be at Garden City and finding it to be a great place to shop and meet other local members of the community, many were frustrated with narrow aisles and crowded spaces. 30% of shoppers surveyed identified needing wider aisles and more physical space for a better shopping experience. There were a number of comments made about shops changing stock layout too often and in a confusing manner particularly for people living with dementia. Other feedback included: • Seniors parking section close to the entry, for those who don’t have ACROD passes. • Having a drop/off pick up area • Adequate seating, some seats to have arms and are not too low • Elevators in various parts of the shopping centre • More accessible toilets and a family toilet • Clear signage, with large print which includes pictures and maybe braille? • Way findings in various locations of the shopping centre • Wide paths and doorways to allow for gophers, wheelchairs, walkers etc • Toilet walls that aren’t the same colours as toilets and floors – refer Dementia friendly handout • Consider adding railing to stairs The results were shared with Garden City Shopping Centre management and businesses and as a first step the following initiatives were introduced: • Seniors benefits at participating stores • Large print shopping centre directories and way finder kiosks • Customer lounge and free scooter or wheelchair hire • Free stroller, taxi bookings and wifi • Personal styling and shopping service • Support for the COTA Mall Walking group

Challenges:
The challenge was to engage the businesses to join the network, given they were very busy running their businesses and were reluctant to take time out for training and workshops. To address this, staff went out and personally met with each business making them aware of how easy it was to become and member and the benefits. Resources were produced as a simple and effective way to demonstrate the benefits of becoming a member of MAFAB. Resources included a quick on-line registration and engagement website called Melville Talks which provides retailers with easy to access, where they could also see who were current members and chat to them on line, a video interviewing current members and how their businesses had benefited by being a member, a booklet (supported by Alzheimers WA and available as a hard copy or online) giving simple, cost neutral or low cost practical tips, information about the National Relay Service, tips on maintaining accessible premises, accessibility for people with assistance animals, mobility devices, communicating effectively, enhancing customer service and useful definitions, links and resources. The City also offered one-on-one meetings with business owners and staff if they had any further questions. Businesses were also offered opportunities to attend training sessions before or after work, rather than during business hours.