Turn To Us is now live!

We are delighted to announce that the free Turn To Us travel support service is now live! The website can be accessed at www.turn-to-us.co.uk and will initially be live as a four-month trial until May 2019.

Turn To Us is being trialled within East Lothian, however everyone is welcome to look around the website. For now though, only those who live within East Lothian can register to access all the features. Any and all feedback we receive will directly inform the further development of the service.

We are incredibly excited to have launched the Turn To Us service, following over 18 months of design and development. We have worked with people living with dementia and their care network from across Scotland to ensure it responds to their needs. This four-month trial will allow us to evaluate and test the value of the service.

We would like to say thank you to everyone who has been involved with the project so far and we are looking forward to what this trial brings.

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Customer support

Last week, we travelled to Journeycall in Arbroath. Journeycall is a multi-channel contact centre which, like Viaqqio, is a division of the ESP Group and will be providing the customer support for Turn To Us. Ahead of the service launch later this month, we delivered Turn To Us service training and  dementia awareness to Journeycall advisors.

This was a fantastic opportunity to work with and learn from the Journeycall advisors who already provide award-winning customer support for a wide range of public transport and smartcard industries. We wanted to learn from their wealth of experience to ensure that we consider what enquiries they might receive through Turn To Us and to consider how best to handle these.

We have chosen to offer communication via email, webchat and over the phone. This is a direct response to ongoing user consultation and to allow us to offer different communication methods to suit different potential users. For example, some people living with dementia find email or webchat easier to use as it offers them more time to respond and means they don’t feel rushed.

Working collaboratively with both potential service users and contact centre advisors has enabled us to learn from both to ensure the Turn To Us service will be truly valuable.

Journeycall Training Room
Journeycall advisors attending training

Cheers to 2019

Happy new year everyone!

The Turn To Us & Onwards team is back at work and excited about the year ahead. We are looking forward to launching the Turn To Us service later this month. Conducting a four-month trial will allow us to test the value of the service, evaluating what is working well and what requires some further consideration.

We believe this evaluation and live-trial are incredibly important as they will help us ensure the service truly responds to the needs of people living with dementia and those within their care network.

Over the past year, we have been co-developing Turn To Us with people affected by dementia. We are grateful for the opportunity to launch a trial within East Lothian to test our work and gain real feedback.

Cheers to 2019!

2018 review & happy holidays!

At this time of the year, with Christmas and New Year quickly approaching, we wanted to reflect on 2018. The past year has been a very busy and productive time for Project Onwards and we wanted to reflect on our five favourite experiences from the past year:

  • In March, Beth presented at the Life Changes Trust (LCT) Gathering in Perth alongside Andy Hyde of Go Upstream. We received some super feedback from the audience and as always, it was great to meet with other LCT-funded projects.
  • In July, we received the some initial designs for the Turn To Us website from Studio LR. It was very exciting to see the service we had been developing and imagining become realised.
  • Throughout the year, Project Onwards have engaged with people living with dementia and their care network across Scotland. This ongoing involvement and co-design has been incredibly enlightening and informed the further development of the service.
  • In September, Lucy attended a Dementia Friendly Tourism event in Edinburgh. The main theme of the event was regarding dementia friendly events, spaces and experiences. It highlighted the real need for travel information and transport tips for those affected by dementia.
  • In November, Lucy and Phil hosted a development workshop and dementia training at Journeycall in Arbroath. Journeycall will be providing the customer support for the Turn To Us service and it was fantastic to get them involved.

We are incredibly excited to launch a four-month trial of the Turn To Us service in January 2019. We look forward to seeing what the new year brings and for the opportunity to test the value of Turn To Us.

⛄ From everyone at Turn To Us & Onwards, happy holidays! 🎄

Happy holidays

Please note, the Alzheimer Society have collected some information about a dementia friendly Christmas, available hereThey have also gathered stories and tips from real people, available here

Journeycall development workshop

Last week, Project Onwards travelled to Arbroath to deliver a development workshop. The workshop was hosted by Journeycall, a multi-channel contact centre which, like Viaqqio, is a division of the ESP Group. Journeycall provides expert customer support on behalf of many public transport operators within the UK.

Journeycall will be providing customer support for Turn To Us via a phoneline, webchat and email. We chose to offer three contact methods to allow individuals to contact us in their preferred way. This is a direct response to ongoing engagement with people affected by dementia. For instance, some people told us that they can struggle to communicate easily over the phone and feel rushed, whereas email gives them time to compose their message.

Twelve new Dementia Friends from Journeycall and Viaqqio

We were keen to introduce Journeycall advisors to the Turn To Us service and to offer them some dementia training. This excellent training, provided by Alzheimer Scotland, was very informative and helped to kick-start the conversations within the workshop. A bookcase analogy was used to explain dementia and this can be accessed here: youtube.com/AlzScot. Further training will be provided to the agents once the service is ready to go live in January.

Furthermore, we were keen to draw any insights from the agents to support the ongoing development of Turn To Us. We truly value co-design and the importance of involving a range of stakeholders during the development process. Throughout Project Onwards we have involved people living with dementia and those who care for them. At this stage, we knew the contact centre agents would offer valuable insight to: identify potential challenges for service delivery; understand how they might identify someone who requires some extra support; and consider the wider customer service we can offer. We look forward to continuing to work with Journeycall to deliver Turn To Us.

Ann’s Annexe at the Hollies Day Centre

The week before last, Project Onwards travelled to the Hollies Day Centre in Musselburgh to attend Ann’s Annexe East Lothian meeting. The meeting brought people together from organisations who work with individuals affected by dementia. The aim was to gain more of an understanding of what information and help is currently available within Musselburgh.

Despite being held in Musselburgh with some different attendees, the conversation was very similar to that of the Dementia Friendly East Lothian gathering that took place in Haddington at the start of October. Whilst there are various activities, events, support and resources available to those living with dementia and their carers, it can be difficult to get an overview of everything that is available.

The meeting considered how organisations and individuals working with people affected by dementia can be more aware of what is going on within their local area. By being more aware, individuals and organisations would be able to offer more tailored support and direct people to appropriate and relevant points.

With this in mind, we are working towards Turn To Us being a point of reference that would enable individuals to find all the travel advice and information in one place. As well as this, we are exploring how Turn To Us could direct individuals to events and activities locally and nationally. This is a direct response to the ongoing involvement of people with dementia and their carers.

It was great to meet others who are working within East Lothian. There are definitely exciting things to come, so watch this space!

Turn To Us

Over the past year, the ESP Group have been working with people with dementia and their carers to develop Project Onwards. In doing so, we have co-designed a new travel service for people living with dementia called Turn To Us to help ease the transition of stopping driving.

Our initial engagement with people with dementia and their care network highlighted that stopping driving can be a difficult adjustment for some. Turn To Us will equip users with relevant information and helpful tools to empower them to remain independent, mobile and connected to their community.

Turn To Us
Image of the initial Turn To Us website designs

We have opted for a multi-channel service as this will allow individuals to interact with it in whichever method they prefer and will allow for both online & offline users. The service will support people through this transition and will incorporate the following:

  • Website to provide relevant information that will help build confidence and enable users to make informed decisions about driving and transport;
  • Online tools to offer personalised support through the transition of stopping driving;
  • Helpline, webchat and email option to talk to specifically trained advisors to answer questions and assist users;
  • Community workshops to encourage social interaction and the opportunity to meet with others who have shared or have similar experiences.

The next step is for our web-app developers Ember to begin the build phase of the project. We are looking forward to being able to launch and trial Turn To Us in East Lothian. The trial will test the service and allow us to gain real user feedback, learning what works well and what could be further considered.