You are not expected to diagnose dementia or manage a medical situation. Your role is to provide calm, compassionate support and help someone feel safer and less confused in the moment.
Recognise
Dementia affects memory, thinking, communication and orientation. Someone living with dementia may appear confident one moment and confused the next.
When someone is struggling, you might notice:
- difficulty remembering where they are or why they are there
- repeating questions or stories
- appearing lost, disoriented or unsure of surroundings
- struggling to find words or follow conversation
- becoming anxious, agitated or frustrated, especially in busy or noisy environments
- difficulty handling money or making simple decisions
- looking worried, withdrawn or unusually quiet
Confusion can increase if someone is tired, unwell, overwhelmed or overstimulated.
You do not need to confirm whether someone has dementia. If a person seems confused, lost or distressed, it is appropriate to gently check in
Respond
Remember, you are not there to correct memory or challenge what someone believes. Your role is to help them feel safe and reassured.
Remaining calm and non-judgemental
When someone is confused, they may feel frightened or embarrassed. A calm, friendly approach can prevent distress from escalating. Speak slowly and clearly, using short sentences. Maintain eye contact and use a warm, reassuring tone.
Active listening
Give the person time to respond. Avoid rushing them or finishing their sentences. Even if their words are unclear, focus on how they are feeling.
Simple reassurance
Use simple phrases such as, “You’re safe here,” or “Let’s take this one step at a time.”
If someone is mistaken about something, avoid arguing or correcting them directly. Instead, gently redirect the conversation or focus on what they need right now.
Avoid
- Do not say, “You’ve already told me that,” or “We’ve just been through this.”
- Do not challenge or confront confusion.
- Do not rush, overwhelm with too much information, or speak loudly unless necessary.
- Avoid asking complex or multiple questions at once.
Support
Small practical actions can make a significant difference:
- Offer a quiet space away from noise or crowds.
- Provide a seat and a drink of water.
- Speak clearly and give one piece of information at a time.
- Help them contact a family member, carer or trusted person if appropriate.
If they appear lost, gently ask if someone is expecting them or if they have an address or contact number with them. - Reassure them that it is okay to feel confused and that you are there to help.
Safe Spaces are about compassion and reassurance. A steady presence and patient communication can reduce fear and prevent situations from escalating.
Signpost
If someone needs further support, consider the following:
If there is immediate risk to the person’s safety or they appear seriously unwell, call 999.
If the person is lost and unable to identify themselves or contact someone, contact the police on 101 for non-emergency assistance.
Encourage contact with their GP if there are ongoing concerns.
Local support
Tibbs Dementia Foundation (Bedford)
Tibbs Dementia Foundation (Bedford) provides specialist dementia support, advice, carer support and community activities. It offers dementia-friendly sessions and guidance for families and professionals.
Staff who would like to build further confidence in supporting people with dementia can seek dementia awareness resources through Tibbs Dementia Foundation and national guidance via the NHS website's dementia pages and Alzheimer’s Society.