Dementia in GP first contact

Dementia can affect memory, communication, orientation, decision-making, confidence and the ability to manage appointments. At reception this may show as repeated calls, missed appointments, confusion about times or difficulty explaining symptoms.

Think person first

Dementia affects people in different ways. Some patients cope with small prompts; others need a carer, written reminders, longer explanations or checks that contact details are correct.

Reception staff can improve access by using the patient's name, speaking clearly, allowing extra time and avoiding brusque correction. A patient who repeats themselves may be anxious, confused or checking that the next step is safe.

First-contact clues

• The patient forgets why they called or repeats the same question.
• They miss appointments despite reminders.
• A carer reports a sudden change from usual behaviour.
• There are concerns about medication, confusion or getting lost.

Dementia-aware access helps the patient stay involved while recognising when extra support is needed.

When in doubt, record the facts and seek advice rather than making informal arrangements that could breach confidentiality or leave the patient without support.

People living with dementia may still make decisions and express preferences. Do not automatically hand the conversation to a carer; support the patient to take part as much as possible.

Keep the conversation calm and concrete. A confused patient can become more distressed if they feel rushed, corrected sharply or asked several questions at once.

Clinical background