Nationwide is rolling out a dedicated service across its 605 branches to support customers with communication difficulties. This follows the success of a recent pilot across branches in Greater Manchester.
‘Speak Easy’ is a set of custom-made cards with pictures and phrases1 that customers can use as a communication tool to aid their interactions with colleagues in branch on a range of banking matters, including savings and payments, reporting a lost or stolen card and raising a suspected fraud or scam.
Nationwide worked closely with a range of charities on the colour-coded cards, including the Stroke Association and the British Institute of Learning Disabilities (BILD). A panel of people who experience communication difficulties helped to make Speak Easy as accessible as possible.
From those affected by stroke or Motor Neurone Disease (MND), through to those who are autistic or have speech or cognitive disabilities, it’s estimated that one in five people across the UK will experience communication difficulties.2
Nationwide is the first financial services provider to offer those with communication difficulties dedicated support across all its branches, as part of its ambition to make banking fairer and ensure the UK’s largest branch network is accessible for every customer.
The launch of ‘Speak Easy’ follows the announcement of Nationwide’s partnership with Dementia UK to roll out their Admiral Nurses clinics at more than 200 branches. As part of the Nationwide Fairer Futures programme, these clinics will make in-person banking and support more accessible and convenient for those impacted by the disease – which is Britain’s leading cause of death.
Mandy Beech, Director of Retail Services at Nationwide, said: “We are doing all we can to make banking accessible, inclusive and fairer for everyone, which is why we continue to invest in services, such as Speak Easy.
“We’re delighted to be leading the way in offering dedicated support across all our branches for those with communication difficulties. Alongside providing access to British Sign Language interpretation in-branch through our SignVideo service, this offers another option for people to communicate in a way that is accessible for them. As the UK’s largest branch network, it is our aim to be as accessible as possible for every customer across the UK.”
Caitlin Longman, Accessibility Lead at the Stroke Association, said: “On average, two-thirds of people experience communication difficulties, or aphasia, soon after a stroke. One of the biggest challenges in places like shops, restaurants and banks is that many people don't know enough about aphasia and how they can help to make communication easier, but the right tools can make all the difference.
“We are thrilled to have worked in partnership with Nationwide on their important Speak Easy scheme. We hope it will provide customers with the appropriate support and guidance and give them confidence when visiting their local branch.”
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