When someone receives a dementia diagnosis, the challenges often extend far beyond medical care - having the right support at the right time can make all the difference as we can see in this case study.

Julie Lomas, our Memory and Wellbeing Guide, was assigned to support Mr. M after he was referred by the Bridgend Memory Assessment Team in October 2025 following a dementia diagnosis. Acting on the family’s preference, Julie initially contacted his daughter, H, by telephone to explain the Dementia Matters service and her role. A home visit was then arranged for 8th October.

During the visit, Julie spent time talking with Mr. and Mrs. M, alongside their daughter, using a combination of a ‘what matters’ conversation and a questionnaire. While the couple initially said they were managing well, Julie’s careful listening and natural rapport quickly revealed several areas where support was needed. H explained that her father needed Careline installed for safety and raised concerns about her mother coping with her caring duties, given her own health issues. Mr. M was nervous about using the shower following a recent fall and was only strip washing twice per week. He also requested a galvanized steel handrail at the exterior of the house to aid his balance. The family had no car, relying on H for transportation, and neither Mr. nor Mrs. M were receiving disability benefits they might be entitled to. Mr. M attended memory clinic get-togethers at Glanrhyd Hospital weekly, but this six-week programme was ending soon, leaving him at risk of losing regular social interaction.

Recognising these needs, Julie acted quickly to put practical solutions in place. She made an urgent referral to Bridgend Careline, which has now been installed, and referred the family to Bridgend Adult Social Services for a care needs assessment for Mr. M and a carers assessment for Mrs. M. She also contacted Bridgend Care and Repair for a Healthy Homes Check, addressing the showering issue and installing exterior rails, while Mr. M is being assessed for a walk-in shower. Additionally, Julie referred Mr. M to the Age Connects Information and Advice Team to support claims for Attendance Allowance and a disabled parking permit, both of which are now in place. She also provided H with information about local groups and activities to ensure Mr. M could maintain social interaction after his memory clinic sessions concluded.

Through this thorough, face-to-face visit, Julie was able to build trust and develop a relationship with both Mr. and Mrs. M. They reported feeling listened to, supported, and reassured, knowing that someone was actively guiding them through the range of available services and practical solutions. This case demonstrates the vital role Julie plays as a Memory and Wellbeing Guide. Without her intervention, many of the family’s needs may have remained unmet. It also highlights the importance of face-to-face support, as a phone call alone would not have uncovered the full picture.

Julie’s work ensured that Mr. M and his family received timely, practical, and emotional support, showing how the Dementia Matters service can make a tangible difference in people’s lives. Find out more about the service here.