Business Breakfast: Three Boroughbridge pubs awarded national accreditation

Three Boroughbridge pubs have been awarded Cask Marque accreditation.

The award recognises the quality of the beers at the Grantham Arms, Fox and Hounds and Tap on the Tutt, based on temperature, aroma, appearance and taste.

Simon Wade, who owns the pubs, said the accreditation would help put Boroughbridge on the map as a destination for quality ales. He said:

“For all three of our pubs to get the accreditation is incredible. It means we now become part of the national Real Ale Trail which will hopefully bring new visitors to the town. Great credit to our teams at all three venues for keeping on top of cellar management and to our fantastic sponsor Rudgate Brewery.”

The three pubs offer 12 cask ales between them from breweries including Rudgate, Timothy Taylor’s and Theakstons, alongside guest beers on rotation.

Harrogate Healthcare company wins national care award

A Harrogate healthcare company has won a national award.

Vida Healthcare, which specialises in dementia care, won the accolade at the Great British Care Awards.

It won the National Three Rs (Recruitment, Retention and Recognition) award at the event. The company also won the same award last year.

James Rycroft, managing director at Vida Healthcare, said:

“We’re over the moon to have won the national Three Rs award at the Great British Care Awards – it’s a fantastic achievement and a reflection of our commitment to nurturing the future of social care talent. As part of our dedication to creating better care for people living with dementia, our long-term mission is to continue to build on our cohort of understanding and professional care workers.”

From left to right: Bernadette Mossman, healthcare director, Jill Young, operations director, James Rycroft, managing director.

Digital agency appoints new director of international

National digital agency idhl has appointed Sam Ogrizovic as Director of International to launch the firm’s first office in the US.

The company specialises in performance media, e-commerce, web development, data and email marketing.

idhl was established in Harrogate in 2000. The agency now operates nationally across the UK with offices in London, Leeds, Manchester and Newcastle – employing more than 400 people.

Ogrizovic will hire a team of digital experts in the coming months, with the New York office due to open in summer 2024.

Mr Ogrizovic said:

“I’m an entrepreneurial person and there are few occasions in your career which allow you to work with a business you know well to launch a new territory from scratch. Knowing that I have the strong engine and reputation of idhl behind me is a huge advantage and I cannot wait to get going!”

Ben Wood, CEO at idhl, said:

“Sam is the perfect candidate to spearhead our US office launch, his tenacity and ability to form really strong relationships with clients as we deliver fantastic results for them is second to none. This is an extremely exciting time of growth for idhl, the potential to roll-out our products and services to the US market is huge.

Henshaws College completes outdoor classroom

Henshaws Specialist College has opened a new yurt as part of its Forest School offering.

The move follows a £25,000 donation from Barratt Developments Yorkshire East to fund an outdoor classroom.

The college provides education and care for young people aged 18-25 years old who have disabilities and complex needs.

Gemma Young, fundraising development manager at Henshaws, said:

“With the donation we were able to have a 22 ft yurt with a wood burning stove installed to base the sessions from, so the students can continue to learn outdoors, even in bad weather. We were so pleased to welcome Barratt Developments Yorkshire East to the college so they could see how far their generous donation has gone for our students and facilities.”

Henshaws Specialist College completes outdoor classroom following local housebuilder donation

Skin Clinic shortlisted in The UK Hair and Beauty Awards

Relax & Renew Skin Clinic, Green Hammerton has been shortlisted in the UK Hair and Beauty Awards.

The firm has been nominated in the ‘‘Skin Specialist Of The Year’ category.

The UK Hair and Beauty Awards supports businesses of all sizes, and provide candidates with opportunities in the sector.

Gemma Carlisle of Relax and Renew said:

“This business means the absolute world to me. I only started it 2.5 years ago and it has grown & grown into the thriving business that it is today! This is down to my utter determination and passion but also the support of the local community, that have truly allowed me to make my dreams come true”

Tech business nominated for national awards

Phase 4 Computers has been nominated in the Tech Awards 2024 by Tech for Techs.

The recognition acknowledges commitment to innovation, excellence, and performance in the tech industry.

The company has been nominated for a total of four awards, in the following categories: Tech For Techs Community Expert, Best Use Of Social Media, Best Tech Website (not an online store) and Best Shop Front.


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Stray Ferret Christmas Appeal is coming to an end – get your last minute donations in

The Stray Ferret Christmas Appeal will come to an end this weekend after almost two months of raising vital funds for Dementia Forward.

You can still donate to the appeal until midnight on Sunday, January 7.

So far we have raised around £8,000 for the charity, which will go towards funding a new minibus.

Jill Quinn MBE, chief executive at Dementia Forward, said:

“We really value the support that The Stray Ferret and all your readers have given us this Christmas.
“The stories and videos have shone a light on our services, and we really hope that everyone has a good understanding of what Dementia Forward offers to people in the local community, and knows where to turn if they ever they need us.
“It is exciting that we have received enough donations to be able to lease a new minibus for the next two years, so that we can continue to provide vital transport for people living with dementia in the Harrogate District.
“Once again, huge thanks and we wish everyone a very happy and healthy 2024!”

We didn’t reach our target, but we know times are tough and the money raised will still make a huge difference to the lives of those living with dementia and the people struggling around them.

Director of The Stray Ferret, Tamsin O’Brien said:

“We’d like to thank VIDA Healthcare for its wonderful support of our Christmas Appeal. As someone who’s family has experienced the heartbreak of Alzheimers, this was an appeal close to my heart.

“Thank you to everyone who donated. Please give generously this weekend — you never know when you may be in need of Dementia Forward’s help too.”

The appeal was kindly sponsored by Vida Healthcare.

Business Breakfast: Harrogate care group takes on nearly 90 university students

Excellence deserves to be recognised and celebrated. The 2024 Stray Ferret Business Awards is the event to put your business, people or great initiative in the spotlight!

Make the most of your efforts by reading our top 10 tips for writing your submission for success.

Entries close on January 19, 2024.


Harrogate care group Vida Healthcare has taken on almost 90 nursing and paramedic placement students as part of a partnership with the University of Bradford.

Since the relationship between the two institutions began in 2020, Vida Healthcare has provided placements for 48 Mental Health and Adult nursing students and 40 trainee paramedics from the university.

These have been at Vida’s three outstanding-rated care homes in Harrogate, which care for more than 200 people living with dementia.

The patient-centred course sees the students undertake hands-on exercises, alongside equal amounts of theory work.

Vida’s healthcare director, Bernadette Mossman, who is leading the initiative, said:

“Our partnership with the University of Bradford allows students to make informed decisions about health and social care.

“It enables them to have a clearer awareness of the opportunities in social care and break down preconceived ideas about the sector.

“Offering students the chance to share best practice and work jointly has been an utter pleasure for us and allowed multi professionals to join our team at Vida, giving them their very own career pathway.”

Ithsham Tariq, Placement Development Officer in the School of Nursing and Healthcare Leadership at the University of Bradford, said:

“This has been a very successful partnership which has been built on a shared commitment to educating our future workforce in health.

“Vida Healthcare has shown that they are willing to invest in our nursing students, not only with their time but also their expertise in dementia care.”


Jespers launches Taco Tuesdays

Jesper’s Bar & Kitchen in Harrogate is planning to hold its first Taco Tuesday event of the year on Tuesday (January 9).

Jespers hosted a covert “Secret Mexican Dinner” experience throughout November, after owner Jesper Callisen spotted a gap in the market following the opening of a Mexican restaurant in Harrogate in the summer and its closure just two days later.

Marketing artwork for Taco Tuesdays, a Mexican-themed evening hosted by Jesper's Bar & Kitchen in Harrogate.

The restaurant is now relaunching the evening, with a refined menu, as Taco Tuesday in alliance with Leeds-based HACIEN Tequila; through January, each guest will receive a complimentary tequila cocktail.


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The Stray Ferret Christmas Appeal 2023: How a police officer became a dementia educator

This year’s Stray Ferret Christmas Appeal is to raise money for a minibus for Dementia Forward in the Harrogate district. 

The appeal is kindly sponsored by Vida Healthcare.

Please give generously to support local people and their families living with dementia. Let’s not forget who needs our help this Christmas.

Today, we learnt about dementia awareness education.


“I just really wanted to know what to do if I came across someone with dementia.”

Fiona Andrews previously worked for the British Transport Police and wanted to direct her efforts to help the community.

During a meeting in 2014, other officers mentioned a lady had got off a train and was confused. She had no ticket and did not know where she was or why she was there. Looking back it was clear the lady had dementia, Fiona said, but 9 years ago this awareness wasn’t the same.

“The conversation came up about what to do about people that come into the train station and clearly have dementia.

“I hadn’t really thought of it before that, but I wanted to be able to confirm these people would be safe when they’re taken off our hands.

“Then, the penny dropped: it’s not about us getting rid of these people, it’s about making others aware of dementia.”

Fiona began learning about dementia and working with various charities to not only educate herself and her colleagues on the disease, but eventually wider community groups.

One of the charities she worked with was Dementia Forward. She added:

“Without a shadow of a doubt Dementia Forward were the best charity out there.

“As soon as I retired, I begged Dementia Forward for a job. Even though it was a small charity back then, I could see just how much of an impact the work was having.

“I offered to sweep floors if it meant I got a job there!”

Dementia Forward’s Young Onset group.

Fiona was offered a full-time role as dementia awareness educator at Dementia Forward in 2017.

Now, various groups approach Fiona and the charity to gain a better understanding of the disease and the support they can put in place.

Fiona will advise them on what dementia is, what the signs are and what families, friends and carers can do to help.

“I will go anywhere and talk to absolutely anyone – I tailored all my education to the environment or group.

“For example, a church group will want to know how to adapt the space accordingly, but I’d speak to people differently in a Tesco or primary school than in the church group.”

Fiona gives people practical information that makes people aware of the changes that dementia can cause, like losing the ability to speak or a decline in mobility, and aims to keep anxieties as low as possible.

She believes a change in attitude is the first step in understanding this awful condition.

“My own father died from Alzheimer’s and, even though I had the experience of it, we still really struggled.

“I try to teach people in a way that I would receive well.”

Members of Dementia Forward’s Hub Club.

Fiona wants people to know that dementia comes in so many forms and isn’t just about memory loss. It’s a disease that affects everything: motivation, compulsion, mobility and social interaction.

As people living with dementia change over time, other people around them need to fit around these changes.

She also holds regular awareness sessions for long-term and new carers. The sessions provide an added layer of support and make them aware of what could come following the diagnosis.

“Sometimes people just want to see they’re not alone. It can be a very lonely disease.

“I’m here to take a bit of stigma away from dementia, to give people a voice and fill the gap between the needs of healthcare and social care.

“A big part of my awareness training is to let people who feel they’re not getting help know that we’re here.”

Fiona and the Dementia Forward team help hundreds of families across the Harrogate district.

But they need YOUR help to continue the vital support on offer and, without it, run the risk of losing the minibus service. We’re still a long way off our £30,000 target and are urging you to please donate whatever you can.

The minibus service allows people to access the support on offer at Dementia Forward. However, Dementia Forward’s current bus is old and tired and urgently needs to be replaced. The charity would seriously struggle to afford a new one, which is why they need your help to keep this vital service going. Without it, many people living with dementia wouldn’t be able to access the help and support they need.

Every donation to our campaign will go directly to Dementia Forward, helping us hit our £30,000 target to buy the charity a new minibus and bettering the lives of those living with dementia and the people around them.

Please give generously to those who need our help this Christmas. Click here to donate – you never know when you, your family or your friend may be in need of Dementia Forward’s help too.

Thank you.

For those that need urgent help or have a dementia-related enquiry, call 03300578592 to speak to a helpline adviser.

Stray Ferret Christmas Appeal: Dedicate a donation to your loved one

This year’s Stray Ferret Christmas Appeal is to raise money for a minibus for Dementia Forward in the Harrogate district. 

The appeal is kindly sponsored by Vida Healthcare.

Please give generously to support local people and their families living with dementia. Let’s not forget who needs our help this Christmas.

Today, we’re urging our readers to dedicate a donation to a loved one.


Many families have lost a loved one to dementia or know someone who is currently living with it – it’s a totally indiscriminate condition.

People are losing their lives to dementia every day and those around them are forced to watch their loved one slip away.

That’s why we’re urging Stray Ferret readers to dedicate a donation to your loved one as part of our Christmas Appeal for Dementia Forward.

All you need to do is donate whatever you can to the appeal. Leave a message when donating and tell us who you are dedicating your donation to.

You can email contact@thestrayferret.co.uk with a photo of your loved one, and we will post it on our social media channels.

The Stray Ferret’s founder, Tamsin O’Brien, lost her father to dementia earlier this year. She dedicated her donation to him:

“My wonderful father, David O’Brien, died this year – a few days short of his 93rd birthday. He was the most loving dad and he is much missed.

“In truth though, we lost him years earlier to Alzheimers disease and his last years were very difficult.

“Sadly, my mother also has this awful disease.

“People like my father and mother and their carers need extra support and joy in their lives. Dementia Forward provide this. Please support our Christmas Appeal.”

The Stray Ferret hopes to raise £30,000 for Dementia Forward to fund a new minibus.

Dementia Forward’s current bus is old and urgently needs to be replaced. The charity would seriously struggle to afford a new one, which is why they need your help to keep this vital service going. Without it, many people living with dementia wouldn’t be able to access the help and support they need.

Every donation to our campaign will go directly to Dementia Forward, helping us hit our target to buy the charity a new minibus and improving the lives of those living with dementia and the people around them.

We know times our tough, but please dig deep and give generously. Let’s not forget those who need our help this Christmas.

Thank you.

The Stray Ferret Christmas Appeal 2023: An important message from Dementia Forward’s CEO

This year’s Stray Ferret Christmas Appeal is to raise money for a minibus for Dementia Forward in the Harrogate district. 

The appeal is kindly sponsored by Vida Healthcare.

Please give generously to support local people and their families living with dementia. Let’s not forget who needs our help this Christmas.

Today, we spoke to Dementia Forward’s founder and CEO, Jill Quinn.


 “I sometimes feel national charities have lost touch with local communities.

“The need for dementia support was huge and the funding was usually decided in London.

“We felt we could do a better job by being rooted in the community.”

It was this realisation that prompted Jill Quinn MBE to improve local dementia support in the Harrogate district.

Jill, who previously worked for two national dementia charities, said she wasted many years in retail management before realising that the voluntary sector was where she belonged.

Dementia Forward was born in 2012 after Jill and other founding members left their previous healthcare jobs on a Friday and launched the charity the following Monday.

The team places need at the centre of the charity – something that can’t be done from 200 miles away. She added:

“People know when they put their pound in the pot, they’d be getting better services in the local area.

“You can’t design a service to be delivered in the local area from an office in London.”

It began with just seven members of staff. The team were donated second-hand laptops and worked from a small office in Ripon.

Now, with a flagship hub in Burton Leonard, 64 employees and more than 250 volunteers, Jill was right – Dementia Forward can serve the local community better.

It now covers the whole of North Yorkshire and helps more than 4,000 families.

“It was meant to a small, fluffy, local charity, but we hit a model that works.

“I like to believe every single person at Dementia Forward is just as passionate as me.”

Some of the Dementia Forward team.

Jill and her team made – and still make – it their mission to help those living with dementia and the people around them from the very early stages, all the way until end of life.

“We meet people, we gently inform them of what may come in the years ahead, and then we’re here for them going forward.

“We don’t hold hands with people because they’re independent enough, but we’re just an arm’s length away.”

The charity also educates people in the wider community on dementia, as Jill felt general awareness of the disease was very poor when it started, and has worked with transport companies, shops and churches to increase knowledge.

She has also led the charity to receive various awards for its work, including the Queen’s Voluntary Service Award and the King’s Fund Impact Award.

The Dementia Forward team receiving the Queen’s Voluntary Service Award in 2021.

Jill said:

“It’s hard to describe what Dementia Forward means to be – it’s just my life.

“I’m so proud of what we’ve done, but there’s still a lot to do, and some things are harder to fundraise for than others – like a minibus.”

Dementia Forward offers various social events and groups to combat loneliness and bring those living with dementia together. The groups go on regular trips out and many use the minibus service to access the support services.

However, Dementia Forward’s current bus is old and tired and urgently needs to be replaced. The charity would seriously struggle to afford a new one, which is why they need your help to keep this vital service going. Without it, many people living with dementia wouldn’t be able to access the help and support they need.

Every donation to our campaign will go directly to Dementia Forward, helping us hit our £30,000 target to buy the charity a new minibus and improving the lives of those living with dementia and the people around them.

Please give generously to those who need our help this Christmas. Click here to donate whatever you can – you never know when you, your family or your friend may be in need of Dementia Forward’s help too.

Thank you.

If you need urgent help or have a dementia-related enquiry, call 0330 057 8592 to speak to a helpline adviser.

‘Without my carer I’d be a mess’ – Stray Ferret Christmas Appeal 2023

This year’s Stray Ferret Christmas Appeal aims to raise money for a much-needed minibus for Dementia Forward in the Harrogate district. 

The appeal is kindly sponsored by Vida Healthcare.

Please give generously to support local people and their families living with dementia. Let’s not forget who needs our help this Christmas.

Today, we hear from members of the charity’s singing group.


Dementia Forward has been such a lifeline for us.”

These are the words of so many people who have been helped – and continue to be helped – by Dementia Forward.

It supports people living with dementia, and their carers who may be struggling to do their best to help them.

 

However, in reality, hundreds of families are fighting a losing battle with this condition. It is robbing people of their former selves daily – and none of us can stop it.

The Stray Ferret hopes to raise £30,000 to buy the charity a new minibus but we’re still a long way off our target  and we need your help.

We know times are hard, but please donate whatever you can to this vital cause.

Every donation to our campaign will go directly to Dementia Forward. It will fund a new minibus and improve the lives of people living with dementia and those around them.

Dementia Forward’s current bus is old and urgently needs to be replaced. The charity would seriously struggle to afford a new one, which is why they need your help to keep this vital service going. Without it, many people living with dementia wouldn’t be able to access the help and support they need.

Let’s not forget those who need our help this Christmas.

Thank you.

‘I just want my husband back’ – The Stray Ferret Christmas Appeal 2023

This year’s Stray Ferret Christmas Appeal is to raise money for a minibus for Dementia Forward in the Harrogate district. 

The appeal is kindly sponsored by Vida Healthcare.

Please give generously to support local people and their families living with dementia. Let’s not forget who needs our help this Christmas.

Today, we talked to a woman who cares for her husband.


“I didn’t sign up for this, Mark didn’t sign up for this, and our sons didn’t sign up for this.”

Wendy Thickett is a carer for husband Mark.

Mark, who was a high-flying computer programmer for more than 32 years, was diagnosed with young onset dementia in 2017 in his early 60s.

Within just one year of his diagnosis, Mark lost his job.

Wendy said:

“He was 20 times more intelligent than me; he loved military history and cricket.

“The first sign was that he couldn’t count back from 100 in threes – he could do that with ease before.”

Mark was initially diagnosed with anxiety and depression, but Wendy wasn’t happy with that and asked for further tests to be done. Finally, he was diagnosed with Alzheimer’s.

“When Mark was diagnosed, we were given some leaflets, he had his driving licence taken off him and that was it.”

Wendy said Mark managed for around a year, but things began to decline after that.

“Two years ago, he went on a walk and got lost.

“We had to get the police to look for him. When they found him, he didn’t know where he’d been, but he was covered in mud and blood.

“He’d obviously fallen, but he didn’t understand.”

The Time out Together group

Wendy’s father was also living with dementia and was supported by Dementia Forward. Karen, the head of young onset at the charity, reached out to her about Mark’s diagnosis.

After some convincing, Mark agreed to try the Time Out Together group and, six years later, he visits Dementia Forward three times every week.

Wendy added:

“It’s been an absolute lifeline.

“When you’re at the point where you desperately need help, you need the communication Dementia Forward can give.”

However, Wendy said Mark has declined rapidly and is now practically non-verbal. She said:

“It’s like having a two-year-old – I can’t take my eyes off him. I have a 14-month-old granddaughter and, when I have them together, it’s almost like there’s two of them.

“The worst part isn’t even me losing him, it’s knowing my boys are losing their father in front of them – they’re his carers now – they can’t sit and talk about football and cricket like they used to.

“I just want my husband back.”

Despite this, Mark loves his time at Dementia Forward, Wendy said.

He goes on days out with the group and takes part in social events and activities. He has walked with llamas, visited nature reserves, enjoys colouring and, apparently, beats everyone at table tennis.

Mark (left).

Dementia Forward is a lifeline for Wendy and Mark, as well as hundreds of other families across the Harrogate district.

That’s why we need your help to ensure the minibus service remains and those living with dementia can access the support they need.

Dementia Forward’s current bus is old and urgently needs to be replaced. The charity would seriously struggle to afford a new one, which is why they need your help to keep this vital service going. Without it, many people living with dementia wouldn’t be able to access the help and support they need.

Every donation to our campaign will go directly to Dementia Forward, helping us hit our £30,000 target to buy the charity a new minibus and improving the lives of those living with dementia and the people around them.

Please give generously to those who need our help this Christmas. Click here to donate whatever you can – you never know when you, your family or a friend may need Dementia Forward’s help too.

Thank you.

If you need urgent help or have a dementia-related enquiry, call 0330 057 8592 to speak to a helpline adviser. 

Stray Ferret Christmas Appeal raises £5k – but there’s still a way to go

This year’s Stray Ferret Christmas Appeal is to raise money for a minibus for Dementia Forward in the Harrogate district. 

The appeal is kindly sponsored by Vida Healthcare.

Please give generously to support local people and their families living with dementia. Let’s not forget who needs our help this Christmas.


The Stray Ferret Christmas Appeal has raised £5,000.

We’re so thankful to everyone that has donated to the appeal, which is raising money to buy Dementia Forward a new minibus.

However, we’re still a long way off our target and, with time running out, we need your help more than ever.

Dementia Forward’s current bus is old and tired and urgently needs to be replaced. The charity would seriously struggle to afford a new one, which is why they need your help to keep this vital service going.

Every donation to our campaign will go directly to Dementia Forward, helping us hit our £30,000 target to buy the charity a new minibus and bettering the lives of those living with dementia. It also provides much needed for carers and loved ones who are struggling to watch their loved one slip away.

Without it, so many people living with dementia wouldn’t be able to access the help they so desperately need.

There are currently 900,000 people living with dementia in the UK and this is projected to rise to 1.6 million by 2040. It’s a disease that affects whole families.

We know times are hard, but please donate whatever you can to our appeal.

It’s a lifeline for hundreds of families in the Harrogate district. Let’s not forget those who need our help this Christmas.

Thank you.

The Stray Ferret Christmas Appeal 2023: ‘This group has changed my life’

This year’s Stray Ferret Christmas Appeal is to raise money for a minibus for Dementia Forward in the Harrogate district. 

The appeal is kindly sponsored by Vida Healthcare.

Please give generously to support local people and their families living with dementia. Let’s not forget who needs our help this Christmas.

Today, we talked to member of the young onset dementia group.


Before being diagnosed with young onset dementia, members of Dementia Forward‘s Time Out Together group were just like anyone else. One was the captain of Leeds Rhinos rugby, another a high-flying musician, and one a secretary for the Bank of England.

But everything changed before they reached the age of 65.

“We feel like a family – we are a family.”

This is how one member, Ally, described Time Out Together.

The group supports people living with young onset dementia – a form of the disease which affects people under the age of 65.

They meet every Wednesday and begin their day with coffee, cakes, and a catch-up. They laugh and chat and escape the evil disease they’re living with – even just temporarily.

Ally, who joined the group around nine months ago, said:

“I absolutely love it – it has changed my life.

“Everything we do is different – once we walked with llamas, and mine was named Gary!”

Time Out Together members visit the beach, nature reserves, play golf, visit art galleries, go on walking trips, go to the theatre and much more.

The purpose of the group is to socialise with people who understand them. The disease is robs these people of their former selves every day, but Dementia Forward works tirelessly to combat this.

Kev, the group’s volunteer bus-driver, said:

“It’s about laughing and joking together – we don’t judge here.”

Time Out Together is helping those living with young onset dementia and their carers every week, but the reality is that these people are fighting a downhill battle.

That’s why we need your help to ensure that the vital minibus service continues, and that people carry on receiving the care they need.

Dementia Forward’s current bus is old and urgently needs to be replaced. The charity would seriously struggle to afford a new one, which is why they need your help to keep this vital service going. Without it, many people living with dementia wouldn’t be able to access the help and support they need.

Every donation to our campaign will go directly to Dementia Forward, helping us hit our £30,000 target to buy the charity a new minibus and improving the lives of those living with dementia and the people around them.

Please give generously to those who need our help this Christmas. Click here to donate whatever you can – you never know when you, your family or a friend may be in need of Dementia Forward’s help too.

Thank you.

For those that need urgent help or have a dementia-related enquiry, call 03300578592 to speak to a helpline adviser.