Improving Accessibility Of Our Services
We recognise that some of our customers have special needs and our goal is to provide trains and stations that are as accessible as possible. To achieve this we have undertaken a range of work to improve service accessibility. Some developments receive support from the Department of Transport Access for All fund. Initiatives include:
- installation of induction loops at ticket offices and Help Points;
- installation of automatic doors and ramps;
- minor works to improve accessibility such as directional signage, handrails on stairs, colour contrasting stair edging and dropped kerbs adjacent to drop off zones;
- rail information and safety cards presented in large-print and Braille;
- first-hand feedback on facilities by a disabled mystery shopper;
- telephone follow-up monitoring of our disabled passenger arrangements; and
- provision of alternative transport where the origin or destination station is inaccessible.
We work closely with local and national disability groups to review policies and practice and align with the Department for Transport, Passenger Focus and the Disabled Persons Advisory Committee in order to anticipate the requirements of customers with special needs.
We have recently established a disability working group with representatives from all our operating companies. The group will pool best practice and establish a shared vision and policy for providing appropriate assistance and service to our disabled customers.
The process must involve improving our staff's understanding of the disabled passengers' needs. First Great Western has been heavily involved with the development of a disability training DVD with the Department of Transport and Go Skills. Along with a guest visit from a disabled customer, the DVD now forms part of an enhanced disability training programme developed by the company for all front-line staff. Feedback from organisations representing disabled people has all been positive. The Department of Transport Mobility and Exclusion Unit has sent delegates on the courses.
The training has helped our employees gain a better understanding of disability issues and improved their confidence in working with disabled passengers.
"This was one of the most informative and interesting courses I have attended, and was very effective in the interactivity of showing the difficulties that disabled persons face and combat each and every day of their lives. Sarah was excellent at drawing out the emotions felt by each and every member on the course after completing the interactive sessions."
The programme will be taken up by other train operating companies over the coming year.
Some of our companies also offer sign language classes to employees including train drivers, ticket collectors and administration staff.
Hull Trains Voted Best in the Country by Disabled Passengers
In December 2006 Hull Trains was named the Best Train Operating Company in the country in an award backed by national disability charity RADAR. Votes were recorded by passengers themselves, giving them the opportunity to voice their opinion on the service offered by train operating companies across the UK.
Mark Leving, Hull Trains Managing Director, commented:
"As a company, Hull Trains is committed to making all facilities, from the booking process to the on-board experience, as accessible as possible, and it is hoped that this award will highlight the good work that is going on across the industry to this end. We are continually looking to enhance the services on offer and there are several developments that are due to come online that will bring even further benefits, particularly for disabled passengers."