Stagecoach UK Bus is part of the Stagecoach Group and is one of the largest bus operators in the UK, operating express and local bus services across the country, as well as a comprehensive network of intercity operations under the megabus.com brand. Stagecoach London operates about 100 routes with 1200 buses under contract to Transport for London. All our buses are fully accessible.
- 8 October 2015
- Transport Sector
- Local Alliances:
- Havering Dementia Action Alliance
1. Action Plan
1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?
Providing the best customer service to all our passengers is extremely important to us. We are continuously aiming to raise the standard of what we deliver in response to ever changing demands. We would like all people with dementia, and their carers (where applicable), to be confident that they can use our buses in east and south-east London knowing that Stagecoach London employees are aware of their needs and are willing and able to assist with their journeys.
The overall concept is to make everyone confident in using our bus services and that all customers regard themselves as being included
2. What are the challenges to delivering these outcomes from the perspective of your organisation?
Our main challenge is ensuring that all 3,500 new and existing drivers are given the underpinning knowledge training to raise their awareness over as short a period of time as possible.
We need to encourage staff to put into practice, pro-actively, the knowledge they have whenever necessary. This is a considerable challenge in giving bus drivers the confidence to act, based on the short transactional contact time they have with customers as they board the bus
Continue to promote awareness of Transport for London’s Travel Support Card
Transport for London has made available a Travel Support Card which can be used to make drivers aware of a passenger’s particular needs. Details of this are contained in the latest edition of TfL’s Big Red Book which has recently been issued to all drivers and relevant staff.
New drivers will receive the Big Red Book and specific guidance on the cards, their uses and the expected outcomes.
2014 - Third Quarter Update
Train the Trainer sessions to be attended by our training instructors to strengthen their underpinning knowledge around the area of dementia.
A representative of the Havering Dementia Alliance will be invited to present awareness sessions to our training instructors. This will enable them to pass on their enhanced knowledge to new trainees and also to existing staff through the annual CPC training.
2014 - Third Quarter Update
Obtaining and making use of a dementia awareness video in appropriate training sessions.
We plan to obtain a suitable video that explains the challenges faced by people with dementia and how our drivers can ensure that journeys can be made with confidence. This will be used in initial training for new staff and as appropriate in refresher training.
2015 - First Quarter Update
We have now obtained the video and it will be incorporated with material provided by TfL in driver training.