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Plymouth Citybus

Plymouth Citybus was formed in 1986 to take over the operations of Plymouth City Council Passenger Transport Department. Plymouth Citybus serves over 14 million passengers a year and is the biggest public transport provider in Plymouth, employing 443 people and running a fleet of 151 buses to all corners of the city. Plymouth Citybus is at the heart of the local community; it is a member of Plymouth Chamber of Commerce and is represented in many local forums affecting life in the city. The company operates a modern fleet, and provides the local service for Plymouth customers.

Updated:
8 October 2015
Location:
South West
Sectors:
Transport Sector
Local Alliances:
Plymouth 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?

Plymouth Citybus is a mass transit provider with over 14 million customers each year. Almost 1/3rd of those customers are elderly and disabled. Our role in delivering better outcomes for people with dementia and their carers is to make using the bus as easy as possible for all, through the provision of easy to read aides on how to use the bus.

The overall concept is to make bus travel as easy as practical. This is to enable those with special needs, to feel confident in using public transport without the person needing to ask the driver at the point of boarding for help (we aim to try and make it that easy). 

2. What are the challenges to delivering these outcomes from the perspective of your organisation?   

  • Driver awareness training to help improve customer service.
  • Customer and staff awareness of the help that is available to them.

http://www.plymouthbus.co.uk/

Member contacts

Peter Oliver (Commercial Manager)

peter.oliver@plymouthbus.co.uk

2. Actions

  • Create Customer Cards

    To provide A5 cards for the customer to hold at a bus stop saying in very simple words where the person wishes to travel to.

    To get a card, all a customer needs to do is either call in at our Travel Shop and request 1, or email me at russ.champion@plymouthbus.co.uk 

    The cards can then be collected from the Travel Shop (approximately 48 hours later) or they can be posted to the customer's address.

    Status:
    Implementation
  • Help Me Cards

    To provide free of charge simple help me cards, on one side is a phone number, on the other is a white space for the customer or carer what assistance the customer needs, could be destination for example.

    These will be available from our Travel centre in Royal Parade, they will either be on display or can be asked for.

    Status:
    Implementation

    Update – First Quarter

    Update – Second Quarter 

    Update – Third Quarter

    Update – Fourth Quarter

  • Dementia Awareness

    Dementia Awareness is delived to new members of staff in an induction session and to existing members of staff with periodic training. All trainers at Plymouth Citybus are Dementia Champions.

    Regular Disability Awareness days are held on approximately a quarterly basis with a bus parked up in teh City Centre. Dementia Awareness sessions are held for members of teh public to attend and these sessions are listed on the web site when they are being held. Other companies with similar interests are come along on the day. 4 such days were held in 2014 and were a great success. The 1st 1 for 2015 is hoped to be held in May.

    Status:
    Delivery

    Update – First Quarter

    Update – Second Quarter

    Update – Third Quarter

    Update – Fourth Quarter

  • Making Bus Travel Easier

    To work on a program of continual improvement under the general remit of making bus travel quicker and easier for all users.

    Status:
    Implementation

    Update – First Quarter

    Update – Second Quarter

    Update – Third Quarter

    Update – Fourth Quarter