Making private hire services more accessible to disabled people

A good practice guide for Private Hire Vehicle operators and drivers

Setting up a training scheme

At the end of training

It is important to include a means for monitoring and review, i.e. feedback forms from attendees. This might include the issuing of an attendance / pass certificate. The course provider should compile and distribute the names of drivers who have successfully attended the course, among the public and other bodies, in order to promote their services, and to encourage attendance on the course by other drivers. Once a driver has undergone a training programme, there should be some means of publicising the fact that he has been trained, as this will enhance passengers' confidence in the level of service that they are receiving. This might be done by providing the driver with a badge, and by providing an appropriate logo in publicity and advertising material.

Consideration should also be given to providing periodic refresher courses, to both reinforce the training that has been given, and to provide the driver with updates on changes in legislation & regulations, the introduction of new equipment etc..

Examples of training schemes

Training schemes are available that can be used by both licensing authorities and operators, and as models for the establishment of new programmes. Some existing schemes are listed below.

Kirklees Metropolitan Council operates a compulsory training scheme for all new Taxi and PHV drivers, which requires licence applicants to attend a training course and pass a multiple choice examination. The course is conducted at Huddersfield Technical College and covers legal requirements, health and safety, good communication, road safety and equal opportunities. A major focus of the course is customer care and providing a personal service to disabled passengers. Drivers are taught how to deal with people with different impairments and provide assistance to passengers outside the vehicle whilst enabling them to maintain their independence as much as possible. This might, for example, entail helping a disabled person to enter the vehicle, or carrying a passenger's shopping into the house. Drivers are also encouraged to talk to disabled passengers to make them feel more comfortable during their journey.

Warrington Borough Council introduced a requirement that all taxi and PHV licence applicants must undertake a disability awareness test, as part of their licensing conditions in 2002. The 'Taxi and Private Hire Drivers Knowledge Test' comprises five questions which applicants are required to answer, having studied a distance learning pack produced, on behalf of Warrington Borough Council, by the Warrington Community NHS Trust and the Warrington Disability Information Service. This pack has an emphasis on promoting an inclusive society, and there is a discussion of how disabled people are often perceived by non-disabled people, and of the common myths, misconceptions and stereotypes that give rise to negative attitudes. Practical advice is given on the role that language can play in reinforcing prejudices and, very often, causing offence.

Edinburgh City Council requires taxi drivers to undertake a compulsory training course as part of their licence conditions; although this does not currently extend to PHV drivers in the city, there is no reason why this course can not be used as an example of what might be administered in the PHV sector elsewhere. The course is operated by Telford College, Edinburgh, and covers six elements: conditions of licence and road safety issues, wheelchair accessibility and disability awareness, first aid, handling conflict and stress, vehicle maintenance and customer care. General professional etiquette and passenger awareness guidance is given, followed by specific assistance information for partially sighted passengers, passengers with hearing loss, passengers with walking difficulties and wheelchair users. Practical sessions showing how to assist a partially sighted person and how to manouvre a wheelchair are included.

Phoenix Training operates a course for PHV drivers in assisting disabled passengers and has provided training for a number of local authorities. This is based on an established course provided for Education and Social Service sector drivers and escorts. The course consists of two days, the first concentrating on theory, and the second on practical training. The theory module includes medical issues, such as dealing with epilepsy, asthma and autism. Additional conditions can also be included if needed (e.g. dementia). Understanding the needs of passengers is part of the theory course and this includes conduct which enables the preservation of the dignity, respect and independence of the passenger. Each successful candidate is entered on the National Register of Trained Escorts, which can be accessed by councils and the Health and Safety Executive. The scheme is recommended by the National Association for Council Contract Community Transport.

The Public Carriage Office will shortly introduce a 'Small Vehicles Professional Drivers' Additional Skills' programme. Modules will include 'Recognising and responding to passengers with special needs' and 'Awareness of disability issues'.

The Community Transport Association (CTA) promotes training in the form of the Passenger Assistant Training Scheme (PATS) and Minibus Driver Awareness Scheme (MiDAS). PATS is designed for staff or volunteers who are involved in the care or supervision of passengers travelling in cars, taxis or buses. PATS is for anyone who has care or supervision of passengers when travelling by road, whether as a nondriving Passenger Assistant or as a Driver / Passenger Assistant. The course includes training on disability awareness, supervising children with special needs and working with adults who require care and supervision. MiDAS, a scheme that is becoming increasingly well-established in the Community Transport sector, comprises a combination of disability awareness training and practical driving assessment. The disability awareness classroom session includes dealing with people with sensory impairments, people with physical disabilities, wheelchair users and being able to safely use equipment such as restraints and ramps for wheelchairs.

Published: 03 December 2003

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