Social care transport faq

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Index of Content

• Who is eligible?
• Who is the operator?
• What is the procedure for the collection and return of passengers?
• Can I change operators?
• What safety procedures are adopted?
• Wheelchair information
• Is it possible to carry medication on board transport?
• What is the procedure during adverse weather conditions?
• What happens in the event of an accident or breakdown?
• The taxi is often late, are there any performance indicators in place regarding the transport service?
• Who should you contact for further information?

Who is Eligible?

Eligibility for transport is determined by a service user’s Care Manager and queries regarding this should be made directly to the relevant person within Community Care. Once the transport has been arranged, each service user will be notified of the arrangements for their transport by their Care Manager.

Who is the operator?

Please email the Passenger Transport Unit or call us on 01225 713399 or 713206.

for this information.

What is the procedure for the collection and return of passengers?

It is the responsibility of service users and their carers to ensure that they are ready when the vehicle arrives at their home. Operators will be given instruction to wait no more than three minutes for any service user. Operators have been asked to advise us of service users who regularly cause the transport to run late.

Where a service user has a mobility problem, the vehicle will try to come as close as possible to the service user’s home.

Service users will be expected to make their own way to the vehicle when being collected by their transport and their own way from the vehicle back to their home after being dropped off.

Drivers and Passenger Assistants will be able to provide assistance when service users are entering or alighting from the vehicle, but they will not be expected to leave the immediate vicinity of the vehicle. Accordingly they will not be expected to assist service users to walk along driveways or paths, climbing or descending stairways or locking up or opening front doors.

I am not happy with the current transport operator, can I change operators?

Transport operators are awarded contracts based on their ability to carry out the operation to the standard and specification that is set out at the start of the contract. If you feel that the operator is not performing to a satisfactory standard please email us or call us on 01225 713399 or 713206, we will be pleased to help assist you with your query.

What safety procedure is adopted when service users are travelling?

It is important that service users follow the instructions of drivers and Passenger Assistants. In particular, service users should not attempt to open and shut the doors of the vehicle.

All service users should wear seatbelts, where fitted, when travelling in the vehicle. Smoking on any vehicle (including the driver and Passenger Assistant) is forbidden. This includes journeys en-route to the first pick-up point.

Wheelchair information

Where service users have particular mobility requirements, or need to use specialist equipment, drivers and Passenger Assistants are briefed accordingly. All equipment will be used strictly according to manufacturer’s requirements or appropriate legislative provisions. Copies of users instructions can be provided to service users and carers on request.

Should service users wish to travel in a wheelchair, then that wheelchair must be of an appropriate design and strength for transport purposes.

Is it possible to carry medication on board transport?

Medication may be carried on the vehicle if it is in a sealed container or bag clearly labelled with the service user’s name. The Passenger Assistant will keep the medication safe during the journey and hand it to an adult on arrival. The driver and Passenger Assistant will not be expected to administer drugs to passengers.

What is the procedure during adverse weather conditions?

The driver will be expected to use their discretion as to whether a road is passable or not. Service users or their carers can help operators by advising them of adverse weather conditions in their locality.

Drivers may choose to abandon a journey if driving conditions are deteriorating. In these circumstances, the service user will be returned home. If the driver takes the decision to cancel the journey to the centre then they will have no responsibility for conveying the service user home should the service user access the centre by some other means.

What happens in the event of an accident or breakdown?

In the event of a breakdown, accident or the vehicle becoming immobilised, service users will be instructed to stay in the vehicle until alternative transport can be organised. If the circumstances are deemed dangerous, passengers will be guided in an orderly manner by the driver or Passenger Assistant to a place of safety.

Drivers and Passenger Assistants will have access to a mobile phone or radio so that they can endeavour to maintain contact with their base, the Community Care establishment they serve and the Passenger Transport Unit.

The transport is often late, are there any performance indicators in place regarding the transport service?

We monitor contractor performance through inspections and close liaison with centre managers, the District Council’s taxi licensing officer, and VOSA (Vehicle and Operator Service Agency). We welcome feedback on the transport service being provided from both service users and their carers.

Please do not hesitate to advise the Council if you have any operational concerns about the transport being provided. Early notification of problems allows us to rectify them before they become more serious. You should email us or call us on 01225 713399 or 713206, will take steps to investigate any complaints and ensure that they are appropriately resolved.

Who should you contact for further information?

In the first instance please email us or call us on 01225 713399 or 713206.

Last updated: 9 April 2009