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Shining a Light on Transport & Mental Health: What Passengers Want
Document Management Meera Rambissoon The TAS Partnership Version V1 Prepared by MR Checked by SH Approved by Issue Date 5 June 2018
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Summary A Powerful Story to Tell…
Why this story? Who feels what Who needs what Passenger suggestions Passenger messages for operators Final thoughts Any questions?
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Why This Story? Journeys can be agonisingly painful for some people
“Imagine getting on the tube or bus in a real state of panic. You feel pressures people can’t see. Right now 1000s of people are feeling anxious on planes, trains & buses”
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Why This Story? Because mental health illness is not a small issue
1 in 4 1 in 5 1 in 6 1 in 10
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Why This Story… For Me?
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Who Feels What: Passenger Survey Results
80% have experienced mental illness 49% put off from or never use public transport 54% experienced symptoms e.g. panic attack on public transport 8% contacted operator for assistance
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Who Feels What: Common Themes
Fear, anxiety & worry Control (vs avoidance) Self-esteem & self-confidence Space: known & unknown Energy & rest (breathing & heartbeat)
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Who Feels What: Why are People Put Off?
Feeling trapped Fear of crowding – people Pressure e.g. time, ticket rush Can’t get to toilet Not having staff on hand to ask for help
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Who Needs What: Passengers’ Top Priorities
Better communication on day of travel Better ways of communicating needs to operators More detailed info & support on www
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Passenger Suggestions
Knowing help at hand Certainty/reassurance Clear, accessible information Priority seats Timetabled days Friendly customer service staff
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Passenger Messages for Operators
Talk to people with mental illness who find travelling difficult Train staff – to support passengers & fellow staff Let’s get transport professionals talking to mental health professionals
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Closing Thoughts Passenger wants & needs not that different from what any passenger would want What passengers want = reasonable adjustments – their ‘ramps’ Case of reframing services & service needs within mental health context Next steps – potential TAS initiatives
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Any questions? Please get in touch!
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