1. ScotRail - Ill Passenger Policy
We’ve worked with the Scottish Ambulance Service to make sure that even on DOO trains, if a medical emergency is reported to the SAS control room, they pro-actively call us as we don’t always know about this happening on DOO trains.
We then between us decide the best place for the train to met, and run the train express to that station
Passengers are advised of the decision and are able to alight to make alternative arrangements or wait for next service

2. A passenger was suffering a suspected heart attack, at Lenzie, outside Glasgow during the morning peak.
The train was run express into Glasgow Queen Street, where we had the Duty Manager and Ambulance waiting on the platform to meet them. The hospital they were taken to was in Glasgow city centre, meaning that we got them to hospital quicker than by road from Lenzie.
Total delay for this incident was 3 PPM failures, a remarkable feat considering the volume of traffic through there in the morning peak.

3. A passenger tripped while boarding at Cambuslang and broke their leg on an Argyle Line service heading through Glasgow.
Cambuslang is a complete bottleneck on the network with VTWC, XC, TPE and ScotRail long-distance and suburban services funnelling through. The train was quickly altered to run express to Glasgow Central High Level, where the passenger was met by first aiders and paramedics and taken to hospital more quickly than if an ambulance had been dispatched to Cambuslang. We even got some positive feedback on Twitter!