TRANSPORT SERVICES
We understand the importance of the travelling for students and the community. We will tailor each transport service to the individual's needs. This is done during our initial assessment where we get to know our clients and focus on the delivery of an outcome focused service.
All our passengers have a designated Passenger Assistant who has been vetted and well trained to deliver a high-quality service. We appoint a dedicated contract manager for each school or community day centre to which we provide transport. The managers hold in-depth talks with the school or day centre whenever necessary to ensure that those needs and the needs of the school/centres are addressed.
SCHOOL RUNS
Drivers and Passenger Assistants are allocated a route on a permanent basis and meet with students and parents/carers prior to the start of the term. This is so they know how best to resolve any potential issues to ensure a smooth transition. At the same time we ensure that our staff members are comfortable with the time schedule, and able to cater for any client issues and staff training needs. In addition, the contract manager will speak to every parent/carer as a follow-up to the Driver and Passenger Assistant meeting. Additional Drivers and Passenger Assistants are employed during the early stages of a contract, to ensure a smooth running and flexible operation, accommodating alterations swiftly, if and when necessary.
To ensure that all our staff provide a first class customer service, we instill the need for tolerance and awareness of the potential pitfalls of advising or engaging with the passengers. As a company we are very aware of the safeguarding issues of young children and vulnerable adults.
Sometimes for unavoidable operational reasons, it is necessary to have a relief Driver. All relief Drivers and Passenger Assistants are introduced to the students via the regular Passenger Assistants on school grounds. Parents/carers are informed prior to any change in our staff, whether permanent or temporary, allowing them time to prepare the student for the change.
Parents/carers have day-to-day communication with the company via the Driver and Passenger Assistants using a low-cost-rate telephone number allocated to each vehicle. This will be directed at the Passenger Assistances for 6 rings and thereafter will divert to the Driver for a further six rings. The parents/carers also have access to the contract manager and the Company’s office via a low-cost phone number.
A key aspect of our safeguarding policy is our practice in the event of passenger illness whilst travelling. In case of serious illness, an ambulance will be called, then the parent, School and the Passenger Transport will be informed. Sometimes student numbers and pick up points will alter; in which case the routes are rescheduled to ensure that the on-vehicle time is kept to a minimum. The relevant School and Passenger Transport authority is always asked to sanction any proposed change and we liaise with the school to ensure changes are kept to a minimum. However at all times the students’ needs are uppermost in our minds. As an example of the lengths we go to in order to make travelling to and from school as easy and as stress free as possible for students, vehicles are individualised to specific journeys and students. This is done by allocating a name, or a number, or a colour image e.g a dog or bird or house. We find that this seemingly small practice makes travelling more fun and indeed in many cases the students look forward to finding the right vehicle for them.
Our Drivers receive training over and above legal requirements. This includes training in defensive driving techniques, sign language courses, provided for all staff involved with students who have speech difficulties. We also provide awareness courses for autism, ADHD, aspergers and epilepsy.
FOR EDUCATIONAL & SOCIAL CARE TRANSPORT SERVICES
Open Heart Care and all of its operating companies is committed to delivering excellent customer service. We have a straightforward approach to customer care and service – essentially we treat our customers as we ourselves would like to be treated.
As a service provider on behalf of Council authorities, we regard as “Customers” –
The various County Council, District Council and Unitary Bodies with whom we hold contracts.
The various educational and social care establishments that we deal with in operating the above mentioned contracts.
The staff of all of the above authorities and establishments.
The passengers that we carry.
The parents and/or carers of our passengers, where appropriate.
ENQUIRIES / COMPLAINTS / LOST PROPERTY
If you are contacting the company, whether you have a general enquiry, lost property enquiry or a complaint, the same procedures for contacting us should be followed. The same high level of service will be provided whether you have a general enquiry, a specific question, are enquiring after lost property, or have a complaint about our service or staff.
In the case of lost property, you will normally have the same vehicle and crew serving your contract each day. Consequently if you think you may have lost something in the vehicle, in the first instance enquire with the Driver on your next journey. If this is not appropriate, or if you prefer, please contact the office.
Responses to customer contact will be provided in the most appropriate format. However, and dependent on circumstances, our response may not be by email.
We will ensure that you are dealt with:
- Quickly, fairly, and in a courteous, helpful manner.
We would like you to:
- Give us the information we need to help you.
- Treat all our staff fairly and with respect.
OUR CUSTOMER CARE STANDARDS
Contact by telephone
We will:
- Aim to answer the telephone within 20 seconds (six rings) during normal working hours.
- Attempt to resolve your query at the first point of contact. If this is not possible we will pass your call to someone who can help and ensure that you have the name of the staff member dealing with the query.
Contact in writing
We will:
- Aim to respond to standard written enquiries within two working days of receipt, resolving the issues raised if at all possible. If the issue is more complicated and likely to take longer to resolve, we will give you an idea of how long this will take.
Contact by email and text messaging
We will:
- Aim to respond to emails or text message enquiries within 24 hours, except at weekends or during bank holidays. All emails or text messages should at least receive an acknowledgement within one working day stating when a full reply will be made if it is not possible to deal with the inquiry immediately. Emails and text messages of an urgent nature will normally be dealt with immediately.
What we ask of you
Our staff should not be expected to deal with rude, abusive or threatening behaviour. If such unpleasant behaviour is encountered and cannot be calmed down, our staff will politely state that they will have to terminate the contact (put the telephone down) or if the problem is in a vehicle, it will be reported to the office for further investigation. The company will take appropriate action against any individuals who are abusive to staff, including, if the abuse is from a passenger, recommending to the relevant Council that travel entitlement be withdrawn for that passenger.
Contact times:
Office: the office is normally staffed from 09.00 to 18:00 hours Monday to Friday. Telephone calls and emails received within these hours will normally be dealt with as noted above.
Out-of-hours: our office telephone will normally either give an alternative number or be diverted. Our duty staff will normally deal with “out-of-hours” calls, e-mails, and texts. They will normally monitor incoming enquiries from 6am until 10pm.
Drivers/Passenger Assistants
Drivers and/or Passenger Assistants will normally provide their direct mobile numbers to their passengers or their parents or carers, so that any day-to-day transport requirements can be dealt with directly.
