Welcome

 

SOCIAL AUDIT

CONTENTS PAGE

PREFACE

BACKGROUND

KEY ACHIEVEMENTS

COMPANY HISTORY

ORGANISATIONAL AIMS

BUSINESS AIMS

STAKEHOLDERS

CHAPTER 1

Shopping Service

CHAPTER 2

Alternative Transport

CHAPTER 3

Community Use

CHAPTER 4

Volunteer Drivers
Passenger Escorts

CHAPTER 5

Staff

 

PREFACE

Having set up a community project to provide a local community transport alternative for those people who are elderly, disabled or rurally and socially excluded in the Buchan area, the social audit will in fact measure the effect the service is having.

This social audit was conducted by questionnaires and personal visits to find out the performance of the Buchan Dial-a-Community service, and to prove to those who have funded or supported the service what has been achieved, it will be used to look for investment in community transport provision and used in future planning.

This audit will be used as part of our annual report to show all interested parties how we have progressed, and highlights the social benefits of rural transport provision in reducing social isolation and meeting local.

BACKGROUND

Buchan has a land area of 585 square kilometres (226 square miles). Population density averages 67 people per square kilometre, and is most concentrated around Peterhead. In rural Buchan the build pattern is much more dispersed and relies upon village service centres such as Mintlaw, Strichen and New Deer for most community facilities.

Buchan has a good quality of natural environment. The 48-kilometre coastline comprises sandy beaches, dunes and rocky foreshores of natural significance. The built heritage is rich and varied, including traditional croft houses, outstanding conservation areas in Strichen and the centre of Peterhead, with some fine examples of great country houses.
The foundations of the Buchan economy have traditionally been fishing and agriculture. Since the 1970’s the economic base has broadened, with Peterhead acting as an important oil and gas service centre with the development of the St Fergus Gas Terminal.

The most recent estimates show a stable population level over the last decade, with 39,172 residents in 2003. Minor decline is predicted by 2006. The 2001 census shows 7% of the area’s population to be pre-school age, 16% to be of school age, 62% of working age and 15% retired.

Within the Buchan area outlying settlements experience transport difficulties. The population relates to a range of local towns and the city of Aberdeen as a major city which to outlying areas can be as far as 40 miles away.

Buchan faces many key challenges for the future. There is a need to overcome the disadvantage of peripherally, to widen the areas of economy to sustain social and commercial facilities in the area’s rural villages.

A variety of initiatives by the Council and its partner organisations are already underway to address these challenges. These include the Building Buchan, the Peterhead Project, the use of European and Lottery funding, and the pioneer of the Maud Area Office, which now accommodates the Buchan Development Partnership.

Issues currently being explored for local people are services for older people, provisions for young people, along with training and information development

 

KEY ACHIEVEMENTS

2000

1. Receipt of first two VW LT46 minibuses through RCTI grant funding
2. Employment of co-ordinator and driver to begin Shopping Service and Community Hire Service

2001

1. Became Company Limited by Guarantee and a registered Scottish Charity
2. Introduced MiDAS (Minibus Driver Awareness Scheme) training
3. First Business Plan compiled
4. Achieved IiP (Investor in People) recognition
5. Began APT (Alternative Patient Transport) pilot
6. Hosted a visit from Lantag of Saxony (East German Parliament)

2002

1. Received minibus number 3; Renault Master SWB 9 passenger seat vehicle and began 5 day per week APT project
2. Introduced MEEP (Minibus Emergency Evacuation Procedure) training
3. Able to access concessionary fares for Dial-a-Community Bus shopping service
4. Co-ordinator invited to speak about Buchan Dial-a-Bus achievements at the CTA’s national conference
5. The organisation has been chosen to feature on several occasions by the Scottish Executive as a project showing “Good Practice” the most recent being the Scottish National Rural Partnerships “Good Practice in Rural Development” report

2003

1. Employed part time administration assistant
2. Began process of social auditing
3. Introduced PATS (Passenger Awareness Training Scheme)
4. Introduction of evening Youth Transport pilot
5. Co-ordinator asked to chair a session on accessibility at the recent STAT (Scottish Travel Access Review) conference organised by the CTA
6. Co-ordinator involved in helping another RCTI funded group employ their co-ordinator and was available to give them support and advice during their start up period

2004

1. Successfully reassessed for IiP recognition
2. Started providing PATS training for Aberdeenshire Council
3. Completed compilation of 1st social audit
4. Introduction of volunteer car transport service for APT
5. Introduction of DRT (Demand Response Transport) pilot project in partnership with Aberdeenshire Council
6. Introduction of pilot project for local shop mobility scheme
7. Involvement in RCTI (our main funding body from the Scottish Executive) promotional video
8. Co-ordinator asked to speak at a European conference on sustainable access
9. Minister of Transport (Nicol Stephen, MSP), visited the Buchan Dial-a-Bus project along with a senior member of the Executive’s Transport Department and were greatly encouraged with the project’s performance over the past few years

COMPANY HISTORY

Buchan Dial-a-Community Bus offers a Community Transport provision to those people who are elderly, disabled, rurally or socially excluded in the Buchan Area.

The project began as a partnership between Buchan Dial-a-Bus, which was set up in 1993 by a volunteer group, and the Central Buchan Community Bus, which was administered through Mintlaw Community Education.

In 1999 we received a grant from the Rural Community Transport Initiative which allowed us to buy 2 new 16 seat minibuses that have been completely adapted for the needs of the elderly and disabled and employ a part time co-ordinator and full time driver.

The service began in July 2000 and quickly began to make its mark in the local communities. To date we run 5 days per week taking customers from all over rural Buchan to shopping centers, in Aberdeenshire, and then back to their homes. We offer those who are disabled or frail the facility of a wheelchair, walking aid and/or a volunteer escort so that they can have a little independence rather than relying on family and friends for help.

In 2002 thanks to Aberdeenshire Council’s generosity we were able to access the concessionary fares scheme for this service which means that those customers with a concession card (approx 99%) can use the bus for no charge.

The community use service has regular bookings from groups such as the guides, Mental Health groups, Brownies, School PTA’s, the local arthritis group, walking groups, pensioner clubs etc.

Because the buses are fully adapted, everyone in the local community is able to access comfortable and reasonably priced transport. This is very important to us and the feed back we have had is that all the customers are very happy with the service.

We also use this service to help out groups like Aberdeen Foyer and the Young Carers who use our minibus to allow their youth services to access affordable, every day transport with no “stigma-quality”. That means that the young people do not have the feeling that “everyone knows who they are” etc. Although this may sound a little silly, this is vitally important for the mental health and well being of a wide range of groups, including the variety of Mental Health groups that also use us regularly, and something that Dial-a-Bus takes very seriously.

In early 2001 we decided to become a company limited by guarantee and in February 2001 we also successfully applied for status as a Scottish Charity.

In November 2001 we achieved the prestigious Investors in People award.
We are also carrying out Social Auditing as a new and innovative way of Monitoring and Evaluating our services.

In spring of 2001 we started the next project; the Alternative Patient Transport service. A further RCTI grant allowed us to employ another part time driver and begin the new service in May. We used the community use bus for three mornings/afternoons per week to transport people to local doctor's surgeries/ out patient and chiropodist appointments etc. This was a pilot project running for the period of a year to assess the need for this type of service in the area.

What we discovered very quickly was that there was more of a need than we could supply a solution for with a part time service. Because we had to share the minibus with community use customers we had turn down regular community use opportunities to run the APT, or turn down patients who needed transport in order to service community use customers. This was far from an ideal situation but it highlighted the need for further growth.
At this point we were also asked by a local MP and the Clydesdale Bank if we could help transport customers from one village to another to get to the bank there. This was due to the fact that the Clydesdale was closing down their local branch and the community had no access to other banking facilities in the vicinity.

With sponsorship from the Clydesdale Bank we were able to use the minibus one morning per week to take customers, who could not access public transport, from Maud to New Deer so that they could get to the bank. This sponsorship has now finished and although the Clydesdale bank did kindly give us a further donation in mid 2003 they will not be sponsoring a specific service any more.

We still continue to provide an “on demand” service to and from the local bank and other services along with our APT provision.

In January 2002 we were awarded further funding to buy a small 9 seat fully accessible Renault Master minibus and to extend the present services we have. The minibus arrived in August and is primarily used for the five day a week Alternative Patient Transport Service for the Buchan area.

This means that anyone who does not have access to transport and who may not qualify for (or cannot use) the Ambulance Service’s Non Emergency Patient Transport, will be able to ask for transport to and from doctor’s surgeries, outpatient appointments, podiatrists, dentists, etc. We even help with transport for hospital visiting if we can. We know that there are many circumstances where one member of the family may be in hospital but because of transport problems they receive few, if any visits.
As with the Dial-a-Bus service there is a small fare charged for the APT, but unlike the Dial-a-Bus this service cannot make use of the concessionary fares scheme since it is demand responsive and not timetabled in any way and as such, at this point Aberdeenshire Council will not recognise it in the Concessions Scheme. The charges are not “set in stone” due to the flexibility of the service but to date we have charged between 50p and £1.50 per return trip to “local” doctors/ podiatrists appointments and £5.00 for return trips to Aberdeen (ARI) etc. We are aware that some people may have financial problems; these situations are dealt with sensitively by our drivers and admin. staff.

We are working closely with the Scottish Ambulance Non Emergency Patient Transport service and local health and care providers, including Social Work and Mental Health to ensure we offer the most efficient and effective service that we can. However, although the minibus is working constantly and our driver often works over his allotted weekly hours, we are aware that we are still only touching the tip of the iceberg with this service, and we continue to have to say “no” to customers who desperately need our help because we are already fully booked.

We are therefore looking at adding to the minibus service with a volunteer car transport project but at present we have no funding for this.

Another service that we introduced during 2003, in partnership with of Central Buchan Learning and Development, is the provision of evening transport into and around Mintlaw.

This minibus runs from local villages into Mintlaw collecting young people from rural areas and bringing them to the youth facilities at Comm. Ed. They arrive at approximately 7pm and are transported home at approximately 9pm. Community Learning have successfully applied a one year continuation of the grant which allows us to employ a Youth Passenger Assistant for this service; she fulfils a passenger assistant role on the minibus and also works with the young people inside the youth clubs.

This service is still in the development stage and the minibus only runs 2 evenings per week at present.

During the two hour period of downtime while the young people are in the youth club we have adapted the run to include a 3 evening a week Patient Transport Run from Peterhead to Mintlaw for the local Dialysis Unit since the Scottish Ambulance service cannot provide cover in this area at present.

We also use the bus another evening to take people to the local library since there seems to be a need for transport in this area. This provision began on a one day a week trial basis in March 2003 and has so far proved moderately successful.

During 2004 we worked with Aberdeenshire Council’s Public Transport Unit to help develop a door to door demand responsive transport service in and around the environs of Fraserburgh and Peterhead.

In September 2004 we signed a service level agreement with the Council to provide a 5 day per week accessible minibus service, collecting people who cannot access public transport for a variety of reasons, from their homes in rural areas and in the towns themselves and taking them into both Peterhead and Fraserburgh to shop, for medical appointments, or for social reasons.

The A2B dialabus services use Aberdeenshire Council Education minibuses during their downtime, thus maximising utilisation of vehicles.
This is a two year pilot programme and so far it is going very well with approximately 113 members signed up to the schemes in Buchan.

Our latest venture is into a completely new area, however we feel that it is a natural extension of and complements the transport services we provide.
Early in 2004 we had been asked by Aberdeenshire Council to explore the viability of re-opening the Shopmobility Unit, which had been closed for over 2 years.

We produced a feasibility study which suggested a 1 year pilot in order to assess the real needs.

In December 2004, after signing a service level agreement with Aberdeenshire Council’s Social Work and Housing Department, we launched the revamped Shopmobility project. It is entirely staffed by volunteers and is open between 10.00 am and 13.00 pm Monday to Saturday inclusive.

As of December 2004 we have 4 full time drivers, a part time Youth Passenger Assistant a full time service co-ordinator and two part time administration assistants as well as a large group of volunteers who make up the community use drivers, passenger assistants, fundraisers and management committee etc.

Training is one of our most important responsibilities and we pride ourselves in offering as much training to the volunteers and staff as we can. As members of the Community Transport Association we follow and deliver their nationally accredited training programmes.

We have our own Minibus Emergency Evacuation and MiDAS Driver Assessor Trainer and everyone who drives a bus for us in any capacity must first sit the MiDAS test.

ORGANISATIONAL AIMS

MISSION STATEMENT
“To offer a local community transport alternative for those people who are elderly, disabled rurally or socially excluded in the Buchan area”

VALUES

EQUALITY
All people, no matter their stage in life, will be treated with respect and without prejudice

HONESTY
We will be honest in all our dealings with users of the service, sponsors, suppliers, the community and individuals

COURAGE
We will have the courage to never compromise our integrity and to walk away when our beliefs and ethics are threatened

 

BUSINESS AIMS

1. CONTINUE TO OPERATE A DIAL-A-BUS SERVICE 5 DAYS PER WEEK
The continuation of a 5 day week Dial-a-Bus service and community use service is one of our main aims. To enable us to do this we must have funding to continue to employ our staff and invest in our service delivery locally.

2. IMPROVE AND ENHANCE THE ALTERNATIVE PATIENT TRANSPORT SYSTEM
In partnership with the local health agencies we continue to offer transport for patients requiring medical services in the absence of statutory or public transport provision.

3. PROVIDE A COMMUNITY GROUP USE (TRANSPORT USE)
In partnership with our volunteer drivers and Community Education we will continue to provide a 7day per week community use service for those individuals and community groups that need access to affordable accessible transport.

4. RECRUIT AND TRAIN MORE VOLUNTEERS AND WHEN NECESSARY STAFF
We anticipate our client list across all projects growing.
As the projects increase we are going to need more help from volunteers. We may also need to increase staffing levels.
We offer custom made and in-house training for all volunteers and staff.

STAKEHOLDERS

The ability of an organisation to satisfy the needs of its customers is regulated by the environment in which it operates.

Stakeholders are all those who have an interest in the organisation some who are directly or indirectly affected by the action taken by the organisation.

This can include stakeholders who may not have a direct influence but whose actions can impact on us – for example the government can have an impact on relation to economic decisions and legislative changes.

It is necessary to consider the range of stakeholders and prioritise them in relation to our organisational objectives - we have defined these as core, secondary and support stakeholders.

Core Stakeholders; Users, Volunteers, Staff, Potential Users

Secondary Stakeholders; Regulatory Bodies, Partnerships, Support Organisations, Funders.

Support Stakeholders; Suppliers

Core Stakeholders

As the service covers rural outlying areas in Buchan, it allows those who are elderly or disabled the opportunity to shop, visit friends, or attend appointments whether it be with the hospital, doctor, optician, or some other professional person.

The desperate need for this service can be seen from the support it receives from our elderly or disabled customers, most of them would be house bound if they did not have the use of this service, because of their rural location.

Another vital link is the volunteers, who give so much of their time to support the service. and the dedicated staff who work tirelessly to ensure the smooth running of the service, and support the volunteers, giving the best attention to the regular customers while always looking out for potential users.

Secondary Stakeholders

Secondary support comes from national organisations in the form of regulatory bodies which include Investors in People, and the Scottish Executive.

Support also comes from lots of groups in and around the Buchan area. Partnerships supporters include Buchan Development Partnership, Mental Health, Community Groups, Social Work, Health Board, Cornerstone Community Care, Ambulance Service, Community Learning Development, and the Public Transport Service.

Dial-a-Bus also enjoys support from various Support Groups which include Community Transport Association, Accountant, and Aberdeenshire Council (Buchan Area Manager and Fleet Services)

Support Stakeholders

There is a good healthy relationship between Dial-a-Bus the local suppliers of fuel the garages, local hotels, local shops and local banking facilities

CHAPTER 1

BUSINESS ACTIVITY 1

1. CONTINUE TO OPERATE A DIAL-A-BUS SERVICE 5 DAYS PER WEEK
The continuation of a 5 day week Dial-a-Bus service and community use service is one of our main aims. To enable us to do this we must have funding to continue to employ our staff and invest in our service delivery locally.

STAKEHOLDER FEEDBACK

The co-ordinator along with an administrator went along to Forbes Court in New Pitsligo to meet the residents those who use the Dial-a-Community Bus service regularly, those who were not so regular users and some who had never used the service. We arrived at 1.30 and 10 residents turned up for the meeting, it was made clear by the warden that residents living in New Pitsligo had been asked to come along for the meeting but sadly none had arrived. There were apologies for those who were unable to attend because they were either unwell, or had to attend something.

The meeting started by introducing themselves to those present, and then asked them if they had all heard of or used Dial-a-Community Bus.

First question asked;
If the timetable or the day (Tues) Dial-a-Community Bus takes them on their shopping trips, was acceptable, there was little response, however after prompting by it was agreed by most bus users that the trip to Turriff was a great day out.

There was suggestions that the shopping trips were sometimes a bit long, and that some individuals would use the service on short shopping trips if they were available it was pointed out the service could operate differently in the summer months, but was restricted in winter, because of shorter hours of daylight/weather etc

What do you as individuals think is bad about Dial-a-Bus?
There was a slow response allowing the warden a chance to express that the room on the bus on return shopping trips was a problem.

It was suggested that racks or some other means of storing shopping should be addressed, it was then asked if more space was available would this encourage individuals to use the service more?

At this point individuals said they were unable to go on shopping trips on their own therefore asked friends to come along with them, this meant that a bigger bus was needed, it was explained that D-A-B supplied an escort, this was something that residents or the warden was not aware of.

Other Trips
If there were to be any pilot schemes set up in the near future for example trips to the library or visiting friends, would this be an advantage? most individuals said that this type of needs were already in the village and within easy reach.

Any other comments;
This chance to compliment the driver was appreciated by the residents who informed us that it would be almost impossible to get a better driver, to attend all their needs.

Of those present there were 6 regular users and 4 non users of the service

We thanked all those who took the time to attend the meeting and that their valuable time was very much appreciated.

STAKEHOLDER FEEDBACK

The co-ordinator along with an administrator went along to Burnside Court in Mintlaw to meet the residents, those who use the Dial-a-Community Bus service regularly, those who were not so regular users and some who had never used the service.

We arrived at 11.00 am, 9 residents turned up for the meeting, there were apologies for those who were unable to attend because they were either unwell, or had to attend something elsewhere.

The meeting started by introducing themselves to those present, then asked them if they had all heard of Dial-a-Community Bus, everyone present had either used or heard of the service.

What do you like about Dial-a-Bus?
All those present was delighted with the door to door service, and the convenience of it, also the extra service provided by driver, comments were made that without him or an escort, things, when on their outings might not run so smooth.

Everyone also said they were delighted with where the trips took them, expressing concern that they would be unable to make the trips or visit friends, if not for the Dial-a-Bus service

What do you as individuals think is bad about Dial-a-Bus?
The timetables were adequate, and, all present were happier with a 9.30am start, they were all happy with how the cancellation system was implemented.

There was annoyance, however, when they sometimes could not get on the bus when they wanted, it was said that some get on all the time when others don’t, but it was also understood that because of high numbers the bus could only cater for a certain amount of passengers on the day.

A question as to whether the one run per week per person rule was still being applied, the problem with this seemed to be if a client had been visiting a friend on the Monday they would not be eligible to go a shopping trip on Thursday, this meant that they had to depend on someone else to take them shopping.

Again they were prompted for bad points, and members who did not use the service, were asked why?, the answer was that they were happy as they were and had plenty of activities without going on shopping trips, but were more than happy to support Dial-a-Bus by attending a keep-fit class and giving money collected to Dial-a-Bus.

Length of trips?
Most present agreed with the length of the trips, however it was pointed out that a lot of time was wasted by travelling to different places which were a bit apart, to pick up other individuals who were travelling, but everyone was happy enough with the flexibility of the service, as to where they were to be taken on the trips.

One of the residents who was unable to go on trips through the day wanted to know if evening shopping would be considered (one individual did mention that Asda was open 24 hrs).

With regard to evening shopping, maybe some time in the near future a pilot scheme might be set up, with shorter trips being targeted, for example; going to the library, visiting friends, etc, however, daytime short trips would take preference. Extra trips day trips to Tesco in Fraserburgh or Asda did appeal to those present.

People who want to travel on the bus can either phone the office or give their name to the driver when leaving the bus the service is first come first served basis, with names taken in the event of any cancellations

Future Planning
People were also asked their views about the future in relation to the re-establishment of the Shopmobility scheme and their views on what changes they would like to see made to the interior of any new vehicles purchased

Shopmobility
The only advantage they felt would be, that there would be more space for the BAGS on the bus as there was no need for wheelchair space.

If and when there was a new bus what would you like to see changed about the bus?

More room between the seats, as there was always plenty room when going away, but a lot less coming back, due to the shopping that had been bought, (at this point a trailer was mentioned), however, the mention of racks soon dispelled that idea.

When asked if brighter seats or florescent strips would be an advantage to those who were visually impaired, it was thought it would be a benefit; however it was made clear by individuals that the help provided by escorts and drivers was most significant.

Other comments?
Everyone present really appreciated the service Dial-a-Bus provided also the driver who considered all their needs as best he could, and agreed they would be lost without his help, time, and patience.

9 Residents attended the meeting only 2 did not use the service but look to be doing so at some point in the future

Thanks were given to all those who took the time to attend the meeting, and their valuable time was very much appreciated

STAKEHOLDER FEEDBACK

After talking on the phone to the warden at Jamie Nicol Court Strichen to arrange a meeting with customers or potential customers for Community Dial-a-Bus. The administrator went along on the date pencilled in to meet her. However when the administrator arrived, there were 10 residents sitting waiting for the arrival, and ready for the actual meeting, the one the administrator supposedly had gone along there to arrange. This unfortunately left the administrator in a flap, and with no more ado but to act as though this was supposed to be the agenda.

After an introduction and thanking them for attending, the warden gave apologies for those who were unable to be there. The administrator made excuses for Dial-a-Bus members not being able to attend, (how could they, they didn’t even know).

The administrator asked if all those present had heard of Dial-a-Community Bus, all present had heard of or used the service.

What do you like about Dial-a-Bus?
It was slow at first then a minority agreed that they could not wish for a better service, the driver was excellent, and with regard to where and when the bus went they were more than happy to go with the flow

What do you as individuals think is bad about Dial-a-Bus?
Again the response was slow, however it was apparent from some that the lack of space on the bus when returning from shopping trips was a problem, it was suggested that maybe plastic boxes might be used this might at least stop the messages from being squashed.

Another problem highlighted was the booking system, there were complaints that because of the regular’s booking trips, some who might occasionally want to go on a trip, found the bus already booked, so gave up.

Another problem put forward by the majority at the meeting was that they were unsure of how the scheme worked, who was eligible to go on the bus, did they have to pay, did they need to be registered with the service, if so how could they do this, the warden asked if individuals with diabetes could use the service, and mentioned that some residents had made remarks they would like to travel with Dial-a-Bus.

Length of trips?
Most present agreed that the length of the trips were acceptable, and they were happy with the flexibility of the service.

With regard to evening shopping, and the incentive of a pilot scheme which might be set up in the near future with shorter trips being targeted, for example; going to the library, visiting friends etc, however daytime short trips would take preference At this point it was questioned as to whether a bus could be made available to help individuals visit friends in hospital, it was noted that this could be an opportunity if this was possible.

Future Planning
People were also asked their views about the future in relation to the re-establishment of the Shopmobility scheme and their views on what changes they would like to see made to the interior of any new vehicles purchased

Shopmobility
This subject did not raise a lot of interest with the participants and there was little or no input into the subject, even after being mentioned a few times.

New Buses
When asked if and when there was a new bus are there any improvements or alterations that they would like to see implemented, things like fluorescent stripes inside the bus or brightly coloured seats etc, again this proved to be of little interest to those present

Any other comments?
It was asked if more information could be made available, as more individuals would be delighted to use the service if they were eligible or had more information on how the service operated

Of those present 4 were regular users and 2 sometimes used the service, there were 4 non users

Thanks was given to all those who took the time to attend the meeting, their valuable time was very much appreciated

SHOPPING SERVICE

The questionnaire was aimed at discovering how well the shopping service was performing against our expectations

We wanted to know whether people were happy using the service, whether they were being given enough choices e.g. destinations, times, etc.
We also wanted to know whether we were helping reduce social isolation i.e. if clients would have travelled if the service provided was not available

Most of the questions were answered satisfactorily and we discovered that we

1. We are reducing social isolation. Check “Comments about the service”
2. A large majority of the respondents would not have been able to make trips, or in fact go out at all if not for the service
3. The selection of staff and training works well and the service driver was seen as very special i.e. “Every member of staff is very helpful and happy making the customers at ease and relaxed.

Our questionnaire and feedback from our customers was backed up by a questionnaire sent out to people who were in direct contact with our customers this was to ensure that our customers due to the Dial-a-Bus service were in fact living a better and more fulfilled life style, as can be seen in the evaluation.

DIAL-A-BUS

To ensure that Dial-a-Bus and staff members were performing at their best, questionnaires were sent to all customers, the yes no questions are set out below, comments made are also shown.

There were 150 questionnaires sent with 47 being returned

Questions

1 Are you happy with the day chosen for your area?

2 Is the collection time reasonable or would a later time suit your needs?

3 Are the shopping centres chosen suitable for your requirements?

Long enough Too short

4 Is the time allocated in the shopping centre?

Long enough Too long

5 Is the time taken to complete trips?

6 Any other shopping areas you would like included in the list?

7 Are you happy with the booking service?

Questions on staff

8 Was the coordinator/admin asst?

9 Does the driver drive satisfactorily?

10 Would you have been able to make this trip if the service was not available?

Feedback on service

• “I feel this service is invaluable, and everyone involved is so helpful and caring, as I am partly disabled, but I am now able to keep my own independence Thanks to Dial-a-Bus I have company and fun”

• “For me it is brilliant I cannot manage a service bus as I have difficulty stepping on and off”

• “Please accept donation towards Dial-a-Bus as we don’t often use it, but might be glad to in the future”

• “I enjoy travelling to several different shopping centres and towns as each one have its own interests to offer. The change of routes every week is enjoyable”

• “I am very happy with the service and look forward to going out with the other passengers and getting my shopping done and having a change of supermarket”

• “Dial-a-Bus is the best thing to have happened in this area for a long time. Everyone is so helpful and pleasant. Particularly the driver who is superb!!

• “I do not have access to transport for my weekly shopping. I depend on the Dial-a Bus and Bill is so helpful he has the patience of a saint
• More trips to Tesco Fraserbrgh and Asda Dyce. These trips are popular so are booked well in advance and some miss out”

• “I look forward to my day out it has helped me to go shopping with my daughter (has severe learning difficulties) who herself uses the bus, and extremely enjoys it.

She has learned how to socialise with people even her school has noticed a marked improvement, in fact has now become part of her schooling, as I try to take her out as much as possible when she’s off on school holidays, apart from this she’s learning to ask for her shopping, handling money etc. Everyone at Dial-a-Bus have been very good in understanding and she now recognises the driver if out with her school, she’s also learned to work a timetable, learn names of places. This is all the things everyone involved with our daughter ever dare hope for, for this we cannot thank the staff involved with Dial-a-Bus enough. From my own point, I have been given a new enjoyment of life, I can go shopping on my own which has given me confidence, I was over the moon when I got myself a cup of tea one day while shopping at Asda I did not have a powered chair at that point. This was the first time in 2 years so this allows you to see that your service that you provide does do a lot of good”

• “Your service at present suits us very well, we would be interested if you get a afternoon trip to the theatre for a show Ballet or Pantomime”

• “Possibly info about availability of service for transport to and fro hospitals”

• “Every member of staff is very helpful and happy making the customers at ease and relaxed. A trip to Fyvie Castle, Crathie Castle, Delgaty Castle would be nice”

• “This amenity is very much appreciated”

• “I am very glad I joined the Dial-a-Bus. I look forward to it coming right to my door and taking me to places such as Banff, Asda, Inverurie It’s a great service and deserves and gets from us great praise for making our lives especially us who live alone so much brighter. I wish all those who work so hard to keep it going a very big thankyou”

• “The service was first class”

• “Excellent Service”

• “A excellent service that enhances my life”

Shopping areas comments/recommended;
People made the following comments with Inverurie, Turriff, and Huntly being the top three priorities identified
Keith, Turriff, Stonehaven,
Huntly (Somerfield), Banchory (Somerfield), Inverurie (Tesco), Fochabers (Garden Centre), Aberdeen (St Nicholas Centre)
Ellon (no easy access to toilet).
Suitable for wheelchair users would be helpful

Comments sent from customers and their friends

CUSTOMER
“Dial-a-Bus has made a big difference to my life the driver has been a great help with my shopping Thank you”

Friend’s comments
“ Since coming to day care there had been an enormous improvement to him thanks to Dial-a-Bus. Socially and for mobility, he appreciates the service very much and would not get out without it”

“ Yes Dial-a-Bus has made all the difference to *** he could not get about to day care and shopping with out it and the help of their driver”

CUSTOMER
“It is incredible how going on the Dial-a-Bus has given me a much improved quality of life and everyone involved is so caring and thoughtful in every way. This service is invaluable for the elderly and disabled people like me”

Friend’s comments
“As the daughter of one of your customers I cannot thank you enough for the wonderful service which you provide. Knowing that my mother is taken for her shopping on a regular basis by such helpful and caring drivers is very reassuring. Socially these outings are extremely beneficial to her and guarantees her regular contact with the many friends she has made using Dial-a-Bus. This service is definitely maintaining her independence and self esteem and contributes greatly towards her continuing to live on her own”

“This ladies life has changed tremendously since starting Dial-a-Bus. She looks forward to her weekly shopping trip because of the enjoyment she gets in meeting old and new friends in the bus as well as getting her shopping, which she would be unable to do herself”

CUSTOMER
“It makes a great difference to me as with the wheelchair I was housebound. Now I can get out once a week for shopping. It is also helpful for an occasional visit to and from hospital, you meet people, it gives one an interest in life as I was getting very depressed. My gratitude to the whole team who make it possible. The most important part is that my husband and I can go together”

CUSTOMER
“Yes we depend on the bus to give us one day a week to get out together to different locations. Also when my wife was in hospital if the bus had a run to Aberdeen with a patient I occasionally got a run in, which meant I had a longer visit. In the service bus it took seven hours and three buses for half an hour visit, so I cannot praise the service provided enough, by the Dial-a-Bus and all the staff”

CUSTOMER
“Dial-a-Bus has made such a vast difference in my own life, and what is written here can’t begin to cover what I have as a person felt or experienced”

Friend’s comments
“I would agree totally. Without Dial-a-Bus my friend would lose most of her independence and confidence”
“Dial-a-Bus means my friend gets out with her electric chair which gives her great independence. I agree using Dial-a-Bus is very good for my friends well being”

CUSTOMER
“Without Dial-a-Bus our daughter who has learning difficulties would still have a problem with meeting people and handling money. Her confidences and trust has increased, she also managed to remember dates and places. We as a family would personally have a tremendous lot to thank all who are connected with Dial-a-Bus and hope it grows in strength because there is a need”

Friend’s comments
“Totally agree *** has grown in confidence so much due to being able to go to the shops and different areas. Without Dial-a-Bus this would not be possible”

“I agree that Dial-a-Bus means my friend gets out more. She meets more people and this is very good for her health”

CHAPTER 2

BUSINESS ACTIVITY 2

2. IMPROVE AND ENHANCE THE ALTERNATIVE PATIENT TRANSPORT SYSTEM
In partnership with the local health agencies we continue to offer transport for patients requiring medical services in the absence of statutory or public transport provision

ALTERNATIVE TRANSPORT SERVICE

Dial-a-Community Bus has gradually built up an excellent relationship with local professional organisations, always trying to accommodate customer needs that will suit their appointment times.

A lot has been learned from the feed back and comments made, therefore this relationship should continue to grow stronger over the coming years.
It was important to learn that some people felt Dial-a-Bus was not well enough advertised, therefore more leaflets and posters were produced and sent to many different locations in the rural areas, visits to the local sheltered housing was a very worthwhile exercise with many different views being put forward from customers and potential customers.
The organisation also learned from the audit that staff training and selection procedures within their office do work well

From comments made on Q1 with regard to a customer “not knowing until recently it was for general public use” we reconsidered how effective our advertising was.

This has been addressed with more general information being made available in the form of leaflets and posters

Comment on “I feel living in Inverallochy prohibits this” was noted and used in the research for Aberdeenshire Council’s Demand Response Transport project this means that the area is now being covered 1 day a week by the DRT bus

Our questionnaire and feedback from our customers was backed up by a questionnaire sent out to people who were in direct contact with our customers. This was to ensure that our customers are in fact living a better and more fulfilled life, due to the Alternative Patient Service as can be seen in the evaluation.

The number of patients who have relied on the service over the past year has risen by 64% showing just how important our Alternative Patient Transport is to those people who live in rural communities

APT CUSTOMERS

To ensure that Dial-a-Bus and staff members were performing at their best, questionnaires were sent to all APT customers, the yes no questions are set out below, comments made are also shown.

Questions
1 Are you a regular user of this service?
2 Did you enjoy using the service?
3 Would you use our service again?

Questions on staff
4 Is the coordinator/Admin asst. Pleasant Helpful Neither
5 Does the driver drive satisfactorily with concern for your safety and comfort?
6 If we provided an escort, did this person meet your expectation?

Comments question 1
• “My son’s car is usually available for the family requirements”
• “Unable to be away for the length of time involved in the shopping trips”
• “I don’t like to abuse such help”
• “I did not know until recently it was for general public use”
• “I feel living in Inverallochy prohibits this”
• “Only used it after operation until I was able to drive again”
• “I am not sure about the circumstances which I am entitled for use of this service”
• “Only use to hospital when I am unable to drive myself”
• “Hospital appointments only”
• “Started recently”
• “Don’t go out”

Comments question 4
• “Far too respectful and makes me envy the pleasure they have in doing such a great job”
• “Concern for my welfare, health a propriety to those concerned also comfort and safety”
• “I wish I had known about the service long ago, as I am stuck for transport all the time”

Questions 2,3,5,and 6 had no additional comments
• 65 questionnaires were sent
• 35 were returned

Comments sent from customers and their friends

CUSTOMER
“It is a big difference, between going to hospital visiting or staying at home, as I am not able for 3 buses there and 3 buses back. And no Dial-a-Bus NO VISITING MY HUSBAND
Friend’s comments
“When tired or not feeling very well, Dial-a-Bus provides an excellent service and puts so much less stress and strain on her. It frees up time for more basic tasks, has given her a new outlook on life as having this service cheers her up”

“Dial-a-Bus is excellent for elderly people to get about”

CUSTOMER
“I don’t have to leave home so early for my treatment at Peterhead Cottage Hospital. I have more time at home with my wife. Without Dial-a-Bus life would be very hard as we gave up our car when I was 78 and felt I no longer was safe to drive”

Friend’s comments
“when he was getting treatment in Aberdeen was sometimes away before 2pm but sometimes not back home before 2 in the morning. My friend looks so much fitter and healthy since Dial-a-Bus has been used to transport him for his treatment plus he tells me all the drivers are friendly and helpful”

“Enables him to have his dialysis which he requires three times a week in Peterhead instead of Aberdeen. He comes in at a pre arranged time and his transport is there when he needs to go home, which is a great improvement as there is no provision at Peterhead Hospital for transport. Now treatment only takes up half a day instead of a whole day”

CHAPTER 3

BUSINESS ACTIVITY 3

3. PROVIDE A COMMUNITY GROUP USE (TRANSPORT USE)
In partnership with our volunteer drivers and Community Education we will continue to provide a seven day per week community use service for those individuals and community groups that need access to affordable accessible transport

COMMUNITY USE SERVICE

Customers who used the bus were certainly happy and all their requirements were met, however there were many customers who were disappointed after finding out the bus had already been booked this meant making other arrangements which in some cases are not always possible therefore their trip or day out would be cancelled.

To make those who are eligible to use the service more aware of how it actually operates, advertising has been improved, paper work has been simplified, flyers and posters have been sent to local community centres, libraries, social work departments and surgeries.

The co-ordinator is out and about more talking to local community groups, residential homes and pensioners groups.

Quarterly articles are printed in the local community bulletin, with yearly reports going to local community councils

However we are constrained by having only 1 bus for day to day work and there is little we can do about this. Out of school care (Oscars) has priority over al other Community users during the school term, however they only nbeed the bus for 1 hour pr day from 2.30pm until 3.30pm

We have taken comments on board and try and fit all community users in by using all three buses when possible e.g. if Dial-a-Bus shopping service is local then customers are taken home a little earlier, Dial-a-Bus is then used for our out of school use (Oscars) and the community bus (normally used for Oscars) can be used for another group.

COMMUNITY USERS

Questionnaires were sent to 46 community users and 32 were returned, it is clearly seen that all users are happy to use the bus and how the service has certainly met their requirements

Questions
1 Did the mini bus arrive at the agreed time?
2 Was the mini bus clean and tidy, and in good condition?
3 Did the service meet your needs and perform the service required?
4 Have you tried to book, but the bus has been already booked?
5 Are charges for travel affordable?
6 Have you been given enough information about the service?

Comments
Half the customers found the service already booked, see comments below
• “Had to rally round parents to deliver cadets to appropriate place”
• “Had to rearrange outing”
• “Trip could not go ahead”
• “Had to arrange expensive taxi”
• “Postponed”
• “Arranged another day”
• “Change date of activity (we rely on Dial-a-Bus to transport our pupils on educational/social outings)”
• From the returned questionnaire’s some user think that there is not enough information about the service
• “I found understanding the 3 types of service you provide a bit confusing and felt literature might be improved”
• “Could be more (advertised) throughout social network, organisations”
• “Could be advertised more”
• “No especially for voluntary groups”
• “Perhaps send leaflets home via school pupils or insert advert in school newsletter”
• “Advertise in the GP’s surgeries”
• “Flyers sent to local groups, playgroups and nurseries”

 

CHAPTER 4

BUSINESS ACTIVITY 4

4. RECRUIT AND TRAIN MORE VOLUNTEERS AND WHEN NECESSARY STAFF
We anticipate our client list across all projects growing

As the projects increase we are going to need more help from volunteers.

We may also need to increase staffing levels

We offer custom made and in-house training for all volunteers and staff.

VOLUNTEER DRIVERS

Questionnaires were sent out the twelve volunteer drivers 12 were sent back.

On the chart it can be seen that all drivers except for 1 are willing to drive more hours with the present average hours of driving being 5.

All drivers are happy with the scheme and believe sufficient training is being given.

None have difficulty with the log sheet, and all carry out regular checks on the bus before every trip

Most drivers are available at nights and at weekends

All agreed that the staff of Dial-a-Community Bus give them all the support they need

It was also discovered that most are happy with the service and levels of training offered

Questions

1 What is the average time you drive per month
2 Would you be prepared to drive more?
3 Do you drive for any other group?
4 Do you think sufficient training is made available?
5 Are you happy with how the scheme is being run?
6 Do you carry out regular checks of the bus you drive?
7 Do you find log sheet complicated to complete?

PASSENGER ESCORTS (Volunteers)

All escorts were prepared to put in more hours apart from 1 who was already doing an average of 20 hours plus per month

Two escorts have not yet finished their escort training, so reported they have not had sufficient training.

All escorts are happy with the support they receive from office staff and how the scheme is being run.

As more and more people become aware of the service, it is possible that our volunteers will be needed to put in extra hours in order to keep up with increasing demand however at the moment we see no reason for any changes to be put in place

Questions

1 What is the average time you volunteer per month?
2 Would you be prepared to do more hours?
3 Do you think sufficient training is made available?
4 Are you happy with the support received from staff?
5 Are you happy with how the scheme is being run?

Comments;
Fluorescent jackets available for emergency whenever, but more so in winter time. (jackets have since been supplied)

Summer BBQ with the coordinator supplying drinks by the pool (this request has been denied at this point). However a volunteer evening was held in 2004, there was a volunteer and customer Christmas party 2004, and a volunteer training day has been organized for June 2005.

CHAPTER 5

STAFF

Questionnaires were sent out to the staff of Dial-a-Bus, a total of eight, four drivers, two administrators, and the coordinator.

From the eight questionnaires sent seven were returned, recorded below are the questions and the response

What part of your job gives you the most satisfaction?
“The pleasure and thanks from passengers who use the service”
“All of it, meeting people, starting new projects, someone who has stared working for us, build and learn their skill levels, watching their confidence grow is a wonderful thing”
“When appointments go smooth”
“Seeing clients derive pleasure from their outings an Dial-a-Bus”
“Seeing the people on the bus and how much they enjoy the service and the company”
“Learning all the skills”

What part of your job gives you least satisfaction?
“None”
“When appointments go wrong”
“Paperwork”
“Being told at the last minute that the DRT bus will not be available to use”

Any suggestions on how this might be improved?
“Better communication between Education and DRT service”
“No”
“By the office staff stopping using these stupid sticky yellow notes”
“Time”

What do you feel you or the organisation could do to help improve customer service?
“By regular visits to sheltered housing, or health organisations”
“Not a lot every one I have met loves the service”
“Listen to customers on the bus”
“Have the bus available for longer periods”
“Customer service is the start and finish of everyone’s job and we should always put clients and volunteers needs first.”

Do you feel our communication with local professionals is good? (surgeries, hospitals)
“Yes”
“I think so. The only problem I see is that some times the professionals forget that we are an independent CT charity and not part of their statutory transport services.”
“Very good, always willing to help by changing appointments to suit”

Have you any ideas how these communications and advertising of the service could be enhanced?
“Making more use of the local press”
“Ensure the Social Work Department are fully aware of the range of services we provide”
“By updating our posters and redistribute them around the area”

How could staff communication be improved?
“More talking, less written memo’s”
“Communication is good”

Are you happy with the training and how it is delivered?
“Yes”

Are you happy with the level of communication with the management committee?
“Yes”
“Absolutely, the management committee and directors are always at the end of a phone or willing to come in to the office and talk. They are extremely supportive, especially in helping solve “hard” situations”

Is there enough time set aside for staff meetings allowing for individuals views to be aired?

Any other comments?
“Just that I am very very proud of our project and especially of the staff and volunteers working so hard to make it the success that it is. Without them, my job would be impossible and Dial-a-Community Bus would not be the success it is”

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