Taxi drivers knowledge test

What do you think of when you think of barriers?

Think of a person in a wheelchair:

• Do they have to remain in the wheelchair when travelling?
• If they want to travel in a normal seat, do they need assistance to get from the wheelchair into the vehicle?
• Is where you’ve parked suitable for them to get in or out of your vehicle, think about kerbs, steps and the pavement width?
• Is there anything you could or should be doing to improve the service they are receiving?

What about those with limited mobility but not in a wheelchair?

• Do they need assistance getting in and out of your vehicle?
• Would they be more comfortable travelling in the front seat or back?
• When dropping off, have you made the experience as easy as possible for them, are you as close to their intended destination as possible?

What barriers do the visually impaired or those with hearing loss face?

• Is the area well lit, and do the passengers know you are their driver?
• How will you communicate with someone who can’t hear you well?
• Are there obstacles between the passenger and your vehicle they may not see?
• Are they able to get in and out of the vehicle without assistance?
• Can they book your vehicle if they are hearing impaired and can’t use the phone, what about someone who struggles to see, or with dyslexia using an app?

Many of these barriers can be overcome by thinking ahead and communicating clearly.

Some passengers won’t want additional assistance, while others will. If you don’t ask your passenger, you won’t know their preference. If you think someone might benefit from extra support, don’t be afraid to ask: ‘Do you need any assistance with your journey?’ or ‘Can I help you at all?’

When arriving to a Wheelchair passenger, pull up in a suitable manner to enable easy loading of the wheelchair via the ramp or easy transition for the passenger to a seat in your vehicle. Always ask the passenger how they prefer to travel, don’t assume they always need to use their wheelchair. A third of all wheelchair users only need them when outside their home or travelling and may prefer to transfer to a vehicle seat. Never take control of a wheelchair and start pushing without being asked to do so.

If someone appears to be struggling to hear you, speak normally and clearly facing the person. Don’t shout or exaggerate your words. Many people with hearing loss are excellent lip readers and exaggerating your speech removes their ability to understand you. Carry a pen and paper and write down your question.

A visually impaired person may require you to guide them to your vehicle, they may not even be aware that you are their vehicle unless you introduce yourself. Remember to ask what a passenger needs before assuming. If guiding someone introduce yourself and talk directly to the person you’re guiding. Ask them how they’d prefer you to guide them. Tell them about kerbs and steps as you approach and say whether they go up or down. Don’t walk away from them without telling them you are leaving and remember, most people who are registered blind have some degree of vision. Don’t assume that they see nothing.

Someone with dementia, mental health conditions or learning disabilities may appear confused or unsure of a situation. Practical assistance and a friendly smile can make a huge difference to many people who find that travel makes them anxious, fearful or confused, including people with dementia. Things can seem different for people with dementia. Swirls in colourful patterns can look like snakes and dots can look like moving insects. A black patch on the floor could look like a gaping hole or a shiny patch could look like a big puddle. If you see someone looking confused, see if you can reassure them.