Friday, 27 February 2009

Monday 23 February

One of the big disadvantages of sight-loss is that ordinary little things can become very complicated and things that sighted people take for granted become riddled with difficulties and pitfalls. It’s quite remarkable how some organisations and institutions can be very helpful and others less so, often based on ignorance and a failure to think about the needs of all the people who use their services.

Some examples:

I recently visited a different branch of Tesco from the one that I normally shop at - a branch in Regent Street, just a few metres from Piccadilly Circus - presumably therefore, one of their flagship stores. All went well until I tried to pay for my purchases with my debit card and came up against their chip and pin technology. Somebody had thoughtfully secured all the keypads to their metal holders so that they could not be removed, thus making it impossible for me to use, as in order to see the numbers that I am keying in I need to have my face really close to the keypad. In most places, these keypads are on a piece of curly cable so that you can remove them from the holder and use them; however, in this store not only were they secured to the holders, but the holders were incredibly badly positioned so that there were major obstructions in the way: at the checkout, every time I tried to get my head close to the holder and the keypad, I ended up banging myself against the Perspex screen separating customers from the till itself!

The manager had to be called and we traipsed round the store trying to find a chip and pin machine that I could use. Both devices at the customer service desk had been screwed to the counter; the first one was also inaccessible because of an ice cream freezer that had been thoughtfully (!) positioned there. The second was clutter free, but of course had I been a wheelchair user it would have been impossible to use. So the upshot of this is that with the help of the Equalities Commission, I shall be taking action against Tesco under the Disability Discrimination Act. It’s one of those little things that they could so easily fix and just do not think about.

Another instance was on a recent train journey from London Paddington to Weston Super Mare, in order to attend a conference on sight loss - of which more about at a later date. At Paddington, the assisted service for people with disabilities worked really well. After reporting in to the Service Centre at platform 1, I was soon escorted by a friendly and helpful member of staff, put on a buggy, and driven across the station - to the accompaniment of flashing lights and a beeping noise - to the platform from where my train was leaving. Furthermore, I was driven to the correct carriage and escorted to my pre-booked seat. And at the other end of the journey, station staff was there to greet me and help me to a waiting taxi.

The big problem on this journey was the quality of announcements – or lack of them! From London as far as Bristol, there were plenty of them; clear and informative, passengers were left in no doubt as to the stations they were approaching and where to get off. However, after Bristol there was a change of crew, and the announcements seemed to disappear. For several station stops I was left wondering whether it was soon time to get off. It was only by checking the time that I knew roughly when it was time to get off because of the timetable. So again, it was a case of alerting Great Western trains to this problem and making them realise how important those announcements were for customers to know where they were and where to get off!

Simple and small things yes - but easily fixed and major inconveniences when your life is impeded by sight loss!

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