Passengers at Crewe station now have access to a new waiting room, specifically designed to offer those with hidden disabilities a safe and calm environment.
The Calm Corner is the first of its kind on the rail network. It features the use of grey and green colours in order to give a calming effect, a living wall and plants to complement the colour scheme, specially designed furniture for comfort and relaxation, a child's play table, LED rope lighting that can change brightness to suit all.
It also has screens with old images of Crewe station and town centre to help trigger memories for those suffering from dementia and has a rail point Totem offering helpful advice (EG train and station layout).
It was brought to life through the work of train operators at the station, Network Rail and advice from a number of partner charities.
The idea was first suggested by work experience student, Megan Hughes, who used her own experience of living with Aspergers Syndrome as inspiration for the project.
Passengers using the waiting room can have access to the same support and passenger information they would get elsewhere on the station. However, it will be with the addition of a special totem screen, offering helpful advice such as train times, onward travel information and station layout.
Through ongoing work with Alzheimer's Society, London Northwestern Railway is committed to improving the experience for passengers living with dementia, to help support independent living through the use of the rail network.
The train operator is now working on initiatives to improve staff training as well as implementing small changes at stations that will make a big difference to the experience for passengers.
The ‘memory corner' has been designed to help trigger memories for those who have used Crewe station for many years using a collection of historic photos of the station.
It is hoped this collection can grow, with contributions from passengers, families and other supporters.
The introduction of the Calm Corner is being supported by comprehensive staff training to make sure that passengers receive consistent service and assistance at the station.
This training will help staff identify passengers who may need help, to distinguish between different types of hidden disability as well as being able to respond and support those who may be struggling in the bustling station environment.
Other initiatives such as the JAM card (Just a Minute) for those living with communication barriers are also supporting this wider work to promote inclusivity for all passengers on the rail network.
What did the officials have to say?
Megan who was named above said:
“This new room is going to make a massive difference for people using the station,”
“I know from my own personal experience how daunting it can be when using public transport.”
“I was truly blown away to see it for the first time today. It is so much better than expected and I can't thank Virgin Trains enough and everyone who helped make this happen.”
Jon Harris, integrated transport and accessibility manager for London Northwestern Railway, said:
“As part of a year long partnership with Alzheimer's Society, we are committed to improving our provision for those living with dementia who use services across our network. The dedicated memory corner is a unique feature of The Calm Corner, which we hope will help to bring back memories for those who have travelled on the railway through Crewe for many years.
“The Calm Corner is an important addition to Crewe station, and working closely with our partners and other train operators is key to providing a positive experience for all passengers – no matter what accessibility challenges they face.”
Victoria Whitehouse, inclusion lead at Virgin Trains, said:
“We want to make travelling by train as easy as possible for everyone. The Calm Corner is somewhere where people can escape and will hopefully encourage those with neurodivergent illnesses to have the confidence to travel by train.”
Rory Kingdon, senior sponsor at Network Rail said:
“It's a priority for Network Rail and our rail industry partners to provide first-class service to our customers. Travelling through a busy railway station can be daunting for some passengers, but the new Calm Corner provides a calm and safe environment for people with hidden disabilities while they wait for their train. We are pleased to contribute to this worthy project that will transform the way passengers access rail travel at Crewe station.”
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