East Midlands Railway (EMR) has teamed up with a brain injury charity to create a travel support card that enables customers to let staff know quickly of their needs.

The card was developed in partnership with the Headway Derby charity in line with guidance from Communication Access UK, an initiative of charities and organisations that aims to improve the lives of people with communication difficulties.

The brain injury card is the latest in a growing series covering a variety of situations where a customer may need support.

Since East Midlands Railway launched the support cards, over 3,000 customers have requested one from the operator.

Customers can use the cards as a practical aid to communicate their needs more easily to staff, and enables the operator to respond quickly to provide the type of personalised support customers need.

The effects of a brain injury can vary, often affecting physical, emotional, cognitive, and behavioural abilities.

They are usually the result of an injury or illness and can take many forms, including traumatic brain injury, stroke, meningitis, and brain tumours.

With many effects being non-visible, brain injuries are often looked upon as a hidden disability; for many brain injury patients and their carers, their hidden nature can result in a lack of appropriate understanding and support.

The Headway Derby card reads “I have a brain injury, please be patient.”, with space on the reverse for the customer’s name and an emergency contact number.

Other cards are available, including for those with a stammer, speech impairment, and autism, as well as messages advising “Where are the toilets?”, “Please face me and speak clearly”, and “I have a disability, please be patient”.

Cards are available to order through East Midlands Railway’s website or Customer Service Centre, and details of how to get one are at https://www.eastmidlandsrailway.co.uk/form/talk-passenger-assistance-cards.

For customers who have difficulties with the cards, East Midlands Railway has a range of wristbands available for passengers with specific accessibility needs.

“Research from Headway – the brain injury association – shows that more than three-quarters of brain injury survivors struggle daily due to their hidden disability. We want to play our part to help and this card is a simple way for our staff to quickly understand that a customer with a hidden disability like a brain injury may require additional support while travelling with us. We would like to thank Headway Derby for approaching us and working with us to produce this important new card.”

Philippa Cresswell, Customer Experience Director at East Midlands Railway

“At Headway Derby, we know that even everyday tasks like using public transport can become incredibly challenging after a brain injury. The TALK CARD is a simple but powerful tool that gives survivors greater confidence and independence when travelling by rail. We’re proud to support this initiative with EMR, which shows real understanding and commitment to making rail travel more accessible and inclusive.”

Emma Morris, Chief Executive Officer at Headway Derby