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Station Plans for Accidents: improving customer care

Station Plans for Accidents: improving customer care

Update: 2020-09-23
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Description

In this podcast Sara Sherrard and Tom Moran talks about failings in customer care and the improvements implemented after Sara's mother suffered a fatal accident at Mill Hill Station.

Sara Sherrard's mother, Priscilla Tropp, died following a fall down a station staircase. Tom Moran is now the MD at Thameslink and Great Northern Railways. Sara describes her experience as she learned the details of her mother's accident, treatment and what happened around the Coroner's Inquest. Tom talks about his meeting with Sara, her concerns about the serious failings in process and communication, and the improvements that, between them, they have achieved since then.

01:15 About Tom Moran

02:30 About Sara Sherrard, her mother and the accident at Mill Hill Broadway Station.

05:18 What happened after the accident.

06:46 The Coroner's Inquest and inaccessible information at the station.

09:57 Sara's feelings at the reopened inquest, findings, recommendations, and inaction.

12:50 GTR's response to the Coroner's Regulation 28 report—and a frustrating visit to Mill Hill.

15:25 How Tom Moran learned about Sara's situation and their first meeting.

18:20 Implementing PAPI, and ongoing work with Sara.

21:30 Sara's work with the railway and her hopes for future improvements.

Resources mentioned in this episode:

The GTR PAPI aide-mèmoire: (PDF download) https://www.rssb.co.uk/-/media/Project/RSSB/RssbWebsite/Documents/Public/Public-content/Insight-and-News/Podcast/gtr-caring-for-our-customers-staff-aide-memoire.pdf

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Station Plans for Accidents: improving customer care

Station Plans for Accidents: improving customer care

RSSB