Protecting the passenger's dignity

Assisting someone with an impairment or a disability may involve helping them to move around. It is essential that you know about safe moving handling so you don't cause any injury, either to the person you are helping, or yourself. 

Many people who have taken part in research about dignity have said that they know when someone is not treating them with dignity and respect.

Some of the feelings expressed include feeling undervalued, patronized, not listened to, discriminated against, and unsafe. Simple steps can be followed to make sure you do everything you can to protect a person's dignity and make them feel valued and respected.

Your relationship with your passenger starts from the moment you pull up at the kerb, the individual will most likely need to be assisted from their house, to their destination.  This may involve, helping them out of the chair in their house, assisting them to your vehicle and into the place they are going to.

Smiling, being polite and listening to someone can make a lot of difference. A person should always be asked how they would like to be addressed, do not assume they want to be called by their first name.

People who need assistance may not be able to say things clearly or act quickly, which may slow you down, never show annoyance or impatience, or try to hurry them along, this would not be treating them with respect or protecting their dignity.

Avoid using expressions such as dear, honey or sweetheart they may find this patronizing, don't talk to them as if they are a young child as it is disrespectful.  Talk to everyone as an equal.

Remember that anyone who needs assistance likes to feel that they are in safe hands. 

The driver should always maintain the person's privacy and keep any information discussed by the person during the journey as confidential. 

It is important to be careful that you do not unwittingly take independence away from people. This can occur if you try and assist the person to your vehicle when, in fact, they may be able to walk unaided. It may just take a little longer. Offer to take their arm in order to support and guide them, but allow them time to act independently if they are able to do so, and don't be impatient. Remain in close proximity and offer assistance if it is needed. It is important to remember that you're dealing with a human being, and always treat them with dignity and respect.

In the words of Vivienne, who has a disability and regularly uses transport:

"I'd like the driver to consider that I am a person. I'd like him to respect my dignity, not make a grab at me to help me. Ask me how he can help, whether I need my arm held, whether I'd like even an arm on my shoulder, I need him to ask me what I want, not just go straight in and grab hold of me. That would be the worst thing."

When you are transporting more than one person, ensure not to isolate an individual, and treat everyone present with dignity. Whenever you're considering the dignity of your passengers, consider how you would like to be treated yourself.

If you are friendly, approachable and talk to your passenger, you will strike up a rapport and help them to feel comfortable and at ease.  They are more likely to accept your offer of assistance if they feel a connection with you.  If you think that assistance is needed ask "Could I help you?" or offer your arm, if you have established a rapport they will take it.

It is important to be there to provide assistance if it is needed, never take a persons hand or grab their arm, in offering an arm they have the choice to take it and accept your offer of assistance, it is important to get the balance right and not to force your help as this would not protect their independence and would not be treating them with the dignity and respect they deserve.