COMMUNITY TRANSPORT Individual Members Needs Survey Report Community Transport Services Needs Survey

Report on Individual Members Survey

Consultation, Research and Intelligence Team

May 2012

Page 1 of 21 | 1 | Contents

Response Rates (including by postcode) 3 - 4

Services used (shown by Provider) 5 – 10

Frequency of use in last year 10 - 11

Quality of service provided 11

Reasons for use 12

Meeting travel needs 13

Importance of aspects of service provided 14

Reasons for not using 15 - 16

Other community transport used 17

Booking (including comment received) 17 - 18

Complaints and Improvements 18 – 19

Interest in Future participation 20

Equality analysis 21

Appendices A What other local travel needs do you have B Unable to use the service because of my impairment' ~ details C Reasons if ‘Difficult’ or ‘Very Difficult’ to book a journey D Specific locations that respondents most frequently use CT to travel to E Specific location in neighbouring authorities that respondents would regularly like to use CT to travel to F Other improvements respondents would like to see G Postcode Analysis of Community Transport Service Provider Membership at May 2012

Page 2 of 21 | 2 | Community Transport Individual Members Survey

Note: Missing values are excluded from all tables

Response Rate

Questionnaire issued to the membership of the organisations listed below (Total=14,200). 2,322 questionnaires were returned giving response rate of 16.4%.

Table 1. Response by Organisation

Organisation Membership Number Response Returned

Bristol Community Transport 274 266 97.1 (BCT) Dial a Ride (BDAR) 12542 1368 10.9

Mede Sprint 447 214 47.9

Catt Bus (HWCP) 478 345 72.2

Lawrence Weston Community 156 91 58.3 Transport (LWCT) St Philips Taxi Sharing 303 62 20.5 Scheme

• Very high response for BCT • High response for HWCP • Approx 1in 2 response for Mede and LWCT • Low response for St Philips Taxi sharing scheme • Very low response for BDAR

Issue of questionnaires coincided with a full review of Bristol Dial A ride Membership. The first for over 5 years. This review is still ongoing and therefore the total number of BDAR members may decrease significantly as the membership total is confirmed over the next few months.

Page 3 of 21 | 3 | Response by Ward

Community Individuals Members Survey

ory 13 to 42 43 to 71 72 to 101 102 to 130 131 to 161

Number of records in each ward

Filw ood Hartclif f e Bishopsw orth Whitchurch Park Westbury-on- Kingsw eston Know le Stockw ood Bedminster West Hillfields Horf ield Law rence Hill Southville Eastville Easton Bishopston St George East Redland Windmill Hill Clifton Cabot Cotham Clifton East

0 50 100 150 200

Page 4 of 21 | 4 | Services Used

Table 2. Type of community transport services used

CT Service Used Percentage of number total BCT 266 11.5 BDAR 1368 58.9 Mede Sprint 214 9.2 CATT 345 14.9 LWCT 91 3.9 St Philips Taxi 62 2.7 Sharing Use other CT 71 3.1 services • Highest use for BDAR • Relatively low use for other services

Table 2a. Responses to use ‘Other Community Transport Services

Note: This list excludes all references to other non 'community transport' alternatives (eg Taxis, family and friends, commercial bus services etc) 7. Mini coach to Lockleaze Day 1. Occasionally a volunteer driver Centre for hospital appts. Volunteer 8. Arranged by Dr's surgery service GP surgery Falleden 9. Ambulance service. Way. 10. Ambulance service. 2. Barton Hill Settlement shopping 11. Fallodan Doctors Surgery, W-o- bus. T - volunteer service. 3. Hospital transport 12. Transport to BAWA Pensioners 4. Hospital. Bus shuttle Club fortnightly. Every other 5. volunteers service Tuesday from to 6. Hospital transport, or Southmead Road. Stockwood Volunteer Transport. 13. Kingswood Community Transport

Further services used by respondents who omitted to tick the 'use other CT services on the questionnaire: 6. I live in a very shelter housing 1. Abbeyfield own bus association they have a small 2. Crossroads care mini coach sharing between 3 3. Disabled transport service other homes so if your lucky I based in sometimes use it. 4. Disabled Travel service 7. Keynsham Dial-a-Ride 5. DTS 8. Salvation Army transport

Page 5 of 21 | 5 | Service Used by Postcode of Respondent

Number of records in each ward

Hartcliffe Use Bristol Communit Transport Whitchurch Park Filw ood Bishopsw orth Westbury-on-Trym Stockw ood Know le Frome Vale Southmead Avonmouth St George West Southville Kingsw eston Hengrove Eastville Bedminster Hillfields Henbury Easton Bishopston ory St George East Lockleaze 1 to 3 Law rence Hill 4 to 7 Redland 8 to 10 Henleaze 11 to 14 Brislington East 15 to 19 Windmill Hill Cotham Clifton Stoke Bishop Horfield Clifton East Cabot Ashley

0 5 10 15 20

Number of records in each ward

Use Bristol Dial A Ride Frome Vale Horf ield Westbury-on-Trym Hillfields Lockleaze Henleaze Brislington East Avonmouth Hengrove Southville Know le Eastville Southmead Bedminster Brislington West Stockw ood Henbury Kingsw eston ory Bishopsw orth Hartclif f e 5 to 13 St George West 14 to 23 Law rence Hill 24 to 32 Eas ton 33 to 41 Bishopston 42 to 51 Redland 52 to 61 Whitchurch Park Filw ood Stoke Bishop St George East Windmill Hill Cabot Clifton East Clif ton Ashley Cotham 0 20 40 60 80

Page 6 of 21 | 6 | Number of records in each ward

Use the Mede Filw ood Know le Hengrove Bedminster Windmill Hill Southville Henbury Brislington West Brislington East Bishopsw orth Whitchurch Park Westbury-on- Stoke Bishop Stockw ood St George West St George East Southmead Redland Lockleaze Law rence Hill Kingsw eston ory Horfield 1 to 11 Hillfields Henleaze 12 to 23 24 to 35 Frome Vale 36 to 46 Eastville 47 to 58 Easton Cotham 59 to 71 Clifton East Clifton Cabot Bishopston Avonmouth Ashley 0 20 40 60 80

Number of records in each ward

Hartclif f e Whitchurch Park Use the CATT Bishopsw orth Stockw ood Hengrove Bedminster Filw ood Southville Southmead Know le Henbury Brislington West Brislington East Windmill Hill Westbury-on-Trym Stoke Bishop St George West St George East Redland Lockleaze Law rence Hill ory Kingsw eston 1 to 6 Horfield Hillf ields 7 to 14 Henleaze 15 to 21 Frome Vale 22 to 28 Eastville 29 to 36 Eas ton 37 to 44 Cotham Clifton East Clif ton Cabot Bishopston Avonmouth Ashley 0 10 20 30 40 50

Page 7 of 21 | 7 | Number of records in each ward

Kingsw eston Avonmouth Use LWCT Henbury Westbury-on- Filw ood Clif ton Bedminster Windmill Hill Whitchurch Park Stoke Bishop Stockw ood St George West St George East Southville Southmead Redland Lockleaze Law rence Hill Know le ory Horfield 1 to 4 Hillf ields 5 to 8 Henleaze 9 to 13 Hengrove 14 to 17 Hartcliffe 18 to 22 Frome Vale 23 to 27 Eastville Eas ton Cotham Clifton East Cabot Brislington West Brislington East Bishopsw orth Bishopston Ashley

0 5 10 15 20 25 30

Number of records in each ward

Brislington West Use St Philips Taxi Sharing Scheme Law rence Hill (V Ca rs) Brislington East Easton Henbury Hartcliffe Ashley Windmill Hill Whitchurch Park Westbury-on- Stoke Bishop Stockw ood St George West St George East Southville Southmead Redland Lockleaze ory Know le 1 to 2 Kingsw eston 3 to 4 Horf ield 5 to 7 Hillf ields 8 to 9 Henleaze 10 to 12 Hengrove 13 to 15 Frome Vale Filw ood Eastville Cotham Clifton East Clif ton Cabot Bishopsw orth Bishopston Bedminster Avonmouth

0 5 10 15 20

Page 8 of 21 | 8 | Number of records in each ward

Westbury-on-Trym Know le Eas ton Southville Use Other Community Transport Brislington West Stockw ood Southmead Horf ield Hartclif f e Eastville St George West Lockleaze Kingsw eston Hillfields Frome Vale Filw ood Brislington East Avonmouth Windmill Hill St George East Law rence Hill Hengrove ory Henbury Bishopsw orth 1 to 0 Bedminster 1 to 1 Ashley 2 to 2 Whitchurch Park 3 to 3 Stoke Bishop 4 to 4 Redland 5 to 6 Henleaze Cotham Clifton East Clif ton Cabot Bishopston 02468

Table 3. Community transport services used in the last year

Used CT services in last year Number percent Yes 1600 71.6 No 632 28.4 Total 2232 100.0

• Approximately 3 in 4 members used services in the last year

Page 9 of 21 | 9 | Frequency of use in the last year

Table 4. Use of Community Transport Services in the last year by Community Transport Provider

Organisation Number who Number % using in use the using in last last year organisation year Bristol Community Transport 266 224 84.2 (BCT) Bristol Dial a Ride (BDAR) 1368 978 71.5

Mede Sprint 214 188 87.8

CATT Bus (HWCP) 345 308 89.3

Lawrence Weston Community 91 82 90.1 Transport (LWCT) St Philips Taxi Sharing Scheme 62 55 88.7

Other 71 38 53.5

• Comparable use across providers but slightly less for BDAR

Table 5. How often used the services

Frequency of use All responses number percent Every day 23 1.5 2-3 days per week 321 21.1 Once a week 615 40.5 Once a fortnight 128 8.4 Once a month 165 10.9 Once every 3 months 177 11.6 Once a year 73 4.8 Less than once a year 18 1.2 Total 1520 100.0

• 4 in 10 of those who used the services in the last year used once a week • 1 in 5 use services 2 to 3 days a week • 1 in 8 used services every three months • 1 in 10 used services once a month

Page 10 of 21 | 10 | Table 6. Frequency of use by service provider

Organisation Frequency of Use day year year week week Once Once Once Every month Once a Once 3 months < once 2-3days fortnight

Bristol Community Transport 2.0 17.9 41.3 4.0 11.1 9.5 4.0 6.0 (BCT) Bristol Dial a Ride (BDAR) 0.6 12.2 33.3 8.0 11.6 12.6 7.6 10.4 Mede Sprint 4.3 43.3 16.8 6.7 9.6 8.7 2.4 1.9 CATT Bus (HWCP) 1.2 28.3 49.1 4.8 4.8 4.2 2.7 1.5 Lawrence Weston Community 4.5 30.7 28.4 8.0 10.2 8.0 4.5 2.3 Transport (LWCT) St Philips Taxi Sharing Scheme 3.4 22.4 15.5 8.6 13.8 17.2 5.2 1.7

Other 10.0 23.3 10.0 5.0 10.0 6.7 28.3

• Majority use at least once a week • Greater use at 2-3 days per week for Mede Sprint, LWCT and HWCP • 1 in 10 use BDAR less than once a year

Table 7. Quality of the service used

Neither Service good nor Very good Good poor Poor Very poor % % % % % BCT 72.6 21.3 4.1 1.0 1.0 BDAR 68.2 23.2 4.5 2.5 1.5 Mede Sprint 81.4 14.1 2.9 1.0 1.0 CATT 94.6 5.4 - - - LWCT 85.7 9.1 - 2.6 2.6 Taxi Sharing 76.8 21.4 1.8 - - Quality of other services 57.1 32.1 7.1 3.6 -

• Vast majority think the service they use is either very good or good • Very few say the services are poor

Page 11 of 21 | 11 | Reasons for use

Table 8. Reasons for using the services

Use of Community transport Organisation Services BCT BDAR Mede CATT LWCT Taxis Other sharing Shopping in City Centre 21.8 18.2 10.7 15.9 2.2 21.0 14.1 Shopping at local supermarket 54.1 45.1 47.7 78.3 51.6 35.5 29.6 General shopping 22.9 16.5 29.9 29.0 37.4 22.6 19.7 Health appointments 33.8 38.6 70.1 19.7 29.7 59.7 46.5 Use for other appointments 15.8 19.2 25.7 8.1 15.4 32.3 28.2 Visiting friends/family 10.9 11.7 11.7 7.5 7.7 16.1 15.5 Social activity 19.9 17.2 33.6 14.8 26.4 17.7 15.5 Leisure activity 3.8 2.8 6.1 .9 2.2 6.5 4.2 To reach a transport 11.7 7.8 7.0 4.9 6.6 22.6 16.9 interchange To attend work 0.4 0.5 0.9 0.3 1.1 4.8 1.4 To attend a training session 2.6 2.0 1.9 .3 2.2 1.6 5.6 To attend a volunteering 2.6 2.0 1.4 2.3 2.2 3.2 2.8 opportunity To attend a place of worship 5.3 2.8 3.7 1.2 3.3 1.6 2.8 For business reasons 5.3 2.8 3.7 6.4 8.8 6.5 2.8 To visit a Council service 7.9 4.8 5.6 6.7 6.6 9.7 7.0 For other reason 5.6 4.2 4.7 4.1 4.4 11.3 12.7

• Highest usage for shopping at local supermarket, particularly CATT • Health appointments second highest use particularly Mede and Taxi Sharing • High proportions use ‘other’ modes of transport • Social activity use highest for Mede • Relatively low usage for other activities

Note: Refer to Appendix D for free text details of the most regularly used current destinations and Appendix E for destinations that would be appreciated if all services were open to destinations outside the Bristol authority area.

Page 12 of 21 | 12 | Table 9. Individual travel needs met by the services available

Local travel needs are met number percentage Yes 1615 79.4 No 238 11.7 Unsure 180 8.9 Total 2033 100.0 • Most feel their travel needs are met by the services used. • 1 in 8 say their needs are not met • Approx 1 in 10 were unsure

Note: Refer to Appendix A for free text responses to 'other local travel needs' that are not met.

Table 10. Travel Needs met by Organisation Used

Organisation Local travel needs met (%) Yes No Unsure BCT 72.9 13.9 4.5 BDAR 71.8 10.2 8.6 Mede Sprint 87.4 5.6 2.3 CATT 86.4 6.1 2.0 LWCT 74.7 11.0 7.7 Taxi Sharing 80.6 8.1 1.6 Other CT services 50.7 19.7 15.5

• Most unmet need from ‘other services’

Household Travel Needs Met Household Travel Needs Not Met

Household travel needs met Household travel needs not met

ory ory 5 to 26 1 to 2 27 to 48 3 to 5 49 to 70 6 to 7 71 to 91 8 to 10 92 to 113 11 to 14 114 to 136

Page 13 of 21 | 13 | Importance of aspects of the service provided

Table 11. Rating of importance of each aspect of the service used

Service Aspect Importance Very Important Neither Un- Very un- N/a important important important important nor un- important Friendly Service 73.9 23.8 1.2 .1 .1 1.0

Door To Door Travel 84.0 14.1 .3 .2 .2 .9 Assistance 74.7 21.1 1.6 .5 .2 1.6

Vehicle Is Accessible 78.6 17.2 1.7 .4 .3 1.8 Feeling Safe And Secure 76.9 20.3 .9 .2 .1 1.1

Access To Local 63.1 29.4 3.6 .4 .4 2.7 Services Ability To Travel Citywide 49.3 33.2 10.3 2.6 .2 4.3

Meeting Other People On 42.7 24.7 20.9 6.6 1.4 3.5 Bus Choice Of Destination 66.8 28.3 1.8 .5 .1 2.3 Choice Of Date/Time Of 71.1 25.0 1.5 .3 .2 1.9 Travel Secure Transport Of 62.1 22.0 5.3 1.7 .4 8.1 Wheelchairs/ Mobility Aids Being Able To Travel 56.4 22.9 9.1 2.7 .5 8.1 With Companion Or Carer Free Concessionary Or 69.4 22.5 4.8 1.0 .5 1.5 Low Cost Fare Fully Trained Driver 86.5 11.4 .6 .0 .2 1.0 Reliability 84.4 13.9 .1 .1 .2 1.1 Other Aspect Of Service 42.9 12.5 6.0 1.1 .5 37.0

• Most important aspects: Fully Trained Driver, Reliability and Door To Door Travel • Less important aspects: Being Able To Travel With Companion Or Carer, Ability To Travel Citywide and Meeting Other People On Bus • Greatest ambivalence for Meeting Other People On Bus

Page 14 of 21 | 14 | Reasons for Not using the service

Table 12. Reasons for not using community transport service in the last year

Identified for Not Using Reason number percent Other transport is available 210 33.1 Can use normal bus service 113 17.8 Not used because lack confidence going out 81 12.8 Because need someone to travel with 115 18.1 Unable to book a journey 134 21.1 Unreliable 22 3.5 Not available when needed 120 18.9 Have no need 61 9.6 Because of impairment 80 12.6 Other reason 51 8.0 • Range of reasons for non-use cited • ‘Other transport availability’ most frequently mentioned • ‘Unable to book a journey’ cited by approx 1 in 5 as was ‘not available when needed’

Note: Refer to Appendix B for free text responses to other reasons for not using the services in the last year

Page 15 of 21 | 15 | Table13. Reasons for not using community transport service in the last year by Service Provider

Service Provider

Reason for BCT BDAR Mede CATT LWCT Taxi Other Not Using Sprint Share CT service % % % % % % % Other transport is 12.0 14.3 5.6 8.7 3.3 4.8 31.0 available Can use normal bus 12.8 8.3 4.7 8.1 5.5 19.4 14.1 service Not used because lack 8.6 7.2 3.7 3.2 6.6 3.2 11.3 confidence going out Because need 9.4 9.6 3.7 5.8 4.4 6.5 19.7 someone to travel with Unable to book a 7.1 12.2 5.6 0.9 3.3 1.6 21.1 journey Unreliable 1.9 2.2 2.3 0.3 1.1 1.6 2.8 Not available when 9.0 12.9 4.7 3.8 1.1 4.8 16.9 needed Have no need 1.1 3.0 0.9 1.7 3.3 0 8.5 Because of impairment 9.4 6.2 2.3 3.5 5.5 3.2 11.3 Other reason 1.9 4.2 1.9 1.7 5.5 0 2.8

Page 16 of 21 | 16 | Other community transport used

Table 14. Other Modes of transport used (All respondents)

Yes No Mode number % number % Local bus services 1021 44.0 1301 56.0 Train 213 9.2 2109 90.8 Car as passenger 1323 57.0 999 43.0 Car 241 10.4 2081 89.6 Taxi 1002 43.2 1320 56.8 Walking 432 18.6 1890 81.4 Bicycle 27 1.2 2295 98.8 Car club 11 .5 2311 99.5 None 124 5.3 2198 94.7 Other 62 2.7 2260 97.3

• Travelling as a car passenger most frequently mentioned followed by bus and taxi

Table 15. How easy or difficult to book a journey on community transport

How easy to book journey on community transport

Ease number % cumulative % Very easy 559 37.7 37.7 Easy 353 23.8 61.5 Acceptable 316 21.3 82.9 Difficult 178 12.0 94.9 Very difficult 76 5.1 100.0 Total 1482 100.0

• 2 in 3 found booking either very easy or easy • Majority found at least acceptable • Approx 2 in 10 found either very difficult or difficult

Page 17 of 21 | 17 | Bookings

Table 16. How easy or difficult to book a journey on community transport by service provider

Organisation Ease of Booking (%)

Very Easy Accept Difficult Very easy able difficult Bristol Community Transport (BCT) 37.5 26.8 17.4 11.2 7.1

Bristol Dial a Ride (BDAR) 19.0 24.6 28.7 18.8 8.9 Mede Sprint 46.6 27.9 19.1 3.9 2.5 CATT Bus (HWCP) 67.6 21.6 7.1 3.1 0.6 Lawrence Weston Community 69.8 11.6 8.1 7.0 3.5 Transport (LWCT) St Philips Taxi Sharing Scheme 41.5 22.6 24.5 7.5 3.8

Other 7.4 29.6 27.8 16.7 18.5

Complaints and Improvements

Table 17. Had cause to make a formal complaint regarding community transport services?

Made formal complaint about community transport

number percent Yes 55 3.6

No 1472 96.4 Total 1527 100.0

• Very low levels of complaint

Note: Refer to Appendix C for free text responses of those who have found booking difficult or very difficult and for those who have made formal complaints

Page 18 of 21 | 18 | Table 18. Satisfaction with response to complaint

Satisfied with response to complaint

Frequency % Yes 31 67.4

No 15 32.6 Total 46 100.0

• 1 in 3 dissatisfied with response

Table 19. What improvements in community transport services would you like to see? (All respondents)

Yes No Improvement Area number % number % Journeys into neighbouring authorities 584 84.6 106 15.4 Evening services 545 83.2 110 16.8 Weekend services 831 91.2 80 8.8 Vehicles 157 52.9 140 47.1 Booking systems 690 88.0 94 12.0 Online booking systems 284 66.8 141 33.2 Availability 615 91.4 58 8.6

• High demand for Weekend services, Booking systems, Journeys into neighbouring authorities and Evening services • Online booking mentioned by 2 in 3

Note: Details of responses given to 'other' for this question are listed in Appendix F

Page 19 of 21 | 19 | Interest in Future Participation

Table 20. Happy to contact to discuss responses further

number percent Yes 1179 59.7 No 793 40.2 Total 1975 100.0

Table 21. Like to participate in a 'community transport user' focus group

number percent Yes 249 13.6

No 1576 86.4 Total 1825 100.0

Page 20 of 21 | 20 | Equality Analysis

Used Community transport services within the last year

1. Those saying they have a disability are LESS likely to have used services (77% vs 69%) 2. No significant difference between White and other ethnic groups 3. No significant difference between genders 4. No significant difference between transgender and not 5. No significant difference between age groups 6. No significant difference between sexual orientation 7. No significant difference between religions

Feel local travel needs are met by the services

1. Black/African/Caribbean/Black British LESS likely to have travel needs met than White (62.1% vs 79.6%) 2. Those saying they have a disability are LESS likely to have their travel needs met (77.1% vs 87.2%) 3. No significant difference between genders 4. No significant difference between transgender and not 5. No significant difference between age groups 6. No significant difference between sexual orientation 7. No significant difference between religions

Had cause to make a formal complaint

1. Black/African/Caribbean/Black British MORE likely to have made formal complaint than White (11.5% vs 3.2%) 2. No significant difference between genders 3. No significant difference between transgender and not 4. No significant difference between age group 5. No significant difference between disability and not 6. No significant difference between sexual orientation 7. No significant difference between religions

Satisfied with response

1. No significant difference between White and other ethnic groups 2. No significant difference between genders 3. No comparison possible as no transgender in group 4. No significant difference between age group 5. No significant difference between disability and not 6. No significant difference between sexual orientation 7. No significant difference between religions

Page 21 of 21 | 21 | Designed by Bristol City Council, Bristol Design BD3615 January 2013