If you think Disability Access is just about Meeting Standards, Think Again!
Society moves on, things
change, unfortunately not everything changes at the same pace. Having worked
previously in an area that looks at standards I would say, I am quite well
versed in the excuses used by industries to argue compliance through meeting of
regulatory standards.
Just today I read an article about size 10 in woman’s sizes differing by up to three inches depending on where you go. I also remember looking in to a complaint years back in to how a house sold with a garage is ok, even though it can’t fit an average size car in these days. It’s all about the standards.
When it comes to disability and access, I hear again and again that it’s built to building regulations or that an architect who’s aware has designed it to the current standards and therefore it’s ok. Or it meets current planning regulations. Or it’s been reviewed by such an such organisation. I even see many accessible accommodation sights relying on such definitions.
It’s like booking a room in a hotel. A room means a four walled space with a roof. Now imagine you got there and hold on it has a single bed. Well you only booked a room. What no TV, or no tea/coffee facilities what no toilet paper !!!!! But you booked a room. The standard definition of a room has been met. Ah but you expect it to be usable and have the basic facilities that allow you to stay there in a little comfort. If not you’ll be banging at the front desk with some displeasure. Obviously the price you pay will also have a reflection. If you want ultimate comfort you’ll pay more for it.
So why is it so different for disabled people surely there should be a standard that’s acceptable? I know people will say that disabled people come in all shape and sizes and you can’t have a one fits all policy. Why not? That’s what you have for able bodied people. You know what you’re paying for.
The problem with current standards is that they are out of date and like the garage scenario. When they were written there where less disabled people who ventured out and those that did would have more than likely used a manual wheelchair. As technology moves on its meant people with more severe disabilities are out and about more. Thus the needs of users are greater than the laid down standards. I believe the standards just can’t keep up.
Even when the standards are used to build or design disability accessible facilities, they will unfortunately just look at the individual parts i.e. toilet, bedroom etc. When in fact if the whole standard was looked at and the customer journey taken in to consideration services could be a lot better. For instance I know of one place in my town that has a changing room type facility. Now these are your five star facilities, but even they can differ. But for me all disabled bathrooms should meet at least this standard. However the journey through the building in to the changing room facility leaves a lot to be desired. Particularly the placement of the door way down a narrow corridor.
So what would an appropriate current standard for disabled accommodation be:
As I’ve said before it should consider the whole journey. So start from the advert and website. Apart from the accommodation what else is there in the area that is also accessible. Perhaps get someone to visit and put there blog on your website. Take a journey from a disabled person view. Can it be found easily? Does the website show how to get there using accessible transport. Does the car park have proper parking, is it level (please no gravel), can the person call for help from the car park? This is all before they have even got to the building.
If possible map the journey and use technology like video and pan around this will give a better understanding and allow judgements to be made by the service user. Put yourself in their position so ok if I’m in a chair can I easily open the door to the premises. Use the standards as a basic guide, not as a strict interpretation of the law. The standards should be the minimum expected. Work towards standards plus. You can only do this by working with and developing with people who are disabled.
A major part of access issues is down to staff training and awareness. There are many many statistics out there which show that people don’t know how to, speak or interact with disabled people. A lot of access issues can be overcome just by thinking about and making yourself and your business accessible to the customer by offering alternatives. The majority of times this is actually better customer services and it doesn’t necessarily have to cost more or cause major upheaval.
So you don’t have a drop down reception area. No problem, take a clipboard and whatever documents you needs ask the person in a wheelchair to follow you to the waiting area, sit down and discuss their needs. Your office is in an old building without decent access. Offer to visit the customer at home. You don’t have the facilities to produce brail documents again why not offer to visit, and explain face to face, that way if the client has questions these can be answered at the same time. There are literally many ways that a business can still be completely accessible without much expenditure. It just takes thinking through.
So when your organisation thinks about access don’t just think accessibility standards but look at it as a customer journey through your business. If 22% of population has some form of disability can you really afford to lose out on their potential business?
Just today I read an article about size 10 in woman’s sizes differing by up to three inches depending on where you go. I also remember looking in to a complaint years back in to how a house sold with a garage is ok, even though it can’t fit an average size car in these days. It’s all about the standards.
When it comes to disability and access, I hear again and again that it’s built to building regulations or that an architect who’s aware has designed it to the current standards and therefore it’s ok. Or it meets current planning regulations. Or it’s been reviewed by such an such organisation. I even see many accessible accommodation sights relying on such definitions.
It’s like booking a room in a hotel. A room means a four walled space with a roof. Now imagine you got there and hold on it has a single bed. Well you only booked a room. What no TV, or no tea/coffee facilities what no toilet paper !!!!! But you booked a room. The standard definition of a room has been met. Ah but you expect it to be usable and have the basic facilities that allow you to stay there in a little comfort. If not you’ll be banging at the front desk with some displeasure. Obviously the price you pay will also have a reflection. If you want ultimate comfort you’ll pay more for it.
So why is it so different for disabled people surely there should be a standard that’s acceptable? I know people will say that disabled people come in all shape and sizes and you can’t have a one fits all policy. Why not? That’s what you have for able bodied people. You know what you’re paying for.
The problem with current standards is that they are out of date and like the garage scenario. When they were written there where less disabled people who ventured out and those that did would have more than likely used a manual wheelchair. As technology moves on its meant people with more severe disabilities are out and about more. Thus the needs of users are greater than the laid down standards. I believe the standards just can’t keep up.
Even when the standards are used to build or design disability accessible facilities, they will unfortunately just look at the individual parts i.e. toilet, bedroom etc. When in fact if the whole standard was looked at and the customer journey taken in to consideration services could be a lot better. For instance I know of one place in my town that has a changing room type facility. Now these are your five star facilities, but even they can differ. But for me all disabled bathrooms should meet at least this standard. However the journey through the building in to the changing room facility leaves a lot to be desired. Particularly the placement of the door way down a narrow corridor.
So what would an appropriate current standard for disabled accommodation be:
As I’ve said before it should consider the whole journey. So start from the advert and website. Apart from the accommodation what else is there in the area that is also accessible. Perhaps get someone to visit and put there blog on your website. Take a journey from a disabled person view. Can it be found easily? Does the website show how to get there using accessible transport. Does the car park have proper parking, is it level (please no gravel), can the person call for help from the car park? This is all before they have even got to the building.
If possible map the journey and use technology like video and pan around this will give a better understanding and allow judgements to be made by the service user. Put yourself in their position so ok if I’m in a chair can I easily open the door to the premises. Use the standards as a basic guide, not as a strict interpretation of the law. The standards should be the minimum expected. Work towards standards plus. You can only do this by working with and developing with people who are disabled.
A major part of access issues is down to staff training and awareness. There are many many statistics out there which show that people don’t know how to, speak or interact with disabled people. A lot of access issues can be overcome just by thinking about and making yourself and your business accessible to the customer by offering alternatives. The majority of times this is actually better customer services and it doesn’t necessarily have to cost more or cause major upheaval.
So you don’t have a drop down reception area. No problem, take a clipboard and whatever documents you needs ask the person in a wheelchair to follow you to the waiting area, sit down and discuss their needs. Your office is in an old building without decent access. Offer to visit the customer at home. You don’t have the facilities to produce brail documents again why not offer to visit, and explain face to face, that way if the client has questions these can be answered at the same time. There are literally many ways that a business can still be completely accessible without much expenditure. It just takes thinking through.
So when your organisation thinks about access don’t just think accessibility standards but look at it as a customer journey through your business. If 22% of population has some form of disability can you really afford to lose out on their potential business?
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