This guidance sets out the actions drivers and passenger assistants should take if a passenger requests to use the toilet whilst travelling.
This approach is designed to ensure the safety of passengers and staff and to minimise safeguarding risks.
If a passenger requests to use the toilet
If you have recently collected the passenger and remain within a reasonable distance of their home or school, consider returning to the location and requesting that a parent, guardian, or appropriate member of school staff accompanies the passenger to the toilet.
We recognise that this will not always be practical. Where returning to the collection point is not possible, you should explain to the passenger, in a calm and reassuring manner, that they will need to wait until they arrive at their destination.
For a small number of passengers, medical conditions, continence needs, anxiety, or disabilities may mean that the standard approach of ‘waiting until they reach their destination’ is not always appropriate.
In these cases, any alternative arrangements should be reported and guided by an agreed risk assessment and protocol issued by LCC.
If a passenger soils themselves during the journey, please report the incident to us as soon as possible. We will review the circumstances and consider any associated soiling charges.
What to do if a passenger soils themselves during transport
- remain calm and reassuring throughout the incident
- respond sensitively and preserve the passenger's dignity at all times
- minimise embarrassment and avoid drawing attention to the incident in front of other passengers
- where available and appropriate, offer a blanket or an item of the passenger's own clothing to help cover them and maintain their dignity
- reassure the passenger that they have done nothing wrong
- do not attempt to provide personal care or assist with cleaning the passenger
- continue the journey to the destination unless there is an immediate health and safety concern
- on arrival, discreetly inform the parent, carer, or a member of school staff and ask them to provide any necessary assistance
- ensure any contaminated areas of the vehicle are cleaned and sanitised in line with your company procedures before transporting other passengers
- report the incident as soon as possible
- report all relevant details, including what happened, when it occurred, and any actions taken
- report any repeated incidents or recurring requests to use the toilet, as these may indicate that further assessment or additional support is required
Actions you must not take
To protect both passengers and transport crews, the following actions must not be taken:
- do not stop and allow a passenger to relieve themselves at the roadside
- do not take a passenger into a public toilet
- do not allow a passenger to enter another passenger's home to use toilet facilities
- do not leave other passengers unattended while supporting an individual passenger with toileting needs
Safeguarding considerations
Although some of the actions above may appear to be reasonable solutions at the time, they can create significant safeguarding risks for both passengers and transport crews.
Such situations may result in safeguarding concerns, complaints, or referrals being made against staff members.
Reporting and ongoing concerns
As with any incident, concerns should be reported to us as soon as possible.
If it’s a recurrent issue we would first look to plan better (ask school and home to ensure toileting before each trip), if that isn’t a solution due to journey length or medical need, we would request a passenger risk assessment (PRA) to identify appropriate measures.
Passengers who repeatedly request to use the toilet may indicate an unmet need that requires further assessment, therefore it is equally important to report recurring requests and near misses, as well as accidents, as this would help us identify any passengers who may need additional support and take a more proactive approach.
Transport staff should focus on maintaining the passenger's safety, dignity and wellbeing, while ensuring appropriate support is sought from parents, carers, schools, or Lincolnshire County Council where needed.
If in doubt give the team a call on 01522 552736.