EMR partners with brain injury charity to create travel support card

East Midlands Railway (EMR) has worked with a Derby-based charity to create a new card that helps brain injury survivors quickly communicate they require support when travelling with the train company.

The card, developed in partnership with Headway Derby, was created using guidelines from Communication Access UK – an initiative formed by charities and organisations that share a vision to improve the lives of people with communication difficulties.

This free card is the latest addition to a growing series that covers a range of support scenarios. Since their launch, more than 3,000 customers have contacted EMR to request one.

The cards act as a practical aid for customers to communicate their needs more easily to EMR staff, enabling the operator to respond quickly and provide the personalised support required.

The Headway Derby EMR TALK Card reads: “I have a brain injury, please be patient.” The reverse of the card includes space for the customer’s name and an emergency contact number – should they wish to provide it.

An acquired brain injury (ABI) can result from an injury or illness and takes many forms, including traumatic brain injury, stroke, meningitis, and brain tumours, among others. Its effects can vary significantly, often impacting physical, emotional, cognitive (thinking and information processing), and behavioural abilities.

Many of these effects are non-visible, leading ABI to be commonly regarded as a “hidden disability”.

For many brain injury survivors and their carers, this hidden nature can result in a lack of appropriate understanding and support, according to anecdotal evidence.

EMR hopes this new card will serve as a simple, effective way for staff to identify and support customers who may need extra assistance.

Philippa Cresswell, Customer Experience Director at East Midlands Railway, said: "Research from Headway – the brain injury association – shows that more than three-quarters of brain injury survivors struggle daily due to their hidden disability, 

"We want to play our part to help and this card is a simple way for our staff to quickly understand that a customer with a hidden disability like a brain injury may require additional support while travelling with us.

"We would like to thank Headway Derby for approaching us and working with us to produce this important new card."

Emma Morris, Chief Executive Officer at Headway Derby, said: "At Headway Derby, we know that even everyday tasks like using public transport can become incredibly challenging after a brain injury.

"The TALK CARD is a simple but powerful tool that gives survivors greater confidence and independence when travelling by rail. We're proud to support this initiative with EMR, which shows real understanding and commitment to making rail travel more accessible and inclusive."

Other examples of card messages include:

• “Where are the toilets?”
• “Please face me and speak clearly”
• “I have a disability, please be patient”

A small selection of the cards is shown below. A wider range is available on EMR’s website, along with details of how to request them: https://www.eastmidlandsrailway.co.uk/form/talk-passenger-assistance-cards