Expert Insight
FOLLOWING COVID-19 GUIDANCE WITHOUT COMPROMISING ON ACCESSIBILITY
It’s vital that hospitality and leisure businesses keep their employees and customers safe by following COVID-19 safety regulations. However, some of these changes and procedures can have a detrimental impact on your venue’s accessibility.
Venues should always be on the lookout to improve accessibility, particularly when changes occur.
1. KEEP YOUR HAND SANITISING STATIONS ACCESSIBLE
If your hand sanitisers are too high up, wheelchair users won’t be able to access them.
2. CONSIDER TOUCH-FREE DOORS It may not be possible to install touch-free doors, or to keep your doors open. In this case, ensure hand sanitiser is available at both sides of the door.
3. UNDERSTAND FACE MASK EXEMPTIONS Some customers may be exempt from wearing a face mask. They aren’t required to show you legal proof of this. Whilst you’re entitled to ask your customers to wear a mask, it’s not appropriate to pry and question customers further if they do explain they are exempt.
4. ENFORCE THE RULES Guests may feel uncomfortable if other people within your venue aren’t respecting social distancing. It’s your responsibility to protect vulnerable guests and ensure everyone is following your rules.
5. TEST YOUR NEW ROUTES FOR ACCESSIBILITY Many venues are implementing new one-way systems, but it’s vital this doesn’t impact accessibility. For example, check the aisle width is accessible and that wheelchair users will have full access wherever they are seated.
6. CONSIDER YOUR WAITING AREAS If you’re requiring guests to wait or queue, ask yourself the following: is there seating or shelter available? If the answer is no, you may need to put additional measures in place to ensure accessibility.
28 October 2020
www.venue-insight.com
7. PRIORITISE ACCESSIBLE TOILETS You may need to rework how guests access the facilities, but you should always make sure disabled toilets remain fully accessible for those who need them.
8. CHANGE YOUR LIFT RULES According to Euan’s Guide, 53% of disabled people are concerned about sharing lifts with others. You can help this by ensuring just one party at a time uses your lift.
9. TRAIN YOUR TEAM Your staff should know how to recognise signals that a customer needs assistance. They should be ready and willing to help. Train your staff to help those with additional needs in a friendly, professional way.
10. REASSURE YOUR CUSTOMERS Your venue must provide reassurance. Make sure all your access information, including what additional safety measures you’ve put in place, is available on your website and any booking confirmations.
Can you commit to change?
Your venue can celebrate Purple Tuesday (happening on 3rd November) by committing to make key changes that will enhance the experience of disabled customers.
Hospitality and leisure venues strive to achieve exceptional customer service. But, remember – no two customers are ever the same. By prioritising accessibility, your venue can help all customers to feel welcomed when visiting you.
For more advice on keeping your venue safe and accessible for everyone, talk to the NDML Risk Management team on 0344 488 9205.
ndml.co.uk
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