In this podcast Sara Sherrard and Tom Moran talks about failings in customer care and the improvements implemented after Sara's mother suffered a fatal accident at Mill Hill Station.
Sara Sherrard is the eldest daughter of Priscilla Tropp, who died following a fall down a station staircase; and Tom Moran is now the MD at Thameslink and Great Northern Railways. Sara describes her experience as she learned the details of her mother's accident, treatment and what happened around the Coroner's Inquest. Tom talks about his meeting with Sara, her concerns about the serious failings in process and communication, and the improvements that, between them, they have achieved since then.
Show notes with a link to the GTR PAPI aide-mèmoire are available in the Blog for this episode on the RSSB website.