USERS of a vital door-to-door shuttle bus service claim changes to the eligibility criteria has left them feeling trapped in their homes.

The Dial-a-Journey service used to provide an essential transport service for the elderly or unwell, who would utilise the bus to make appointments or see loved ones.

The service operates from a contract provided by Clackmannanshire Council, who can set out the terms and conditions for usage.

As reported by the Advertiser, the council proposed changes to the service, which saw the transition to a ‘kerb-to-kerb’ arrangement.

This replaced the old model, which would see drivers help people from their door and provide assistance making their way to the bus.

This has presented challenges for users, who would rely on Dial-a-Journey when going to the hospital or Strathcarron Hospice.

One resident, who wished to remain anonymous, explained that her husband was dependant on the service to make vital appointments and was left aggrieved that they were not consulted on the changes.

They said: “The bottom line is, they did not confer with anyone about these changes. My husband needs to go to Strathcarron for treatment and the changes really prevented us from getting there.

“I understand that they have to make cuts and changes but they really didn’t consider the most vulnerable people using it.”

Alongside the kerb-to-kerb model the council adopted, there were also fears that the Dial-a-Journey service would no longer be able to provide journeys outwith Clackmannanshire.

This has largely been the case, however, with some residents worrying that they would be unable to make valuable appointments.

Clackmannanshire Council confirmed to the Advertiser that this would not be the case, with vital appointments continuing to be prioritised for those who need them.

A spokesperson for Clackmannanshire Council said: “The vast majority of bookings for our door to door service, operated by Dial-a-Journey on behalf of the council, take place wholly within Clackmannanshire.

“However, we have also identified certain journeys to Stirling and Falkirk that can be made, including to medical appointments such as dentists, physiotherapy or podiatry; support/respite/physical health appointments associated with a disability and to all NHS sites for people who are not eligible for the NHS transport service, for example Stirling and Falkirk community hospitals and the Forth Valley Royal Hospital in Larbert.

“Certain journeys can also be made on a compassionate basis, for example to Strathcarron Hospice, subject to approval.”

The current Dial-a-Journey contract is set to expire, with a temporary 12-month contract set to come into effect from August.

Since the changes came into force, Dial-a-Journey and its users have voiced their opinions and looked to amend some of the restrictions.

While this was successful in terms of journeys outwith Clackmannanshire, Dial-a-Journey remains concerned for the kerb-to-kerb arrangement, fearing the most vulnerable have been left isolated.

Duncan Hearsum, CEO of Dial-a-Journey, said: “It’s clear that in the council’s endeavour to integrate the door to door service with general bus services, the original purpose of the door to door service (to provide a service for people who are unable to use conventional public transport services) has been disregarded.

“Currently around 60 per cent of service users are wheelchair users or use some other mobility aid.

“Others who are not wheelchair users have hidden disabilities such as mental health and dementia preventing them from travelling on service buses.

“The broadest group of service users are aged 70 and above.

“While the focus is on cost, no thought has been given to the benefits of people being able to social integrate, improving wellbeing and reducing social isolation.

“The current transport policies are at odds with the objectives of the Health and Social Care Partnership that the council subscribes to.”

This proved to be successful in terms of the appointment services, with the Dial-a-Journey services now being able to shuttle users to health appointments.