Overview

Before visiting the zoo I checked the website online, they described it as fully wheelchair accessible with a pdf of a site map, so we made the decision it was safe to go, as I knew we would have to push my Mum around and my father is also awaiting a knee operation so we needed somewhere accessible for them both. The first indication that this wasn't the case, was the entrance and car park both on a very steep incline. This initial welcome entrance is lovely, but almost immediately, once you get inside it is very difficult to get around, it is hard work also for carers, and unnerving for the disabled person as the hills are so steep, so they can feel unsafe. The steep hill the site is on, gets worse as you go up, which you don't realise if this is your first time to the zoo. There is nothing informing you as a new visitor of the terrain as the site map shows no gradients, I assumed that it was all flat. But there are changes in camber and non uniform terrain, as it is a very old zoo and it is in need of repair and maintenance from what I saw. Within 45 mins of entry into the site, my mum's wheelchair hit a pothole, while being pushed up a steep hill. As a result, she tipped out and fell on loose stones and gravel, causing cuts, grazing and severe bruising to her face, we spent the next two hours in hospital. I would advise not going there at all, and if you must, use the mobility vehicle, it's not safe to get pushed around . The zoo did not respond well following the accident and maintain the site is fully accessible, apart from the three routes marked on their map. The accident happened in a place they said was accessible. Go somewhere else, as this site in my opinion is not safe for wheelchair users. Also if you visit unless you have a Powerchair or very fit carer, you are not going to be able to get around.

Transport & Parking

The car park is on a steep hill off the main road, there are a number of disabled parking bays, but it is all on an incline, so you have to hold on to the chair at all times as you are always either pushing up a steep hill, or fighting a steep incline doing down. There is a mobility vehicle, for the whole Zoo, which people can use, but it is often in use. You are likely to have to wait at peak times like school holidays. Also the zoo did not make this vehicle available after my Mum had had her accident, and she had to get back in her chair very shaken to get to the first aid room and then on to hospital, which added more stress to a very difficult situation. They did not react well and gave advice to attend Western General, which did not have an A&E department, but luckily they were able to see her quickly and dress her wounds quickly as she's 81

Access

There are steep inclines and varying terrains throughout the site, that make this very difficult for carers and those with disabilities. There are narrow pathways in some areas, there are changes in footpath types, potholes where ground is uneven etc. Unless you have a robust powerchair I would not attempt this. Depending on individual disabilities and conditions, some people may feel they can manage, but you have no information on the state of the routes, the inclines etc and this makes if difficult to make informed decisions on the risks they you are taking travelling around the site.

Toilets

I dont know - but my father said they were a mess and he had to take time to clean it before he could use them. this was at about midday.

Staff

The young keeper who attended as a first responder/first aider, was very well meaning, but not well trained or equipped to respond to an accident of this type with a disabled older person. He was advising we go to hospital, as he wasn't able to really respond or check for serious secondary impacts of the fall and did not ask about my mothers existing health or conditions. He took name and address but no other details. He was not working to any policy guidelines that meant that the response provided was prioritised over other issues that were happening in the zoo at the time of the accident. So my Mum had to get back in her wheelchair very shaken. The Zoo has acknowledged this will be looked at. No one came to meet my Mum, no one got her a cup of tea, no one got more senior advice or took time to report the incident or interview my mum on what had happened to her either, before we left the site to go to hospital or after the event. I have just got the impression they wanted to play the whole incident down. " Oh your responding very well now, it is a shock, oh we can't do any more with those wounds etc, .." they gave a number for the hospital and I took her. I did speak to the duty manager myself later when we returned to pick up the rest of the family, she assured me this would be treated as a serious incident, but so far I have not had that demonstrated in terms of the response provided. If this changes - I will update this review.

Anything else you wish to tell us?

I believe widespead improvements are needed across the site to make a difference to customer safety and experience. I would argue that if this Zoo is to be continued to be marketed, as fully accessible for people in wheelchairs then it needs to be moved to another site that is much flatter, the Zoo is not thinking about its long term future if it is wanting to stay in this location. A site on a steep hillside with crumbing and poorly maintained pathways, does not constitute a good site for a Zoo wanting to meet the needs of families, more people with complex needs and an aging population.