ARL PUTS CUSTOMERS AT THE 🧡 OF ITS STATIONS WITH ROLLOUT OF DEFIBRILLATORS ACROSS THE NETWORK

ARL's facilities management team has successfully rolled out defibrillator machines across the London Overground network. 

Transport for London (TfL) invested around £60,000 on purchasing and installing the lifesaving machines at 42 stations, meaning that all 82 ARL-managed stations now have defibrillators. The rollout took just six weeks to complete, beginning in February 2023 and concluding by mid-April.  

Although the machines cost around £900 each, it is impossible to put a price on their impact – something that ARL colleagues have witnessed first-hand.  

In July 2022, ARL customer host Joanna Gorniak and Eric Lennon from STM Group were working at Shoreditch High Street station when a passenger hit the emergency button on a Help Point machine. The customer said he felt unwell and explained that he had suffered two heart attacks in the past. Seeing that he was unwell, Joanna called for an ambulance. They were instructed to use the defibrillator machine on the passenger and administer CPR, as he had fallen unconscious. 

The ambulance arrived and took over from Joanna. After stabilising the passenger, the paramedics informed Joanna and Eric that their actions helped save the man’s life.  

Charlotte Whitfield, customer experience director, said: “When I met Joanna after the incident to discuss what had happened, she was incredibly humble. Joanna explained that her instincts immediately kicked in and told her she needed to help the passenger. It can be extremely difficult to focus and react quickly in a high-pressure situation. Joanna managed to keep her cool and as a result, saved the passenger’s life. I really think she is a hero!” 

In most stations, the machines have been located in the ticket hall in view of the ticket office window. Where the station’s layout does not allow for this, the defibrillator has instead been positioned close to employee accommodation. This is to deter vandalism and theft, which unfortunately has been an issue for train operating companies across England and Wales. The new boxes for the machines have also been fitted with alarms which activate if theft is detected.  

Measures have also been taken to ensure that machines in the open air are protected from the elements. Those that are exposed have been placed in heated boxes, which ensure the machines stay at a temperature of two degrees celsius.  

Soft services facilities management manager Ian Polush, who led the project, said: “This was an incredibly important project for our team. Stations that had defibrillators before the rollout have already seen their crucial role keeping our customers and colleagues safe. Although it’s a situation you never wish for anyone to face, our colleagues who have had to use the machines have often prevented fatalities. We’re proud to say that every ARL-managed station has one of these lifesaving machines.”