Autumn thelink. The quarterly magazine of the Telecare Services Association The industry body for Telecare and Telehealth

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1 Autumn 2012 thelink The quarterly magazine of the Telecare Services Association The industry body for Telecare and Telehealth Chance favours the prepared mind transforming services, enhancing lives Conference draws near Executive summary of monitoring centre survey part one

2 I love Mum and it s great that we live close enough for me to provide a lot of care and support. But I also love to hit the shops occasionally to hunt for my latest pair of killer heels. This is my Freedom, what s yours? Sarah Surrey Tunstall Healthcare is the UK s leading provider of telehealthcare solutions. Our technology and services play a key role in helping older people, those with long-term health and care needs and the people like Sarah who support them, to enjoy a better quality of life. Tunstall LifeCare Freedom to live your life.

3 inside: 4 Chance favours the prepared mind Alyson Bell, Chair, TSA 5 Faster, Higher, Stronger Trevor Single, Chief Executive, TSA 6 Member news 7 Innovation Yorkshire family s first 8 Telecare How telecare makes the difference for Mick 12 Conference 20 Benchmarking 22 Research 23 Techtalk Charles Henderson 24 Quality Standards Marian Preece, Operations Manager, TSA 25 TSA members, dates and information 26 Telecare Code of Practice accredited members Telecare Services Association, Membership Services Centre, Suite 8, Wilmslow House, Grove Way, Wilmslow, Cheshire, SK9 5AG. Telephone Fax thelink Loretta MacInnes, Editor Welcome Autumn is to here, the and Autumn the leaves edition are of turning the Link a magazine. lovely golden Where brown. has Apparently the year the gone? firework As October display draws of colour to a close, is we look due to forward our wet to summer the evenings and late drawing September in and the sun autumnal some leaves consolation falling perhaps to the ground. for wet summer holidays and washed This out seasonal barbeques! idyll is a lovely picture for many of us, but the darker nights, But that and sounds the onset negative, of colder and weather I don t mean serves to only be. to This heighten year has the perhaps feelings been of isolation the most felt positive by many during people my up time and at down TSA. It has the certainly country. been How the wonderful one with it the is, therefore, most rapid to progression read about the and continued change. Innovation hard work, has and always the incredible been central innovations to the developed industry, and by 3millionlives, TSA members whilst to increase not the the starting safety point and security, for this, and has certainly improve the been health, a catalyst of individuals for the development across the UK. of In this edition, change. we There feature is a CareConnectMe, real drive to do things a new differently, TSA member to on offer page better, 7, and more member tailored news on services pages for 8 to individuals 9 from Peaks to and access Plains and to choose; Cornwall. to Our provide Chair, Lorna Muir, solutions poses for the health, interesting social question care and of housing What s professionals, in a name? on that page make a real difference to their patients and service users, and 4, and changing times are discussed by Trevor Single, TSA s Chief also to their resources; to offer solutions that are interoperable Executive, on page 5. and meet the stringent quality standards essential to ensure the The safety forthcoming and security International of all. Telecare and Telehealth Conference which will be held at the London Hilton Metropole Hotel on What a time to be involved in the industry! November, will showcase many of the innovations, and service This edition successes, features that have news resulted about the in real forthcoming improvements in the care International and health Telecare for so many and people, Telehealth through Conference. the workshops Taking and place interactive on November sessions, keynote in Birmingham, speeches it and will exhibition feature the stands. latest With the innovations demand for in the telecare largest and specialist telehealth telecare growing, and developments telehealth continuing exhibition across in Europe, technologies hear from and policy services, experts imminent across publication health, of social the Whole care and System housing, Demonstrators and look at findings, what impact and initiatives telecare such and as telehealth is having on the transformation of services. In this DALLAS taking shape, the whole feel of the industry is continuing edition we feature our conference Main Event sponsors (pages to evolve, and we expect much of the debate at conference 12-19), without whom conference would be extremely difficult to centre around this changing landscape, how it will affect the to plan. We have a great read on pages 8-9, where we have industry and how the industry will cope. This year, over 75 speakers an insight into the life of Mick Burkhill, a service user whose will participate in conference to give delegates the opportunity to life has been transformed thanks to telecare. Mick will also be tailor speaking conference at conference. to suit their own particular issues and interests. In this edition of the Link we give you a taste of our own countdown to One conference of our members on page was 10, and recently present recognised articles from in the our Queens main event sponsors Honours on list pages and 11 you to 17, can whose read invaluable about this, support and another enables us to Olympic success story on page 6. make conference the largest gathering of telecare and telehealth industry Thanks go experts to all in those Europe. who contributed to this edition, and help My create thanks such go an to interesting all our contributors read. We who are continue now accepting to make articles the Link for the Winter edition and we want ALL YOUR GOOD NEWS! If such a great read. As always, the Link is as good as its contributors, you have a piece of editorial for this edition, please send it in as so please keep your articles coming in. The next edition will soon as possible. be the Winter edition, and the deadline for receipt of articles, and The advertising deadline for bookings, copy is is 75 December Please If you have your a new articles innovation, to a great case study, If an you opinion would that like has to to discuss be shared a then piece please you can either your call words me to at me the at office, me: loretta. I hope you enjoy this edition of the Link, and I look forward to seeing I hope many you enjoy of you this at conference edition. I look in November. forward to hearing from Loretta you and MacInnes, to seeing many of you in November at Conference. Editor Loretta MacInnes, Editor thelink Media Information Articles We welcome your contributions from short good news stories, case studies and member news, to detailed opinion pieces and features. your news, views and concerns to by the deadlines below. Advertising If you have a new product or service that you would like to promote to a highly targeted telecare and telehealth audience, full information relating to advertising rates, as well as to website advertising for job vacancies and tenders is available from TSA Members Services or telephone Deadlines for next editions are: Winter 2012/13 Copy date for articles: 7 December 2012 Booking date for advertisements: 7 December 2012 Supply of advertising copy to printers: 4 January 2013 Publication date: 21 January 2013 Spring 2013 Copy date for articles: 11 March 2013 Booking date for advertisements: 11 March 2013 Supply of advertising copy to printers: 5 April 2013 Publication date: 22 April 2013 Link disclaimer The opinions expressed in the individual articles in this publication do not necessarily represent the views of the Telecare Services Association or indeed the formal policy of the contributor s organisation. Data and information contained in any article or advertisement cannot be, and has not been, checked or verified by TSA. The Association cannot accept responsibility for any actions or decisions taken by readers based on any of the content of this publication. Copyright Notice thelink and its contents are the copyright of the Association. The contents of thelink may be reproduced by TSA members provided articles are copied in full and their origination is acknowledged. Designed by Blue Sky Commercial Art thelink 3

4 Chance favours the prepared mind Alyson Bell, Chair There has never been a better time to determine how integration of telecare & telehealth into the mix of Health and Social Care can deliver better outcomes for customers. Caring for our future the Governments white paper to reform Care and Support demonstrates that the government has understood the message from the Health Select Committee that a well funded, fully integrated system of care, support, health, housing and other services is essential not just to provide high quality support for individuals, carers and families but also to provide good value to the exchequer and the tax payer. The challenges facing public sector and the NHS over the coming years are significant and the need for efficiency and innovation is greater than ever. There is an urgent need to look for innovative cost effective service delivery models to support people outside of the traditional hospital environment that is more efficient, dynamic and radically reduces local, regional and national bureaucracy and cost. As the Coalition Government begins to further develop its policy framework to take us forward for the next five years, TSA will be working more closely with government and national bodies to ensure that the views and perspectives of the telecare and telehealth sector, and the vulnerable people that it supports, are represented and understood. My work with the TSA board and staff team over the summer has involved a number of staff and board away days focusing on establishing clear purpose, direction and vision for the next 3 years. It is essential that our vision can support our members and the industry to change the landscape to support a more integrated future for us all. The TSA vision is to work with members through these changing and challenging times to lead the transition of services and support the growth of the telecare and telehealth market place. What will success look like? Success will look different to all of us. Some may want to sustain and grow their existing business, some may want to take advantage of the changing market place and re-think the way services are delivered. No matter what your vision is for the future of your business, together we first need to understand what support you as members need in order to fulfil your dreams and continue to make your business a success. One of our key priorities is to understand how you, our membership, would like us to lead and represent you. We need to establish: what currently works well and needs to continue; what is not working and needs to stop; and finally, what are we not doing that we could be, to allow you to continually develop and grow. In order for us to find the answers to these fundamental questions, we are proposing to develop a membership and key stakeholder engagement strategy. This will include encouraging you all as members to take a lead role as key stakeholders and actively involving you as well giving you regular opportunities to give us feedback. There will be an opportunity for you at conference to consider our proposed vision, mission and key priorities for the next 3 years by giving us your views and recommendations. For those of you who are not attending conference there will be opportunities for you to share your views through regional forums and our website. For us to realise our future direction to deliver innovative and cost effective services at scale, the challenge is for us to stop being dictated by the radical changes that are happening and turn this into an opportunity by proactively leading the transformation of service delivery. We can achieve this by working with the government and national bodies to share what our services can provide and demonstrate the positive impact our services have on individual s lives. The TSA s aspiring vision is to work together with you our members to: Create a society where people of all ages choose Telecare and Telehealth to enrich everyday life. As chair I am really looking forward to hearing your views and making sure the TSA is fit for purpose so it can be the vehicle to support you to get to where ever you want to go. We can help each other to realise our vision for the future and like Louis Pasteur said Chance favours the prepared mind. Alyson Bell, Chair thelink 4

5 Faster, Higher, Stronger The Olympics motto Faster, Higher, Stronger has been the inspiration for many this year in London Both for the athletes and those of us who have been enthralled and captivated by the events of the Olympics and Paralympics. Most, if not all of us with have a special memory, and most are very unlikely to ever experience an event or time like that again. Maybe your lasting memory will be Mo Farah winning his second gold, Jonnie Peacock winning the Paralympics 100 metres, or the excitement and colour of one of the opening ceremonies. Both of the games ended with a record haul of medals for Team GB. But it might have been so different. Trevor Single, Chief Executive Remember the first three days of the games when no gold medal for Team GB was forthcoming! Even the Daily Telegraph ran a headline When will Team GB win a gold medal?. And then finally the gold medal drought ended with Heather Stanning and Helen Glover storming to victory in the final of the women s pairs at Eton Dorney. Everyone rejoiced and by the end of the Olympic Games, with 29 gold and a total of 65 medals, we had put all that doubt behind us. Does something sound familiar about the sequence of events and reactions during the Olympics? Think back to the start of the games. An initial high expectation about what could be achieved by Team GB. The media producing reports that predicted great success. Then when the medal rush did not occur the doubters starting making suggestions that maybe Team GB was not as good as predicted; maybe the conditions/crowd support did not help our athletes. But then finally something clicked and the medals count started racking up. Perhaps not the best analogy, but the outcome of the Whole System Demonstrator projects has been similar. Lots of fanfare at the start, with great headline results from the three pilot sites, and a commitment from Department of Health and industry to bring telecare and telehealth to three million new users. And then the doubters come in with questions over the validity of the pilots, uncertainty over actual financial savings that can be made, and delays in getting the research published. But like Team GB we will triumph in the end and see telecare and telehealth reaching millions of users across the UK. The change will come, but it will not be easy. A lot of commitment and preparation is necessary to bring telecare and telehealth to a much greater number of users. We are starting to see the academic papers being released that drill deep down into every aspect of the pilots and provide valuable information can enable services and the way they are delivered to be refined and enhanced. And we still await the telecare results from the pilots. It is a pity that all the emphasis has been on producing the telehealth data and that telecare has been treated like a poor relation. But we already know that telecare works so the results, when they do finally emerge from the darkest corners of the researchers notebooks, should provide the confirming evidence and the assurance to really grow these services. Using the words of the Olympics once more, the telecare and telehealth market will grow Faster than ever before, the number of users benefitting from services and gaining enhanced independence and support will get much Higher, and our industry will collectively be much Stronger as a result. Many people still think of telecare and telehealth as technology (or a box) in the home that makes life or a health condition more manageable. But that is wrong! It is a means, an enabler, for transforming the way health and care services are provided by using technology and services to enhance lives through greater independence, and permit users to exercise choice and greater control of their lives. Telecare and telehealth can transform health and social care services provided to individuals, and enhance their lives. That is why we have taken Tranforming Services, Enhancing Lives as our conference theme this year. Conference will explore how services can and have to be transformed, how individuals can be put at the centre of this change, and what are the benefits for commissioners, users, and carers. The conference team have pulled out all the stops, and are burning the midnight oil, to ensure that this is the best and biggest conference yet. Preparations are well underway and we already have more exhibitors than last year s record number. The array of plenary speakers and workshops is intended to cover all aspects of our industry, and challenging issues to be debated, chewed over and resolved, have been set for each day. I am delighted that Fiona Philips, the broadcaster and author, is chairing our main day. Fiona made such an impact and a bond with the delegates two years ago when she spoke of the challenges and trials she had faced as first her mother and then father were diagnosed with Alzheimer s. So it will be great to have her back, chairing and steering a challenging programme. The UK leads the world in the development of telecare and telehealth, and conference promises to round off this year s celebrations in glorious style. Team GB turned doubt into glory. We have to do the same. Trevor Single, Chief Executive thelink 5

6 member news Peaks & Plains TrustLink Customer is Torchbearer Peaks & Plains Housing Trust in Macclesfield was delighted to support one of our TrustLink customers, Linda Roche, who carried the Olympic flame through Macclesfield on May 31st this year. Being a torchbearer is obviously a great honour and is one that was well deserved by Linda. She has been a wheelchair user all her life, but has never let that limit her. As a child she took part in school sports, and this led to her joining a local sports club, getting involved in athletics and eventually being chosen to compete in the 1984 Paralympic Games. The Paralympic Games were meant to be taking place in the USA, but funding problems meant that it ended up being relocated to Stoke Mandeville. Competitors had to raise their own funding and the athletes village was a local primary school. Linda spent her time sleeping on a camp bed under a classroom blackboard, a far cry from the accommodation laid on in 2012! Despite this the games were a great success, and are considered by many as the start of the huge Paralympics we hold now. Linda was a very successful athlete, and in fact held her track record for several years until it was broken by world famous Dame Tanni Grey Thompson. She is a qualified badminton coach and a community ambassador for school sports. Linda is also a member of the Trust s Resident Challenge Group, a group of tenants who oversee resident involvement at the housing association. She lives in one of the Trust s supported housing schemes, and although she lives a very independent life, she relies upon the TrustLink service for peace of mind in case of emergencies. TrustLink Services Manager, Dianne Hutter, says We were absolutely delighted to learn that Linda was taking part in the Torch Relay, and our staff lined the streets on the day to cheer her on. Linda is a real example to us all of what can be achieved with determination. Not only has she not let her own disability stop her, she also makes a really positive contribution to her wider community. She s a fantastic choice for a Torchbearer! Linda proudly holds her torch on the morning of the Torch Relay. OBE for buddi founder The founder of buddi, Sara Murray, was awarded an OBE for services to entrepreneurship and innovation in the Queen s Birthday Honours in June. The accolade topped off a busy start to 2012 after the Duke of York, Prince Andrew, paid a visit to the buddi headquarters in Aylesbury in March, and the company was also named as a winner in the Design Council and Department of Health s Living Well with Dementia challenge. buddi is a mobile personal alarm system that provides assistance wherever and whenever it s needed. It helps active and independent people stay that way for longer. It works through a GPS satellite tracking device - the size of a matchbox - which allows the wearer s exact location to be pinpointed anywhere in the world. buddi is being used by more than 100 councils across the UK, allowing vulnerable groups such as dementia patients to remain independent and stay in their own homes for longer. The service enables family, friends and carers of a buddi user to check their location by logging onto the company website or by calling or texting the response team, who are available 24 hours a day, seven days a week. Sara is thrilled to have been awarded an OBE, and said: I m very flattered, and it s great that I ve been recognised for my entrepreneurship and innovation. Earlier this year, Prince Andrew also gave his seal of approval to the company, when he was given a tour around the headquarters to find out more about the technology behind the service, and its various features including the automatic fall alert and push button emergency alarm, which offers peace of mind to vulnerable people. In the Living Well with Dementia challenge, buddi designed an innovative wristband that provides user identification, personal monitoring and emergency alerts to help people living with dementia. The discreet and waterproof design was named as one of five ideas which will become a reality thanks to a share of a 360,000 grant from the Design Council. The buddi team worked with designer Sebastian Conran and plans to produce the wristband in several colours. To avoid battery replacement and daily charging, the wristband will be fitted with the most powerful rechargeable battery possible and is designed to be power-efficient. It is expected to be available in thelink 6

7 innovation Yorkshire Family s First Yorkshire family is first in world to benefit from intelligent, simple and flexible telecare solution that supports people in retaining their independence Tunstall Healthcare, the Yorkshire-based world leading provider of telehealth and telecare, has launched its next-generation telecare solution, Lifeline Vi. The new solution builds on the success of the Lifeline range which has sold over two million units globally in the last five years and enables providers to support a wide range of care requirements in their local communities. A Yorkshire family is the first in the world to benefit from the new solution. The first unit has been delivered to Wakefield and District Housing (WDH) and installed in the home of WDH Care Link customer, Anthony Weaver, to provide essential support for him and his family. It will enable personalised care and risk management for older people and those with long-term needs, allowing them to live independently at home for as long as possible. Developed with extensive input and insight from the organisations customers including many of the UK s leading local authorities and housing associations, it reflects the demand for an advanced, flexible yet easy-to-use telecare solution. With its comprehensive range of sensors, this innovative solution monitors home environments unobtrusively for any events or emergencies. If a problem is detected, the unit raises a local audible alarm, and communicates with a 24-hour monitoring centre so that the appropriate response can be quickly taken. Martyn Durant, Service Director for WDH, said: We ve worked in partnership with Tunstall to develop the Lifeline Vi for our Care Link customers and I m delighted that they will be the first people to benefit from the new product. The units new functions will help support the needs of our customers even further, helping them and their carers to feel safe, confident and in control of their day-today lives. The new innovative technology will also help us to work better with our partners in health and social care to modernise the way services are provided Anthony Weaver, 35, has had the first of these products installed in his home. A shrapnel injury he received while serving in the armed forces means that Anthony has some mobility issues and suffers seizures. He has been using a Lifeline and personal alarm pendant for the past two years, so he is able to raise an alert if his family are not in the house. He said: Telecare has changed my whole family s life, not just mine: my kids have a better understanding of my illness, and my wife has been able to return to full-time work. It s given me and my family real peace of mind, knowing that there s always support on hand if ever I have any problems. I m really pleased to be the first in the world to have this installed, it s new design and features make it even easier to use than before. The new unit has an integral ambient temperature sensor with configurable high and low range settings, to help ensure that a comfortable, safe temperature is maintained in a person s home. The unit also features a built-in reminder facility, which prompts the user about key information, such as the correct time to take medication, through automatic messages. Users can tailor each message and catalogue them as daily, weekly or monthly reminders. The unit s enhanced Virtual Sensor functionality enables a proactive, intelligent response to any alerts raised by telecare sensors in the home. For example, if a person gets out of bed in the middle of the night and doesn t return in a pre-set time interval, the unit can interrogate other sensors in the property to establish if the person is simply making a hot drink, or if they have fallen and need urgent help. The unit also includes a range of advanced features to ensure the safety of users, and to reduce maintenance and running costs for service providers. Andrew Weaver and children thelink 7

8 Telecare How telecare makes the difference for Mick Before the snapshot of my daily life, in this case a Tuesday, I would like to give you a brief insight of how/what gets me to this point in my life. It was 2002 I was in my ideal job a Regional Manager for a brick company, meeting with architects/builders and builders merchants getting bricks specified for new building developments up and down the East of England. I was based in a small sub office in Wakefield, West Yorkshire and had a team of people matching bricks to existing building so the extensions matched; it was more fun than it sounds. Move to March 02, I wasn t well that day and went to the Doctors. He sent me to hospital for tests as my speech was slurred and I felt confused nothing new for me... Within an hour I was on my way home from hospital nothing shown up on the tests. I still felt off it but carried on as normal. The slurring stopped a few days later but I felt tired all the time. On the morning of 13/4/02 I woke feeling like I had a heavy weight on my chest, so I got dressed bought some indigestion remedies from the shop and just felt worse. A very long story short I had, HAD a heart attack; drove from Leeds to Tameside Hospital and with it came another. That was the start of the downward spiral of my health getting worse to a point in 2007 where I was sat in Tameside Hospital waiting to be taken home and by this time I had:- Heart Failure... inoperable Stage 3 liver Failure Kidney Failure Spinal Stenosis... inoperable Diabetes (type 2) Carpel tunnel syndrome (no feeling in either hand) Chronic Generalised Arthritis Massive Fluid Retention And a list as long as my arm of non life threatening things such as Cellulitus (both lower legs) side effect of heart failure Lymphodemia (both lower legs) Only a few months earlier I was told Michael you were on empty now you are running on fumes! The list is endless of worn out parts, the person who suffered most of all was my son Mike he called every day on his way to work and on his way home...for years. As my health was on free-fall and the housing officer offered me a place in a care home. I was only 52!!!! I was ready at that point to stop having my son run his life around mine and basically go into care. Talk about a 1 minute to midnight reprieve... I was waiting to be collected from a hospital stay in Tameside Hospital and was waiting in the Hartshead Coffee shop, I saw the brochure for the Community Response Team. Within 5 minutes I had read it and was on the phone right there in the shop it took all of another 5 minute call to start the ball rolling. Within hours of that call one of the team came out THE SAME DAY and set me up my initial pendant. To keep me safe at home my equipment from the Community Response Team to date consists of:- 1. Falls Pendant 2. Standard Pendant. 3. Low Temperature Sensor 4. Smoke Alarm 5. Carousel Medication Dispenser (it holds between 19 to 23 TYPES of medication) 6. Rediplug Remote and 3 sensor switches 7. Key-safe Also various community team members have had strong input into carpet and floor covering types to help me avoid falls when not in my power-chair, most definitely doing far more than the job description says for sure!! The above 1 to 7 items in my case have become pro-active helping me AVOID many falls and missing meds. For example, while sat at the computer for hours as I do, it WAS quite normal for me to wake up falling of the chair...that has stopped thanks to the falls pendant making a racket as my seated angle gets to about 60 degrees. The carousel keeps me in a regular routine as I eat something each time the meds are due. The low temperature is vital as I feel no hot or cold in my hands or legs/feet. The standard wrist pendant is on all day long, even if I am out in the gardens it still guards me the range is excellent. thelink 8

9 Telecare A Day in the life of... Mick Burkhill AN AVERAGE TUESDAY 07:00 Carousel Medication Alarm wakes me up. Ouch!...instant pain in spine and main joints, that s me fully awake! Elevate the bed and take my morning medication struggle, there are so many. Put my falls pendant or my standard wrist button on. 07:15 Meds start to work. Twiz out of bed...this is agony. Pass my smile mirror. A mandatory smile as I pass my hall mirror well I am here for another day after all!!! On my way through the front room using my rediplug remote the TV is switched on. In the kitchen, button 2 switches my laptop on and button 3 switches the kettle on. It takes up to an hour for heart/mobility meds start to kick in. Meanwhile I do my diabetic check. It s a bit high (normal for me with my legs infected that has been ongoing for 3 years) Have my ready brek yes in late 50s and still on youngster s food (lol) while watching the news from the kitchen. 08:30 My brother Lee arrives/or my son Mike, depending on his shift pattern. We have another cuppa. I get washed, put my bionics on (joke): knee braces, wrist sprint and today it s the back brace. It looks so complex but it goes on easy with help and takes a fair bit of pain away. 09:30 The meds are fully working now and the chronic pain is bearable. Just finish my 3rd cuppa and off to the Primary Care in Ashton to the complex wound clinic for both leg dressings. Almost forgot to take off the falls pendant and wrist button they have been part of my daily life since Sept :00 Legs feel lots better now, so it s up the road, park the car while my brother drops the ramps and out comes the power chair... freedom!!! We nip in and out of a few shops, use the huge back bag on the chair as a truck and get the food and bits for another week that don t come via the internet monthly supermarket shop. 12:00 Meds time (again), the carousel is making a racket until the meds are tipped and taken. This is an excuse for a cuppa at one of the market stalls... not that I need an excuse. Just have a light snack to keep the diabetes happy. 13:00 Back to the car. How lucky I am having the hand controls. I feel like I ve had a beating and all that I have done is use the chairs joystick and chatted a lot... no, a very, very lot to people. It s barely 1.5 miles to back home a few push/pulls of the car accelerator and home we land. In two years not once have the floor pedals been used, its so odd how we adapt as parts of us wear out. For sure, less of me works as each month goes by at least there are things to take over my broken/ worn out bits, and keep me safe. That way I feel so fortunate. 13:30 Home, wow this body is hurting and tired... a good time for a cuppa... ready plug 3 into action. On goes both the pendant and wrist alarms and off come the back brace and knee splints ahhhhh. 14:00 Time to test one of my gizmo s... the machine itself is tested today and as always, answered quickly and politely. 14:30 Every week, in exchange for all my brother Lee does for me, he gets computer lessons and his tea a couple of nights. This works well for us both and while I elevate my legs he gets stuck in to a few little projects, updates his Facebook and generally catches up with his football gossip. 17:00 The Carousel is making a racket time for a meds boost by now the pain is almost unbearable. The oven is warm. Lee makes the cuppa s, plus one teapot for me later to avoid me burning myself. The pizzas take barely 10 mins (my own concoction I like more cheese and Lee is a pepperoni fan). Tea is over and done in no time. 18:00 Lee goes home after making sure everything is put away. I sit with my legs up and have a few hours sorting my s, look on ebay for gizmos and watch TV. Somehow the hours fly by and it s almost time for my night time meds. 21:00 The carousel makes its racket and this time it s close at hand on my tea trolley. This is when I feel most vulnerable; my system is full of powerful medication and a trip or to nod off sitting up would happen very easily. Most nights the falls pendant will start its racket as I start to nod sitting up, so the first hint of that happening it s off to bed for me. 23:00 No near misses tonight. Very lucky so not to push myself too far, so it s off with the Rediplug s and off to bed. Hang up my pendants next to the bed and watch a bit of TV on my tablet until I start to tire. WELL THAT S ALL FOLKS... YOU DIDNT EXPECT ME TO PUT GOING TO THE LOO DID YOU!!! Best Wishes Mick. Michael R Burkhill thelink 9

10 Weighty Measures or The Importance of KPIs Judging by the current debate, a significant proportion of health care professionals the UK are not convinced by the findings of the Whole Systems Demonstrator in terms of the benefits of telehealth from a clinical and cost efficiency perspective. Even when the full results are published, there is the risk that sceptics will not be compelled and will see the findings as out-of-date or irrelevant because they do not reflect a real-world model. Intuitively we can see that telehealth is part of the solution to enable the cost savings needed by the NHS, to meet the QIPP agenda, help clinicians manage an increasing workload, give patients more control to manage their own health and deliver better clinical outcomes. The outputs need to be quantified to demonstrate beyond doubt that telehealth works for the benefit of the health system and patients. The sustainability of telehealth as a service can only come from demonstrating that the savings made are more than the cost of the service. Measurement points should be built into all deployments of telehealth, to be effective from initial installation, so that tangible evidence can be given to commissioners as the service progresses. Soon there will be guidelines against which cost effectiveness for disease groups can be compared and we should be ready with evidence of real-life savings. This is the challenge Portsdown Group Practice has undertaken, partnering with Imperial College London to evaluate a live telehealth service. Early results will be published soon which should provide the evidence base so highly sought after and allow those that have been holding back to take action. The confidence that we can deliver an effective, sustainable service needs to be inspired now. To discuss measuring the success of your telehealth deployments, call Hannah on or Follow us Visit us John Dyson - CEO of Telehealth Solutions

11 Transforming Services, Enhancing Lives A fitting title indeed for a conference that comes almost one year to the day after the launch of 3millionlives. A year that has seen the profile of telecare and telehealth raised to reflect the importance of these services: 1. In terms of offering choice to individuals who wish to maintain independence and dignity in the face of health conditions, age related issues, increased vulnerability or personal safety 2. In offering choice to health, social care and housing practicioners, to ensure their patients, or service users, are receiving the best possible solution to fully meet their individual needs But there is still some way to go. To fulfill the aim of 3millionlives, to enable at least 3 million more people who would benefit from telecare or telehealth to access these services over the next five years, there needs to be a transformation in the way health and social care services are procured, prescribed or offered, and delivered. No easy task, but one that is being tackled by a partnership across government, health, social care, housing, industry and third sector stakeholders. This year the International Telecare and Telehealth Conference 2012 will be held in Birmingham at the Hilton Birmingham Metropole on November, and will hear what progress is being made in this drive toward transformation. We will hear from key policy leaders across the key sectors and find out how much there is still to do. We are delighted that Sarah Pickup, President of ADASS, will be at conference on Monday to give the input from adult social services. The move of public health into local authorities moves the prevention agenda to the fore and telecare, and telehealth, have a vital role to play. Stephen Johnson, Deputy Director, Head of Long Term Conditions and Urgent & Emergency Care, and Angela Single, Chair of the 3millionlives Industry Working Group, will update us on 3millionlives and how health and industry are working to make progress toward the overall aims. Telecare and telehealth services must be focused on the needs of the individual, and personal choice is central to any good quality service development. We welcome back Fiona Philips as Chair for Tuesday, and look forward to the panel debate that will pose the question: Can telecare and telehealth really facilitate a transformation in services? We will hear how carers benefit from Helena Herklots, Chief Executive of Carers UK, and have an individual s prospective from Mick Burkhill (featured in this edition of the Link) who will form part of the question and answer session with Helena and Fiona Philips on Tuesday morning. Mick will also be speaking in the Self Care Zone. Fiona Philips The Self Care Zone is a new addition to the Exhibition Zone, and delegates will have a chance to hear how telecare and telehealth have made an impact on the lives of individuals who have used these services. We look forward to many innovative product and service launches, displays and discussions at this the largest specialist telecare and telehealth exhibition in Europe. As the industry develops, our conference grows and develops to reflect these changes. It is no easy task to keep on top of this with the small team at TSA, but we somehow manage, and my thanks go to the whole team as we work through one of our busiest times of the year. Conference wouldn t be possible without the help and support of our main event sponsors. Without their support, conference would be almost impossible to put on, and our sincere thanks go to each one of this year s sponsors for commiting early in the planning process to the key industry event. Each of main event sponsors are featured over the next eight pages of the Link. They are all leaders in their field, and we look forward to their input at the event. If you would like any further information about conference, please contact TSA Member Services: or see our website: We look forward to seeing many of you in November. Loretta MacInnes thelink 11

12 conference sponsor Verklizan the real name for Novalarm Novalarm is a trading name which we have been using since we established Verklizan Ltd as the UK subsidiary of the Verklizan group, back in Since then, we have seen huge growth in our businesses throughout Europe. Verklizan has become the market leader for monitoring systems in The Netherlands, Germany, Belgium and Austria and we continue to grow every year. There are now over 800,000 people being monitored by 260 organisations using our UMO monitoring platform in 14 countries. Verklizan has become the recognized name across these countries for providing innovative and universally interoperable software for monitoring telecare, telehealth, video, lone worker and mobile devices. Here in the UK, the time is now right for us to leave our trading name behind and reveal our true identity: Verklizan. The name Verklizan was created by the Dutch engineers who first set up the company in The Netherlands back in 1983, most of whom still manage the business today. They combined parts of their surnames to make the name Verklizan. One question I am often asked is how to pronounce Verklizan. As a guide, Ver rhymes with fur, kli sounds like the start of clip and zan rhymes with man. As our business has evolved, so has our identity. The same Verklizan logo will be used across the world, with the same focus in each country: intelligent software for monitoring centres. We help our customers to grow, using UMO to develop their own innovative services at the forefront of telecare and telehealth monitoring. A fundamental part of our global approach is to provide high-quality, open platforms with integrity. We do not compete with device Paul Shead Managing Director Verklizan Ltd manufacturers, we only provide monitoring systems. This allows us to actively cooperate with the vast majority of other suppliers to ensure interoperability, using open communication protocols wherever possible and bespoke protocols only when necessary. IP alarms the future is NOW In 2007, the first IP (Internet Protocol) telecare alarm calls were received by UMO monitoring centres in The Netherlands. The IP alarm units were connected to broadband in the client s home, making calls over the internet directly to UMO. This method of communication brought new advantages: very quick call connection times, free calls, and the ability to have an always on connection. This latter function allows the monitoring centre to regularly poll the device to check they are still there, still connected, and still working. Since then, we have connected IP alarm devices from several manufacturers to UMO, and we have been working with the TSA NOW IP group to develop the NOW IP open protocol standard. This could be considered as the IP equivalent to the BS8521, the common protocol used over the public telephone networks. Successful test calls have already been made between suppliers using this standard, so you can expect to see a new range of IP alarms in the near future, all interoperable with UMO Save money and gain flexibility with SIP It is not only alarm calls that can be handled using IP protocols and IP telephony. In 2011 we were proud to announce UMO as the first monitoring platform to provide full SIP connectivity, allowing monitoring centres to break away from the constraints of using analogue and ISDN lines. SIP trunks are the latest way to make and receive telephone calls, with excellent audio quality, fast call connection times, greater flexibility and lower costs. In addition, we have tested several telecare protocols and established that many alarm units can communicate using a normal telephone line in the client s home calling into a monitoring centre using a SIP trunk to receive the calls. With SIP, you can have any number anywhere you can be in London and publish a Paris number. You can also take your number when you move. Capacity can be increased or decreased quickly no more having to order additional lines to be installed that you have to keep for a year or more. The cost savings are significant when comparing to traditional telephone lines and with SIP comes great flexibility for diverting, call routing and disaster recovery. Many of the approaches and business models used by our customers in other countries could be very interesting for local authorities, the NHS, housing associations and other telecare and telehealth service providers in the UK just look at our website for further information. thelink 12

13 conference sponsor Tynetec s Wrist Worn Fall Detector Leading in Innovation Let s start with some basic statistics around falls 35% of people over 65 will experience at least one fall in the next year In the over 80s age group that rises to 45% Falls are usually the result of a combination of factors, some of which can be changed to lower the risks but some of which the individual has to live with 1% of all falls results in a fractured neck of femur 5% of falls result in a fracture of some kind for the individual the mean length of stay for fractures in hospital is 19 days for older people 40% of all care home admissions have falls as a primary reason for admission For those of us who are looking to technology to support the management of falls or even to predict or detect that a fall or stumble has occurred, there are often major criticisms raised around the functionality of products currently available in today s marketplace. This may in essence be due to legacy products that have not performed as well as initially expected, or it may be down to a simple lack of customer / market research being carried out prior to the product being released into the market. Fall detection however is a complex subject and vulnerable people can fall in a variety of different ways. Some may accelerate as they fall in a forward motion whilst others could simply slump or fall from a chair. A person s frame will also create further variables in terms of their weight or height so flexibility in sensitivity and operation modes must be a key consideration when developing such mechanisms to monitor fall situations. Here at Tynetec, we have always worked closely with telecare service providers and service users alike to ensure we ve the right mix of technology driven innovation combined with the correct functionality to ensure a simple and most effective assistive technology solution. Some of the most common concerns with fall detectors were highlighted as being: - Wearability of the device belt worn is often difficult for females to wear (additional pouch required) wrist worn needs to be easy for a person with dexterity problems to fit to their wrist False alarms may be experienced where sensitivity adjustment is not available where a device needs to be placed upright when not in use where a belt worn device is attached to clothing and not to the body Cancellation of alarms where a user has fallen but due to movement the alarm call has been cancelled e.g. a person scrambling to get back on their feet e.g. a person suffering from a seizure Battery management life of a fall detector battery has historically been 6 12 months Tynetec s belt worn fall detector has always been acknowledged as being the most technically advanced in the market. Not only does it provide alarm calls when a fall is detected but it can also provide preventative information which can be analysed by carers or falls specialists. After conducting a countrywide series of development forums with a vast array of service providers, it was highlighted that a wrist worn solution was required, with sensitivity adjustment, different modes of operation and with the ability to determine whether a user had actually recovered from a fall situation by determining that they were no longer on the floor and cancelling the call before it was transmitted to the monitoring centre. Tynetec decided to take the latest product and feed it through their Innovation Centre and the result is a wrist worn fall detector that uses advanced multi directional movement, temperature and barometric pressure measurements to detect a variety of different fall states. Main features of the new Tynetec wrist worn fall detector: - Pressure sensor for determining a user s change in height Multi directional movement and impact detection Can be worn on the wrist or on a belt Enhanced battery life of 2-3 years (typical) 5 sensitivity settings and different modes of operation Alarm and event logging for reactive and preventative applications Auto cancellation feature (can be enabled or disabled) Reassurance vibration on fall detection For further information or to request a demonstration please contact Tynetec on or visit You can also find us within the Exhibitor Zone at this year s TSA Conference. thelink 13

14 conference sponsor Blackburn with Darwen Borough Council Realises Significant Cost Savings with Mainstreamed Telehealthcare Service Telehealthcare service from Tunstall helps to deliver 2.2m in cost savings in combination with Reablement and reduce unnecessary residential care admissions through improved independence Highlights Total net savings achieved for telecare and reablement 2.2 million in Residential care admissions reduced by 18% in Telecare users have risen from 60 to 1,000 in 18 months Integrated telehealthcare programme has been introduced with joint funding from the Council (telecare), and the PCT (telehealth) with joint infrastructure for which the cost is shared equally Demand management programme progressing with acute sector The challenge Blackburn with Darwen Borough Council is ranked as the 17th most deprived Local Authority in England out of 354 on the Index of Multiple Deprivation 2007, and the area faces some significant demographic challenges in the future with an ageing population, high rates of admission to residential care and increasing numbers of people with dementia. The Council needed to address these issues in order to manage current and future demand, and improve outcomes for local people. At the same time, budget efficiencies meant considerable savings needed to be made from the social care budget. Background The North West Joint Improvement Partnership (JIP) (since superseded by Transition Alliance) was formed to drive improvement in social care commissioning and outcomes, health and wellbeing. Working in partnership with a range of local organisations, including the NHS, from 2009, it began to examine a range of options to support the delivery of continuously improving Adult Social Care, including the use of technology. Following examination of delivery models in other areas, Blackburn with Darwen Council set objectives for supporting more people to remain independent at home by increasing its own use of telehealthcare. Aims Increase the number of telecare users from 60 to 1,800 within three years Reduce/delay residential care admissions Incorporate telecare into the reablement process to reduce re-admissions to hospital Provide support to carers, improving their health and wellbeing Achieve overall savings of 1.9m The adult social care department was charged with making efficiencies of 6.6 million (the equivalent of 15% of the controllable spend) during the financial year, making the need to deliver better for less even more pressing. Solution Working in partnership with Tunstall and Care Services Efficiency Delivery programme (CSED), the Council put in place a hearts and minds engagement programme for stakeholders, identifying barriers to the successful implementation of the telecare service and putting in place plans to overcome them. Real life case examples were used as a powerful way of illustrating the benefits and impact of telecare to a wide and diverse range of stakeholders. The change management programme also included an exercise to ensure the referral system was simple and easy to use and that associated processes such as assessment, installation and review were simple, transparent and robust. It was also vital to integrate telecare into the community reablement process and rapid response service, creating a universally accessible service. Results The number of telecare service users in Blackburn with Darwen has increased from 60 to 1,000 in little over 18 months. The Council undertook a robust evaluation of the service which covered the year period 30 June 2008 to 30 August 2010, and 114 service users in receipt of telecare, of which thirty four received no other services. In considering the outcome of telecare, 56% (64) of installations are purely to support prevention, either on top of an existing care package or provided to people who would have received no other services. In these instances there would be no immediate alternative to telecare. Telecare provided to the remaining 50 people avoided the escalation of care as follows: 1 escalation of 24 hour care 2 residential/nursing continuing health care 1 increase in day care 29 home care 2 nursing care 13 residential care 2 escalation of supported living The service has built upon these positive initial results, and the latest evaluation shows that residential care admissions have been reduced by 18% (or equivalent to 57 people) in 2011/12. Total net savings achieved are 2.2 million, 300,000 over the target set, made up of 1.4 million savings from the telecare and reablement service and a further 800,000 saved solely as a result of the telecare service. Phase 2 Following the proven success of the telecare project, the Council took the decision to extend the service, and sought a partner who could offer telecare, telehealth and monitoring as part of a fully managed, largescale service. Tunstall was successful in this bid because of its track record of providing a solution which delivers all aspects of a successful telehealthcare programme using its Tunstall LifeCare managed service model. The service commenced on 1 April 2012 and aims to: Deliver telecare to a total of 1,800 people over 3 years Provide telehealth to 85 people over 2 years, ultimately supporting several hundred The integrated telehealthcare service is joint-funded, with the Council financing the telecare equipment element and NHS Blackburn with Darwen Teaching Care Trust Plus financing telehealth, but the infrastructure is jointly managed and funded in order to ensure a holistic service to the end user. To read the full case study visit As a partner, Tunstall has proven that it is not only about the equipment, but about how you implement a service from the ground up and understand what needs to be done in order to change the culture of care hearts and minds as well as process. Our new telehealthcare service will help us remain fit for purpose over the medium to long term through an integrated service that provides a seamless experience for the user and allows us to increase the scale of delivery even further. Steve Tingle, Director of Adult Commissioning and Personalisation, Adult Services, Blackburn with Darwen Borough Council. thelink 14

15 conference sponsor Standing firm on the argument for telehealth is vital Keith Nurcombe, managing director of O2 Health, makes a rallying call to all telehealth supporters. Telehealth significantly reduces mortality rates, emergency admissions, A&E visits, elective admissions, bed days and costs. Furthermore, 86 per cent of those with a condition express a desire to take more of a self care role in managing their health. Yet as we get closer to seeing telehealth rolled out across the majority of the UK there seems to be a growing worry about its implementation. We re far from crisis point, but unless we continue to argue the case for telehealth and promote the evidence available we will allow detractors to win. That s why I read with worry in early September that the Nuffield Trust s Adam Steventon one of the lead investigators behind the WSD had claimed he doubted the safety of telehealth. He was quoted in the press saying A study done very recently which looked at patients with multiple chronic conditions found that more deaths were associated with telehealth than the control group. This is worrying, but as I read it, despite the negative headlines that ensued, he is just stating that not all the evidence agrees and there is a wealth of evidence showing the exact opposite. Yet once out in the open, his comments have spurred on those who oppose the technology. In contrast, I would argue that a seemingly negative trial outcome is not a reason to slam down the shutters on the use of remote and mobile patient monitoring. Far from it if anything it s a reason to understand the challenges and then address them. It is absolutely right to be cautious when it comes to patient safety. Nothing is more important when introducing new technologies and innovations. As a vendor, more than any other organisation, we need to be 100 per cent sure that the products and services being offered to the health and social care sector meet the very high standards demanded of them. That s exactly why we are working in partnership with care providers to get it right. With that in mind, we ve been running a number of pilots with organisations across the country with the aim of understanding exactly how we can support better outcomes. North Somerset Community Partnership, a social enterprise commissioned by the NHS to provide Community Healthcare to the population of North Somerset, is one of those we are working with. It is in the process of introducing telehealth to 30 patients with COPD to see how it impacts on patient experience and community nurse caseloads. While we are still in the early stages, there have been a number of key learning points throughout the pilot all of which will help us refine and improve our approach. The number one message from this trial is that clinical and patient engagement is pivotal to the success of the technology. Understandably, without the support and buy-in of those who will benefit most, it will never work. This makes it ever more important to keep arguing the case in the public sphere while ensuring users are involved in the planning and implementation so that the technology is built specifically to support them from the outset. It is equally important to give patients the assurance that telehealth does not replace existing clinical services but complements them. Overall, it seems that education is as important in the implementation as any other factor. This pilot and so many other trials point to a positive impact but only if people are on-side and not swayed by negative views. With that in mind, to let the outcome of one trial derail the overall objective of better patient care is irresponsible just as ignoring negative outcomes would also be irresponsible. The key is to keep a calm head, take into account all the evidence and ensure patients and their needs and safety are at the heart of how telehealth is rolled out. What we cannot do is allow alarmist views and opportunist use of evidence to derail the aims of the 3 Million Lives (3ML) initiative and its supporters. If that happens, we will have failed patients, failed practitioners and done nothing to help address the financial black hole facing the NHS. As we know, it is widely accepted that owing to an ageing population, the number of people in England with a long-term condition is set to rise by 23 per cent over the next 25 years and with it, so will the demand for assistive rather than curative care. With the Government tasked to find 20bn of efficiency savings by 2014/2015, standing firm on the case for telehealth is vital. I look forward to the continuing fight, and I for one will be in the vanguard. Be armed with the evidence The Whole System Demonstrator remains the key opinion-leading evidence base for telehealth and shows that the technology can achieve the following results: 45% reduction in mortality rates 20% reduction in emergency admissions 15% reduction in A&E visits 14% reduction in elective admissions 14% reduction in bed days 8% reduction in tariff costs thelink 15

16 benchmarking m-care Providing Support and Advice, Whenever and Wherever it s needed What is m-care? m-care is the provision of assistance, support and advice services to clients in their own homes AND out in the community as they go about their normal daily lives. Clients are able to use their own mobile phone to alert the 24/7 Response Centre if they need help. How easy is it to use? m-care is very simple. Anyone who uses a mobile phone can use m-care by simply pressing a speed dial number on their mobile handset to contact their 24/7 Response Centre. The call will be presented to the centre operators in a similar manner to a typical telecare call, showing clearly the call is from a mobile phone, and a normal two way conversation can then take place. If SMS text is the preferred method of communication, this is also an option. This may be of real benefit if the client has a hearing impairment. Who is it for? m-care can support any vulnerable person in the community, who already has a mobile phone. It is the simplest way to provide cost effective 24/7 professional support, advice and reassurance services as the mobile phone is already part of their normal daily lifestyle. m-care clients are generally less vulnerable than a typical telecare user, however it can still bring the same real client benefits, including; Increased confidence Reduced anxiety Greater Independence Improved quality of life and well-being The list of people that could benefit from m-care is extensive, including:- Informal carers (especially young carers looking after a parent) When making an m-care call from a standard mobile phone, this is viewed as an alarm call at the Response Centre and will be managed in that way. Therefore there are no worries about engaged telephone lines or waiting for long periods of time for an answer when an urgent response is required. Younger People with Learning Difficulties/ Physical Difficulties Young people may benefit from knowing they have access to a support line 24/7 when at home or out in the community, when using a mobile phone. People with Hearing Impairments Those people who may not have been able to benefit from telecare due to hearing difficulties, are now able to communicate to and from the Response Centre via Text message. Domestic Violence Victims Calls for help can be made at the touch of a button from a mobile phone. The Response Centre will already be aware of the client s history and their level of risk. People with Early Onset Dementia If required it is possible for a caller s location to be made available to the Response Centre Operator. This feature can easily be integrated into the solution utilising readily available mobile phones with inbuilt GPS location features. Vulnerable Adults without a Fixed Telephone Landline Some adults may prefer to use a mobile phone as no expensive quarterly line rental costs. Hospital Discharge Those recently discharged from hospital may need the m-care support and advice service quickly. As there is no need to worry about a landline, this allows rapid deployment. No Additional Buttons or Hardware Required Anyone who would prefer to quickly access support and advice when necessary, without the need for additional telecare technology or the need to wear a pendant due to the vulnerable image it may portray. Features Standard Mobile Phone Application* - m-care allows Answer-link 3G to receive incoming calls from any standard mobile phone Efficient Management of Calls All m-care calls are received and managed as alarm calls at the Response Centre and not general telephone calls, despite coming in from a standard mobile phone Messaging Facility Available SMS text messaging (both sending and receiving) is available to all users of the Response Centre. Tracking History of all SMS messages are logged and recorded GPS Location Finder An in-built GPS location finder available for more vulnerable clients Standard Mobile Phones A range of cost effective standard mobile phones can be provided if the client does not already have a mobile phone Benefits Easy to set up and use with the facility of speed dial numbers Easy integration of this support network into a client s daily life with minimum disruption Nothing new to learn as the mobile phone is already part of their normal daily lifestyle Early intervention, engaging with clients/ patients much earlier. As m-care client s needs evolve, this allows the early introduction of more advanced monitoring services e.g. telecare No hidden away alarm buttons or pendants which get little use Wider range of potential users are able to benefit, including younger people or the deaf No badge of vulnerability stigma associated with the use of a mobile phone m-care Summary m-care allows the use of mobile phones to extend 24/7 support, advice and reassurance services to far more people. Any vulnerable person in the community may benefit from m-care. By introducing the concept of m-care at an early stage and as a part of a normal healthy life, this allows for a greater uptake and adoption of the more bespoke Telecare services available in later life. With GPs now involved in the commissioning of services, it is possible for them to prescribe more early intervention services, engaging the patient much earlier in their Care Plan. Contact Details I would be happy to discuss the m-care concept with fellow TSA members. Please me at: or call me on thelink 16

17 Finding a cure for pilot addiction: BT s vision to take Telehealth mainstream Fionnuala Furmston, Client Partner, BT Health There is no denying that an ageing population, an increase in people suffering long term conditions and financial austerity combine to present one of the biggest challenges to the sustainability of the current system of healthcare in the UK. As a result of these pressures healthcare organisations are looking for new ways to manage long term conditions like diabetes and heart disease which allow patients to maintain their quality of life with reduced dependency on expensive systems of care such as hospitals and home visits. At BT, we believe that Telehealth and Telecare have the potential to address this need and make a real difference in the delivery of healthcare. By empowering patients to help manage their own conditions, telehealth gives them more control of their own wellbeing at the same time as cutting costs by reducing hospital admissions and home visits. Numerous pilots have shown that telehealth can transform the lives of people with chronic conditions and generate efficiency savings. In 2010 our organisation helped NHS Wakefield demonstrate the benefits of telehealth for management of chronic heart failure. An interactive personal health application allowed patients to self-monitor their vital signs along with key data like blood pressure and weight. Rather than travelling to hospital or receiving home visits, this information was sent over their home broadband connection for a remote care team to analyse. The in-built video conferencing application gave patients peace of mind allowing them to speak to their doctors without having to set foot outdoors. The pilot was judged a success by all indicators. Patients in Wakefield reported having a new lease of life and were reassured that if their condition worsened it would be detected immediately. Reducing the need for home visits also allowed nurses to use their time more productively. During the trial three nurses in Wakefield increased their patient workload from 144 to 180. The headline findings of the UK s Whole System Demonstrator trials, published in December 2011, showed that in addition to the clear patient benefits, telehealth services are costeffective and could provide a fourteen per cent reduction in bed days and an eight per cent reduction in tariff costs. Telehealth services on a small scale have been around in the UK for more than 10 years and have proved successful. It is now time to move beyond these pilots and rollout telehealth on a large scale. We understand that evidence of patient benefits and economic efficiency alone isn t enough to lead to the widespread adoption of telehealth. There must be political buy in, new organisational structures and integration of new methods into everyday practices. This is why we are supporting the 3millionlives initiative chaired by Angela Single, Clinical Director at BT. We are committed to working with partners in government and industry to develop the market and remove barriers to delivery to make telehealth and telecare a reality. We are using the experience of rolling out the N3 network across the NHS and leveraging existing broadband connections, mobile connectivity and our skilled engineering workforce to help implement telehealth infrastructure on an industrial scale. But despite the obvious need for a national implementation of telehealth, it is our view that there is no one size fits all solution to what is a complex area with a wide range of patient needs and conditions. Each telehealth conference sponsor deployment must fit with the lifestyle and expectations of the individual and take into account their confidence with technology. We know that what works for a technologically savvy young person with type one diabetes isn t suitable for an elderly, house bound patient with type two diabetes. This is why we have developed technology which provides a flexible platform for people to maintain their lifestyles and choose which devices they use. By working with a number of partners to offer a range of solutions, we can give meaningful choice and tailor the platform to the needs of users. BT s vision for telehealth is to manage this mass-customisation through an integrated platform with a single access portal for clinicians to provide a coherent view of the populations they serve. We know that to be implemented on the necessary scale, telehealth must be delivered as a service which means organisations can finance it on a pay as you go basis, without the need for capital investment. The organisation will also manage the integration of suppliers and the robustness of the technology, leaving hospitals free to focus on their patients. We understand that creating a successful telehealth system is about much more than implementing the necessary technology. It requires redesigning organisations and processes and changing the behaviour of practitioners and patients. We can help by providing training and support to engage clinicians, patients and carers. We can also advise health organisations on changes in clinical pathways which are critical to successfully implementing telehealth. In addition to this, the technology itself is a crucial element and we offer a managed package of infrastructure, management systems and end user devices which can be scaled to a national level. Only this way will we reach the point where telehealth becomes such a routine part of NHS practice that it is almost invisible and its benefits are felt by 3 million people and beyond. We are looking forward to the TSA event to share our latest developments with customers and collaborate with like minded organisations to make this vision a reality. thelink 17

18 benchmarking By Ileana Welte 2012 is turning out to be a defining year for integrated care strategies incorporating telehealth and telecare technologies. The 3 Million Lives campaign was launched on the back of the initial results from the Whole System Demonstrator Project with the goal of bringing technology enabled integrated care to 3 million UK citizens by It is an exciting and interesting time in the UK as key stakeholders work together to move telehealth and other enabling technologies into accepted care management practice. Currently, the NHS spends 70% of its budget on the 15m people who have one or more longterm conditions. With our ageing population, patient numbers are expected to grow by 23% over the next 20 years. This volume coupled with resource and financially constrained systems will drive transformation in the delivery of healthcare to chronically ill citizens. Bosch Healthcare embedded telehealth solutions have two key areas of focus: 1) to improve the efficiency and effectiveness of clinical staff with risk-stratified, actionable health data, and 2) to provide patients with improved self-management skills through a combination of education and behaviour modification with dynamic feedback. There are now over 40 publications that demonstrate the effects of the Bosch telehealth system: improvements to quality metrics, clinical outcomes (including a reduction in mortality), patient satisfaction and financial results. These studies have produced consistent results that map to the findings of the Whole System Demonstrator with the added detail of statistically significant savings across every study. Commissioning and deploying telehealth and telecare at scale is a critical element of the solution required to meet quality and cost savings goals for patients and the NHS. There is now extensive evidence both in the UK and around the world that provides the business case for widespread implementation of telehealth and other technologies in care coordination programmes. Using Bosch Healthcare telehealth solutions produces significant improvements in quality and clinical outcomes in global health systems. Our experience includes the NHS, the US Veterans Administration (22 million veterans), Medicare (the US programme that covers healthcare costs for 44 million people over the age of 65) and major insurers in the Netherlands, Japan, Germany and Spain. Our unique approach to telehealth creates connections between patients, their carers and GPs. These are two way connections and go far beyond the more traditional vital signs measurement modalities. High level results from the WSDs are a key driver in the creation of the 3 Million Lives campaign leading to heightened awareness of the benefits of care coordination solutions that include telehealth and telecare. Bosch Healthcare is a founding sponsor of the 3 Million Lives industry group and looks forward to working with the various stakeholders in the Department of Health, the NHS, and the clinical and patient communities to create integrated solutions to serve patients with chronic illness. To help drive the policy debate and stakeholder engagement forward, Bosch Healthcare has launched a new campaign this year called Connecting Communities. The campaign is focused on bringing together progressive current thinking to take a look at the barriers for uptake to telehealth models and to highlight and connect the good practice programmes that are underway around the UK. The central focus of the campaign has been a series of roundtable discussions with NHS commissioners, clinicians, policy makers, journalists and charities. These discussions have helped draw attention to the role that telehealth can play in delivering improved care for patients with a range of long-term and chronic conditions. So what needs to happen in 2013? At Bosch Healthcare a key message is that all industry partners as well as the Department of Health and the emerging NHS Commissioning Board need to understand that the benefit of using telehealth is not about just collecting vital sign data. For telehealth technology to work, it must be embedded in care pathways that are designed for patients with long term conditions. It should comprise of a range of interventions including coaching and telecare. Our experience has reinforced our beliefs that improved clinical outcomes and quality improvements for patients are driven by better informed clinicians and improved patient self-management skills. Understanding the complexities and variables within care pathways is central to delivering this this is what Connecting Communities is helping us to decipher. The NHS Commissioning Board has a significant role to play in ensuring that technology is widely adopted as an extender of accepted and standard practice. Bosch Healthcare will continue to reinforce that message to the Commissioning Board and we hope that commissioners and health care providers are given clear messages that telehealth related services are key to delivering quality, co-ordinated care for patients with long term conditions. Our vision of the future of health care is one in which, where appropriate, patients can be continuously monitored in a nonintrusive way for their biometric signs and observed behaviours, and actively monitored for subjective symptoms, compliance with prescribed therapeutic regimes, and knowledge of their condition. This flow of knowledge will enable healthcare professionals to provide preventative, proactive care that will keep patients healthier and reduce unexpected problems and complications. I have never believed that telehealth is simply about purchasing kit and installing a device. Instead it is about understanding care pathways and delivering a tailored model of care that incorporates technology as required. Therefore Connecting Communities is also engaging directly with the healthcare community to ask them what is needed in order to achieve this. Latest news and ways to get involved are available at www. and I urge you become part of a conversation that is helping to shape the debate. thelink 18

19 conference sponsor Saving lives and resources with managed homecare Managed homecare is the buzz-term currently hovering around health and social care services. The reason isn t surprising. While the number of people living with long-term conditions continues to rise, the evidence suggests 70 per cent could be successfully monitored remotely, significantly reducing GP and hospital visits. The Government has signalled its commitment to increase the uptake of teleheath and telecare services from a few thousand to three million in five years. Air Products Healthcare is a member of the 3millionlives initiative between the industry and the Department of Health, and is at the forefront of this shift in care, designing and providing managed homecare services and monitoring the results. Expectations are high, with anticipated reductions of 45% mortality rates, 20% emergency admissions and 15% A&E visits. Added to this is an expected increase in patients being satisfied with care that allows them to remain independent in their home for longer, safe in the knowledge that they are being looked after through remote monitoring. Solihull trials Two trials of a managed telehealth service are underway in Solihull and they are providing more valuable evidence of the benefits to patients and the health service. Solihull Primary Care Trust and Heart of England community services are running two pilots of a fully managed home monitoring service. Both trials integrate the supply of equipment with comprehensive patient and clinical support to deliver the best possible outcomes. In the same way that Air Products other homecare services are focused around delivering high quality customer service and patient care, its managed telehealth service centres on the delivery of telehealth rather than the technology. The care comes first, explains Telehealth Manager Shawn Lainchbury. It s what has earned us independent recognition as the best-in-class homecare provider we see the technology as simply the enabler. The service has therefore been designed to ensure that patients who need regular monitoring are not just given a device and expected to get on with it. Instead, care is taken to ensure that patients are familiar and confident with the technology. This is essential not only for the patient, and to ensure nothing is overlooked or missed, but also for clinicians, who must be freed up to do the job they are trained for without having to worry about providing technical support and patient adherence. Patient and clinical training is supported by an installation programme for Docobo s HealthHubTM, as well as a 24 hour support line where patients and their carers can access technical support to guide them through the process. Advanced technical triage is also available seven days a week, ensuring all the information escalated to the clinical teams is valid and relevant. In the first of the two trials, COPD patients with conditions such as asthma, pneumonia, bronchitis, and emphysema are self-monitoring vital signs such as temperature and pulse oximetry. These are then securely uploaded using the data system, which can be remotely accessed by the community respiratory teams. An Air Products Healthcare team also triages the system regularly and informs clinicians with verified alerts if there are any changes in a patient s condition that might need further action. The ability to access verified information about a patient s condition via managed telehealth is allowing medical professionals to prescribe the right treatment quickly and accurately, said Lead Respiratory Nurse Specialist, Sandy Walmsley. Patients are more assured knowing we are able to keep an eye on them and then spend time face to face talking about their condition and treatment rather than dealing with non-clinical telehealth issues and installation. A further proof of concept trial is being conducted with the Solihull Virtual Ward North. According to Cecily Harper, Clinical Lead for the Heart of England Foundation Trust virtual ward, it had struggled to discharge patients, but the telehealth service is supporting a phased discharge programme. Patients are kept on the ward for a month until they get used to telehealth. They are then discharged on telehealth for two months, followed by a complete discharge. So far during the trial clinicians have been alerted to a patient s deteriorating condition on three occasions and have been able to administer antibiotics or steroids at home, helping avoid further readmission to hospital. The beauty of a managed service is that if a clinician gets an alert they know it s been verified; it s something they need to act on and is not irrelevant time wasting data, states Shawn Lainchbury. One of the other key benefits of a managed service is the continued support for patients. Patients get to know the monitoring staff and they like speaking to someone on a regular basis and that s very beneficial, adds Cecily Harper. And in turn this frees up valuable clinical time. We only get involved when they red alert, which is how it should be, she explained. It s valuable if we choose the right patients, the right parameters, and the right monitoring. Solihull patient Daphne Kirsch was one of the patients to benefit from a trial. It s hugely reassuring to know that someone is keeping an eye on how I m feeling. To be able to monitor my own health from home is very helpful and I have a much better idea of my condition. I really think this could help lots of people in a similar situation to me. thelink 19

20 benchmarking Understanding how to improve on excellence. It is well documented that the telecare/telehealth market is going to grow substantially. 3millionlives is a tangible vision for growth that has been publicly acknowledged and supported by all stakeholders. Combining this with the many technology based developments that are going to push the range and quality of services delivered to new extremes, it is an exciting time for service providers. This opportunity does not come without some risk and potential difficulty. The challenge faced by many organisations is one of being able to change the operation to one that can sustain this growth whilst retaining efficiency, effectiveness and probably most importantly the values associated with these services. Martin Jukes, Managing Director Later this year, Mpathy Plus supported by TSA will be launching the very first benchmarking/survey exercise in the UK for Telecare/Telehealth response centres. For the last seven years Mpathy Plus has completed a similar exercise for contact centres in the social housing sector with really good feedback from participants. This has been particularly helpful for organisations that are developing new or wider services, undergoing significant growth or simply looking to perform as best in class. We use the term benchmarking/survey as not all data or information that we collect is directly comparable. Indeed, some organisations that have been re-engineered through lean thinking would avoid benchmarking but would really like to see the information that surveys of this nature provide. Benchmarking should be an investment in improvement. To maximise this investment, organisations should assess their current position and determine where they want or need to be. By extracting the key findings from comparators, it is a simpler process to identify the areas for improvement and implement those changes. Benchmarking is often misunderstood with insufficient benefit realisation from the process. It will not tell you the answer but it will show what is possible and what others are doing. We report the benefits of benchmarking as enabling: Operational comparison at a detailed level Provision of external data in support of Business Cases Ability to measure performance against peers Identification of best practice Identification of emerging trends Routes of improvement The findings will support Senior Managers in making key decisions at both operational and strategic levels. This will be an essential input for those organizations that are developing and growing to meet the opportunities presented in the future. The report will contain a detailed analysis of all findings, including how they relate to each other and will help to develop a better understanding of strengths, weaknesses, opportunities and threats. Importantly Benchmarking does not replace or conflict with the TSA Member Survey currently undertaken as this is designed to trend data only. Mpathy Plus promotes a balanced approach to continuous improvement. The measures that we believe are important include operational standards, customer experience, staff attitude, best practice sharing and value for money. Providing too much focus on one of these will impact the overall service. The benchmarking survey will have clear links to all of the required elements. The Mpathy Plus Continuous Improvement Suite In the forthcoming survey process we will be focusing on gathering information in the following broad areas: Context and background size, type, geography of organisation, contact details, etc Inbound and outbound contact volumetrics Complaints Administrative activities/other communications Service delivery technology, systems, data management, management tools, reporting, opening hours, etc Resourcing levels numbers, shift patterns, salaries, fully loaded costs, benefits, utilisation of staff, absence, etc Business performance and management KPIs, customer satisfaction, call recording, etc Priorities and issues. The survey itself is comprehensive and completed through a secure online portal with reports available to download following analysis. The findings of the survey will be presented in: A detailed summary report based on a full analysis of all data including previous years. The report contains graphs, tables and diagrams presenting the findings together with detailed analysis and commentary from Mpathy Plus Findings segmented by size of organisation, type of contact centre, organisation type and geographic area to enable specific comparison where required A personalised report with participants own data compared to other organisations A datasheet containing the data entered against some specific questions to enable quartile analysis to meet organisations individual needs. The organsiation is able to undertake a greater level of analysis of individual participants data and present an overview together with developing an improvement plan. Clients that have undertaken this additional exercise have benefitted from this independent review of findings, which is based upon practical experience across many sectors. We are really looking forward to delivering this benchmarking survey. We know from our experience that it will be particularly helpful for those organizations that want to improve and face the challenges and opportunities that Telecare/Telehealth will offer. thelink 20

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