You First Telecare and Customer Call Service The Journey so far The Journey Ahead

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1 You First Telecare and Customer Call Service The Journey so far The Journey Ahead Sarah Wyke Head of Neighbourhoods and Independent Living TSA Forum 10 July 2012

2 The Organisation Stock transferred from Stafford Borough Council (SBC) February 2006 Own and manage 5,600 homes Employs 176 staff Apprenticeship Scheme / Training Academy

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5 You First Who are We? 18 x Independent Living Schemes Extra Care Scheme QAF A Specialist Scheme Learning & Physical Disability 600+ Alarm Linked properties Telecare Installation 24 hour Customer Call service Aids & Adaptations Service

6 Independent Living

7 Telecare & Customer Call The Journey so far The service commenced 25 years ago as part of the local Council, it transferred to SARH in Mini Review October 2010 TSA Accreditation 1,700 connections to over 7,000 by July 2011 Increased from 1 to 2 districts Updated to PNC6 quicker response/live services Review of DR New Partnerships Provision of 24 hour customer technical support (Telecare products)

8 The Journey so far Corporate customers lone working ASB reporting line Repairs reporting & response Aids and Adaptations Box of Trix Mobile units (GSM) Health Tour Demonstrations / Awareness Vulnerable Adults training Personal Support Plans Risk assessment

9 The Telecare Customer Journey Referral Telephone Conversation Demo signposting opportunity Install Later Plan and risk assess Monthly Pendant checks Install Now 98% 2 wk visit = support needs signposting Review of Support Plan 8 week visit EVERY 8 weeks

10 Partnerships Work Assistive Technology (AT) Enabler role jointly funded between SARH and Social Care & Health Stakeholder Group Fire Service, GP s, Stafford Hospital Mobile Health Checks South Staffordshire district Adult Protection Accredited Trainers Health & Wellbeing Board / CCG

11 Outcomes Focused Neighbourhood & Community Lifestyle Enablement Community Support Community safety initiatives, including distraction burglary Locality based community development Intergenerational work Active ageing initiatives Public health messages, including diet & smoking Peer health mentoring Intermediate care services Enablement services developed from home care Self care programmes Integrated or co-located teams and/or networks Case finding and case management of complex cases Timely Discharge Hospital in-reach and step down pathways Post discharge support, settling in and proactive phone contact OUTCOMES: Improved quality of life Increased choice and control Economic wellbeing Improved health and emotional well-being Making a positive contribution Freedom from discrimination or harassment Maintaining personal dignity and respect

12 Telecare Services Association Crystal Awards 2011 Meet Paul and Millie Our success is built around innovative ways of working and providing alternative solutions for customers

13 Case Study Kirsten 44 years (has a young family) Severe Epilepsy Falls Detector Epilepsy Sensor Smoke Alarm 8 weekly support visit Medication stabilised through monitoring

14 Value For Money SARH s You First Service offers 3 simple key areas that provide real savings for partner agencies, these include a 24 hour Customer Call, Telecare Installation and Aids and Adaptations services. 24 Hour Customer Call Calls Received = 5,317 Telecare Installation Calls Received = 1,539 Aids and Adaptations Services 5,317 requests for Ambulances 2,356 were sent through to Ambulance Saving approx. 740k in call outs 1,539 calls from smoke & fire alarms 122 were sent through to the Fire Service Saving approx. 350k in call outs 400k committed per year until 2016

15 The Journey Ahead Try Before you Lease Scheme Continuation of Enabling Role Community Wellbeing Centre Responder service (24 hour) Provide a Telehealth Service across Stafford & South Staffordshire Provide Options for Residential Homes/Hospitals Improved Website Health and Wellbeing Euro standards.

16 How will we achieve this..? To continue to work in strong Partnerships delivering meaningful outcomes by : Agreeing key priorities Agreeing who is best placed to deliver specific actions Agreeing measurable outcomes Avoiding duplication Reduce time wasted by improved communication Provide better VFM services, sharing resources Making use of effective prevention tools Promote independence, make use of person centred planning Provide support where it is needed most Provide secure, decent and efficient homes

17 Contact Details Sarah Wyke, Head of Neighbourhoods & Independent Living Stafford and Rural Homes The Rurals, 1 Parker Court Staffordshire Technology Park Beaconside, Stafford ST18 0WP Freephone