WHAT’S NEW? PROACTIVE PATHWAY TO
DIGITAL SWITCHOVER Digital Switchover is on the horizon for all care providers bringing opportunities to reimagine service offerings and to deliver efficiencies.
There is some urgency, with analogue telephone networks being upgraded to digital Voice over Internet Protocol (VoIP) networks over the next few years, ahead of full Digital Switchover in 2025.
The care, housing and health sectors are all connected; many care providers are redefining their organisation’s digital vision in view of Switchover, including reviewing the ageing hard-wired alarm and door entry systems that need replacing.
Working alongside Saffron Housing Trust, who are ahead of the curve in preparation for Switchover, Alertacall is focusing on reimagining sheltered and supported housing, helping older and higher needs customers to maintain independent living by increasing levels of digital engagement, tackling any potential feelings of isolation and loneliness.
The Norfolk-based social landlord has taken proactive steps to move away from hardwired alarm systems by partnering with Alertacall to deliver a more efficient service.
Saffron has introduced Alertacall’s touchscreen across 230 of its homes in its supported housing schemes, replacing dated hardwired alarm systems as part of its commitment to upgrade technology.
TWO-WAY COMMUNICATION WITH OKEACHDAY
As part of the service, residents receive a specially developed device, including the option of a touchscreen, each installed with an ‘OKEachDay’ button, providing daily contact for customers. Residents press the ‘OKEachDay’ button to confirm their wellbeing, to pick up news and information from their care provider, or they can opt to receive a call from a highly trained member of Alertacall’s dedicated Contact Centre. The touchscreen has a simple to use interface and is fitted with an any network SIM card, so no WiFi is required to deliver the service.
OKEachDay is based upon the principle that by increasing contact in a way the customer controls, instead of providing a reactive service, it becomes possible to gain a more thorough understanding of changing needs.
This two-way communication with customers is crucial when considering the future of care and the older person offer, with feelings of social isolation and loneliness being exacerbated by the pandemic.
The touchscreens enable digitally enhanced contact 365 days a year, providing greater flexibility for residents with how they engage with their service as well as enhanced insights into the changing needs of customers based on service interactions.
The move has enabled Saffron to avoid expensive upgrades to hardwired alarms systems. Furthermore, the new system enables ongoing savings through the more efficient use of staff time, offering its customers greater flexibility by taking a
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proactive approach, and enabling them to engage digitally with their landlords.
Hannah Harvey, Executive Director - Operations, Saffron Housing Trust, said: “We wanted to re-define our housing service for older people and replace ageing hardwired equipment with a more digitally progressive system, one which was not only more cost-effective but would offer tenants and staff more functionality. We opted for the Alertacall service and haven't looked back. The transition to the service was seamless and feedback from tenants has been overwhelmingly positive.
“The service has helped our team to proactively identify any issues relating to property or tenancy, significantly improved communication and given tenants greater flexibility in how they engage with their housing service. Decommissioning the hardwired system and using the touchscreen from Alertacall has actually enabled us to retain more supported stock, which we would have lost due to their location and given that upgrading the hardwired system was prohibitively expensive.”
DIGITAL ENGAGEMENT
The OKEachDay service combines digital engagement and personal contact with residents with higher needs providing enhanced delivery, enabling contact with an expert team who care. The technology enables residents to live independently, as well as providing a tailor-made service to customers, connecting eight of Saffron’s supported housing schemes.
During Covid lockdowns, Saffron’s housing management teams have been able to send out regular updates to tenants, enabling two-way digital communication with many colleagues working from home.
The technology records digital and contact centre interactions which are available in real-time via secure online reporting, enabling access to a range of information. This service has a low weekly fee, with no setup, maintenance or capital costs; the solution can form the basis of an alternative to expensive hardwired systems for care providers and comes with a free- repairs reporting app as well as a range of additional service options, including sensors, dispersed alarms, WiFi deployment, video calling and door entry integration.
www.alertacall.com
www.tomorrowscare.co.uk
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