Council launches pioneering digital telecare partnership

Published 26 November 2021

We've become the first local authority in Scotland to form a partnership with health and telecare system specialists Enovation to use their fully cloud-based platform for their alarm receiving centre.

Telecare, also known as a community alarm, provides a link from a resident's home to a 24 response centre based within our community safety control room. The alarm allows the user to call for help in an emergency at the touch of a button.

We are responsible for the call handling of East Renfrewshire's Telecare Service, whilst the Health and Social Care Partnership (HSCP) manage the response team who attend the user's home when the alarm is raised.

As early as 2023, telephone companies in the UK are switching off analogue telephone services and replacing it with digital internet-based technology, so in order to enable us to continue to provide the Telecare call handling service to over 3,000 residents, sourcing compatible and future-proof call centre technology was vital.

We've partnered with Enovation - a leading European provider, active in over 18 countries with experience across hospitals, GPs, home and elderly care, and alarm centres, monitoring the wellbeing of over 1.4 million telecare users.

Convener for Community Services & Community Safety, Councillor Colm Merrick said: 'The call handling for Telecare is an essential part of the service as it supports some of our most vulnerable residents. I am delighted that we have this pioneering new partnership in place that will ensure a smooth transition and continued service as we move from analogue to digital. The new system is in line with our aim of being a modern, ambitious Council and I am in no doubt that our residents will reap the benefits of this improved, digital service.'

Convener for Health and Social Care, Councillor Caroline Bamforth said: 'The Council call handlers play a key role in our Telecare response service as they work hand in hand with our responders to provide this essential service. Telecare is just one of the ways the HSCP supports residents to live at home independently, with calls answered and responders available 24/7, 365 days a year. I am delighted that this new, state of the art system will be in place well ahead of the analogue switch-off, ensuring the service is fit for purpose.'

Service users and their relatives have been contacted over the past year to let them know about the change and how it will affect them. If you or someone you know is a telecare user and there has been a change to your phone or internet service, or if you have any concerns, call 0141 800 7192, or activate the alarm, and the team will be able to help.

If you think you or a loved one could benefit from Telecare, go to www.eastrenfrewshire.gov.uk/telecare.