Telecare - Assistive Technology

Frequently asked questions

What is Telecare?

Telecare is the term given to a range of equipment that can be easily installed in your home to monitor your safety and well-being. The monitors are very discreet and unobtrusive. Telecare could help you remain more independent and in your own home, for longer.

How can Telecare help service users and carers?

Telecare can provide a safety net and reassurance for you, knowing that the monitors are automatically linked to a specialist team, who are alerted when one of your sensors is activated. Assistance can then be given quickly by the call centre, your key holders, a care worker or emergency services.

Some people may find that Telecare gives themselves and their carers, extra peace of mind when, for example:

Coming out of hospital
If they have a dementia and are prone to leaving the gas on or wandering outside during the night
People who want to live in their own homes for as long as possible rather than going into residential care homes
To provide carers with more support and freedom in their caring role
People who have long term conditions and would normally have lots of admissions to hospital

How does Telecare work?

Telecare monitors are installed in your home and you do not have to activate them in an emergency, Telecare means they automatically raise the alarm for you. Examples of monitors include those which can detect:

Smoke and floods
Carbon monoxide and natural gas
Heat or cold extremes
When a person has gone outside in the night
If a person has had a fall
If the person is safely in bed or sitting in a chair
Reminding to take medication
Automatically turn on a lamp if you get out of bed

If a monitor goes off, a call centre representative will immediately contact you through the equipment and assist you in the most appropriate way.

How can I access Telecare services?

An assessment and discussion with your care manager will determine whether Telecare is suitable to meet your eligible needs and which sensors will meet these health and social care needs in the best way. The Telecare service will be reviewed in the same way that a care package is reviewed.

How much will Telecare cost me?

At this time the service is being provided free of charge to meet the eligible needs of people as a part of this project. There may be a charge in the future, if Telecare proves successful in maintaining people's independence.

Who provides the Telecare service in Barking and Dagenham?

Your Telecare monitors are installed by the borough's installation service and then linked up to the call centre which is contracted to provide this service for Telecare. Mobile response is provided by family, neighbour, friend and care worker where necessary.

What if I no longer wish to receive the Telecare service?

A review of your care package in the usual way will determine whether Telecare is still meeting your needs. If it is not, then the installation service will come and remove the equipment from your home.

If I injure myself and a sensor is set off, how will I know if help is on its way?

If one of your Telecare sensors is activated, then the call centre will take the following steps:

The specialist call centre staff will talk to you through your Lifeline to find out what has happened

If you are alright, then they will take no further action
If you require assistance or if you do not respond, the Call Centre staff will summon assistance:
- Call Centre staff will telephone the emergency services (999)
- Call Centre staff will telephone the key-holder
- Call Centre staff will contact our response service who will visit to see if they can assist (this needs to be signed up for)

Who provides the response service when Telecare call centre is contacted?

Your key holding next of kin or neighbour would normally be contacted. For some adults though, we can arrange for trained care workers to visit - this needs to be signed up for. In some situations the call centre will call the emergency services on 999.

Is Telecare equipment easy to use?

Most of the sensors are passive, which means that they will go off automatically and alert the call centre, should you find yourself in a vulnerable position. The falls monitor has to be worn though.

What happens if I set off a sensor by accident and it goes through to the call centre?

Don't worry. The call centre will check that you are safe. They will also need to check at regular intervals, that all your Telecare equipment is working safely by working with you to set off a sensor every now and again. Also, the call centre will automatically be informed if a sensor is malfunctioning and an engineer will be sent out as soon as possible to fix it.

What if there is a problem or fault with the Telecare monitors?

Test calls made by the call centre on a regular basis will verify any faults. They will also be able to tell if a monitor requires new batteries. If you think there is a fault with any of the equipment yourself, you can contact the call centre by pressing your pendant.

How do I get more information about Telecare?

You can obtain more information from your care manager or at the address shown.