Jontek

Case Studies
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Bield Response 24

Bield Response 24 benefit from Automated Reassurance & Reminder Service

Background

Bield Response 24 (BR24) is a Telecare Monitoring Centre providing installation and monitoring of Telecare services to approximately 23,000 service users. BR24 was established in 1988 to support tenants of Bield Housing & Care. However, they now also provide additional services such as Out Of Hours Repairs, Fire Alarm Monitoring, a Medical Reminder service and a Safe Walking GPS monitoring system. BR24 do not have their own response service however, they work closely with other organisations which are called to respond when required.

Additional Details

Due to the growing number of developments involved, the Retirement Housing Manager was no longer able to call all their tenants each morning, but BR24 still wanted to give tenants the choice of support regarding receiving reassurance calls.They also wanted a service that was easy to use, manageable from a Telecare Monitoring Centre and flexible, so that the service user could be called on their landline or mobile phone as they wish.

BR24 contacted Jontek, the company behind Answerlink; the Assisted Living Alarm Monitoring and Response Centre platform. As they already had the Jontek call handling system in place, BR24 enquired about the automated Reassurance and Reminder service within Answerlink. After discussing the benefits of Jontek software and having no other third parties involved, BR24 chose to integrate Answerlink into their current setup to keep their system very simple as they didn’t need to duplicate the database, and they can make changes instantly as and when required.

The most notable benefit of Answerlink has been the reduction in BR24 staff time required to undertake daily calls. Previously, each morning, a member of staff would need to be present on site to complete the calls. Now if staff shortages arise, it is not imperative to get someone on site in the morning to make these calls as they take place automatically. BR24 clients now have the choice if they would like a call or not, and if they have a mobile phone, this can also be used which allows them to be out and about.

There were initially 83 tenants across 19 developments making use of the service, but another 36 developments phasing from Sheltered Housing to Retirement Housing ensured a significant increase in those numbers. The tenants find the service very easy to use and have commented on how quick it is to respond by simply pressing a button.

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Darlington Borough Council

Darlington Borough Council establish ‘outcome’ based evidence of Incident Reporting

Background

Darlington Borough Council ‘Lifeline Services’ provides installation, monitoring and response to approximately 3,500 clients, 24 hours a day, 365 days a year. They also provide out of hours cover for housing and repairs. The Lifeline Service manages and responds to some calls which are ‘incidents’ and may require a prompt action and response.

Additional Details

The Lifeline Services management team were keen to establish ‘outcome’ based evidence relating to the number of incidents which they manage and the detail behind these incidents. Lifeline Services were looking for a solution to allow them to fully understand, manage, monitor and report on all aspects of the incident calls which will allow the service to work more effectively and monitor the costs and benefits of the service in place.

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Southampton City Council

Southampton City Council choose Answerlink

Background

Southampton City Council Careline Services provide the installation, monitoring and response to approximately 9,000 clients, 24 hours a day, 365 days a year. They also provide monitoring for Portsmouth City Council and a few smaller Registered Social Landlords Southampton were moving to new premises and it was also time to upgrade, so they saw this as the perfect opportunity to review their current monitoring centre solution and to research other solutions which were available. The solution needed to suit all of Southampton’s requirements, to be within budget, with a view to moving the service forward into the future in ways that would benefit them as a service provider.

Additional Details

Southampton spent a lot of time looking at what was on the market and spent almost a year both researching products and finally writing the specification, it was a crucial part of the process to ensure the spec detailed what was really required for their future service provision. Southampton went out to tender through the Government’s Procurement Service. They reviewed products available and ensured a level playing field by providing all bidders with equal opportunities and demonstration requirements. Southampton rated systems based on 60% quality and 40% price.

After this thorough and fair process, Jontek were awarded the contract. Southampton had involved a number of different Stakeholders in the review process, including both operators and management teams. The operators found the Answer-link system very user friendly and the management team were impressed by the extensive reporting functionality available.

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Newham Network Telecare

Newham reduce paper and storage space with Network Document Management

Background

Newham Network Telecare Services supports those service users in the community who are older, vulnerable or those with disabilities. The 24/7 alarm monitoring and emergency response service supports people to remain independent within their own home. Newham Network currently supports over 9,000 clients living in Newham, Waltham Forest, Havering and other local boroughs who use a range of telecare equipment.

Additional Details

There have been many changes since they began operating as a small team within Newham Council in 1989. They have drastically increased their client base and expanded their offices, and have continued to develop the service throughout this time. Throughout these changes, the team has remained dedicated to supporting their clients and pride ourselves themselves on always being there.

The vision for the Newham Network Service was to manage the service as efficiently as possible, with the support of a document management system. This would allow a reduction in the amount of manual paperwork and storage and ensure that all forms are kept up to date, in a central electronic location, to be accessed in a quick and effective manner.

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North East Lincolnshire Carelink

Carelink use m-Care to effectively monitor clients

Background

North East Lincolnshire Carelink is a charity organisation providing the installation and monitoring of Telecare services to approximately 5,000 clients.

Following a day at one of the Jontek road shows, they were very interested in a new concept to monitor clients using standard mobile phone technology. This new functionality could address various issues such as Lone Working and the ability to ‘plug the gap’ for clients who were previously unable to receive an alarm service because they didn’t have a land line.