FAQs
Q. Do I need to understand the technology to operate the equipment?
A. No - you need only follow some simple instructions; we will monitor the equipment remotely to ensure that it is working properly.
Q. Will my carer be able to understand the equipment?
A. Yes - in most cases they will only need to know what you know. Where they need to understand more in order to deal with situations which might arise, they will be fully trained.
Q. Will product installation cause disruption or damage to property?
A. No - we use wireless systems without the need for cable installation, meaning no mess and no disruption.
Q. How will monitoring arrangements work?
A. This will be agreed at the start of the service. It can range from a simple message to a nearby relative or carer, to a communication with our monitoring centre team who will determine the appropriate response to mobilise, based on information they have been given about the user.
Q. What if my carer is not available?
A. The alert or message can be routed by default to the call centre and switched by the carer through the control panel to them when they are working with you or nearby (eg in the garden).
Q. Will product installation cause disruption or damage to property?
A. Much less than traditional cabled systems - we use wireless systems without the need for cable installation, meaning no mess and no disruption, other than securing a control panel to a wall near a power socket.
Q. What about security? Are your staff vetted?
A. Everyone who enters your home will have previously been CRB (Criminal Records Bureau) checked and will also show you an identity card.
Q. What happens if an individual care plan needs to change?
A. We will liaise with everyone involved in the user’s care plan and be informed if their requirements change. All our systems are flexible and can be adapted to suit changing requirements and user needs.
Q. What if a system breaks down?
A. We guarantee to replace any faulty equipment within 24 hours, ensuring continuity of care.
Q. What happens if an individual needs help in the middle of the night?
A. We provide 24/7 support and access to specialist monitoring centre staff, a response service located close to the user, and highly qualified nurses and doctors in the local area.
Q. When an alert signal or message is sent to your call centre, how will they know how to respond?
A. A trained mobilisation team will interpret the signal or message and use information they have about the user to determine what is the most appropriate response. This will depend on the nature of the alert, the item of equipment which sends it, and the information the team have about the customer. The response can be anything from sending someone to investigate the problem or to check on the user, to alerting the user’s GP service or mobilising the relevant emergency services.
Q. Who will pay for the equipment and services?
A. This will depend on who commissions the service. The user may choose to pay for it themself, or be eligible for financial support from their local health service or social services. Payment will usually be some form of low cost service charge which pays for the equipment, its maintenance and replacement of faulty items, and any monitoring and response service.
Q. May I become isolated or lonely if my regular home care support is reduced or stopped?
A. Your existing home care support will only be reduced or stopped if you agree that you no longer need it as a result of receiving the telesupport service. Even then we will ensure that people living alone have contact with friends or volunteers instead, and can speak with the monitoring centre team through the Guardian communication panel at any time if necessary. We may also call you from time to time if you wish, to check that everything is alright.
