November2013
Welcome
This is thethirteenthnewsletter which provides updates on developments of the City Wide Care Alarms (CWCA) service and additional Telecare and Assistive Technology support in Sheffield.
As this may be the last one this year, Happy Christmas!
In This Issue
- New Wrist Worn Fall Detector Offered
- Changes to 6 Week Free Trial Arrangements
- Quality Feedback
- Minuet Watch Update
- Myhomehelper Trialed In Care Home
- Installation Issues
- Case Study
- New Prices From April 2014
New Wrist Worn Fall Detector Offered
From early December, CWCA will be offering a wrist worn fall detector, as well as the new ivi pendant/fall detector and the waist worn fall detector.
The VitalBase Fall Detector starts to vibrate when it detects a fall, alerting the user that it is about to send an alarm call.
(copyright of Tunstall Healthcare (UK) Ltd.)
Other features include an alarm button, a hypoallergenic wrist strap and a water resistant casing.
The price for the wrist worn detector will be the same as the others, at least until the end of March 2014.
Changes to 6 Week Free Trial Arrangements
Currently we aim to contact everyone on our 6 week free trail around week 4, to find out whether they wish to continue with the service and pay for it, or return the equipment.
However it is proving difficult to contact or get a decision from some people. In certain instances this has meant that the free trial has continued for longer than 6 weeks.
In the current financial climate we have to tighten up on this.
Consequently, from now on, if we are unable to contact people, or they are still undecided at four weeks, we will send them a letter informing them that we will start to charge for the service at the end of the six weeks.
Anyone who does not wish to pay for the service will be requested to contact us to arrange retrieval of the equipment so we can then cancel the invoice.
Quality Feedback
CWCA regularly asks a sample of customers about different aspects of the service. This includes; installations, telephone response to alarm calls and mobile response to alarm calls.
Results for the first six months of this year for installations have recently been produced.
These show a generally very positive picture with all positive responses being over 70% and many being well over 90%.
However there were a number of areas where we could improve and these have been highlighted below.
Apr - Oct 2013
Yes / No / Not sure
Alarm installed within 20 days / 99% / 0% / 1%
Installer arrive at time expected / 99% / 0% / 1%
Installer explained how equipment works / 99% / 0% / 1%
Was mobile button tested in every room / 73% / 21% / 6%
Told about different wearing options for mobile button / 86% / 11% / 2%
Explain what you can expect from service / 95% / 0% / 5%
Receive information pack / 98% / 0% / 2%
Happy with way information received / 100% / 0%
Told to test alarm pendant monthly / 83% / 7% / 10%
Told all calls are recorded / 73% / 12% / 15%
Cost of service clearly explained / 95% / 1% / 4%
Told about different payment options / 77% / 9% / 14%
Know how to complain / 77% / 10% / 14%
Know how to contact CWCA / 100% / 0% / 0%
Would recommend CWCA? / 100% / 0% / 0%
In addition the questions measuring happiness with various aspects of the service were very good with everyone saying they were either ‘happy’ or ‘very happy’
Minuet Watch Update
In the last newsletter we announced the availability of a new alarm button option, the Minuet Watch, which is a normal wristwatch with a built in alarm button.
However you may also be interested to know that the watch is waterproof to IP67 standard which, according to the supplier, means it provides protection from 'brief submergence in water'.
We do, of course, still offer the waterproof button for people to wear in the bath if required.
Myhomehelper Trialled In Care Home
The Myhomehelper system, (previously featured in this newsletter) has recently been trialled in a care home setting to help dementia sufferers.
The innovative system was designed by Kevin Marsch following his own experience in caring for his mother. A monitor is provided and the software programme enables simple practical messages and reminders to be played between specific times. A sound can be incorporated to draw attention to the message being shown.
This has been trialled at the Pexton Grange care home in Pitsmoor, Sheffield, where staff from the Royal Hallamshire Hospital helped to test it.
The messages and reminders tell residents about events taking place, on a monitor in the home’s lounge. It also provides reminders of visits from relatives and carers, as well as social activities.
Commenting on the trial, Jayne Stocks said, “since the care home has started using the technology, fewer relatives have been asking what time daily events are scheduled to happen as this information is available on the system. It’s also reduced the number of questions about key visits, such as when the chiropodist is coming. This has freed up more time for staff to spend assisting patients.”
The myhomehelper system also won the People’s Choice award at the Technology4Good Awards.
Installation Issues
CWCA have recently received a number of queries about the time taken to install the system and whether this can be done before a person is discharged from hospital/care.
Therefore we thought we should clarify information about installations.
Wherever possible, in emergencies, CWCA will try and install within 2 working days of being notified of the discharge. However this timescale can be lengthened at times of high demand or significant levels of staff absence.
Referrers should be aware that the national targets CWCA aim to achieve, allow up to 5 working days to install for urgent cases and up to 20 working days for non-urgent cases.
This timescale applies from the time we have been notified of the discharge date. It does not start from the referral date. The reason for this is that on a number of occasions, people have referred a patient but it may thenbe months before the patient is actually discharged.
Therefore the sooner we are notified about the definite discharge date, the more likely it is that we will be able to install close to the actual discharge.
One final thing to clarify is that we can only install once a patient is at home.
The reason for this is that they have to be there for us to demonstrate how the system works, agree where everything is going to be put, ensure they are happy with what is being provided and agree to the terms and conditions of the service.
We cannot go out and install the system ready for when the person returns home.
Therefore there is always going to be some delay between the patient going home and the system being installed, but obviously wherever we can, we try and keep this to a minimum.
Case Studies
Telecare
When Mrs T from Nether Edge came out of hospital she was grateful to have a six week free trial of the City Wide Care Alarms service. Following an operation she had difficulty getting around and had to use crutches.
She particularly liked the ability to answer her phone by pressing the red alarm button, as it meant she didn’t have to dash to the phone whilst she was unsteady on her feet.
Apart from this she accidentally pressed her button twice, but was impressed by the quick response.
As she has now recovered from her operation she has decided to hand the equipment back, but said that the service had been excellent from start to finish and was glad of the reassurance the service gave whilst she needed it.
Telehealth story from Mrs B
How do you feel Telehealth is helping you?
I have Heart Failure and fluid can build up so I can become breathless quite quickly, it makes you feel very anxious when this happens.
My daughter is my main carer and she helps me such a lot when I feel unwell, but it affects both of us as we worry about each other. So it’s important to monitor my vital signs especially my weight, to watch the fluid is not building up, otherwise I can end up being admitted to hospital.
Before the Telehealth was installed I had regular hospital admissions. The Community Matron was visiting weekly sometimes; the Doctor was often called and then I would end up being admitted again. I don’t like going in to hospital, I know it means more work for my family especially my daughter. Since using Telehealth I haven’t had any hospital admissions.
Did you already know about Telehealth?
No. The Community Matron suggested Telehealth. I didn’t know anything about it. She explained how it works and I was happy to give it a go.
The Specialist Physiotherapy Assistant came to fit the Telehealth equipment and explained in detail how to use it. They actually spent quite a long time making sure I could do the readings myself. It’s easy to use once you have been shown.
In the morning I sit down in the chair next to the machine, it prompts me to put the blood pressure cuff on my arm and my finger in the pulse oximeter. I then answer some questions. It asks things like, have I been in hospital or am I more breathless than usual and if I want a nurse or the doctor to contact me.
I know the Community Matron will be able to see my results and if there is a problem I get a phone call. Sometimes I’m asked to re do my readings it’s reassuring to know they (Matron and SPA) can check if I’m ok.
“I would be lost without it”
New Prices From April 2014
Work is currently underway to look at the prices for the CWCA service from April 2014.
It is likely that prices will be increasing, but it is hoped that the charge for the general service will only have to rise in line with inflation, e.g. less than 3%.
Prices for the additional sensors however may see more dramatic changes. Prices for these haven’t risen since they were first introduced in 2008, i.e. over 5 years ago.
We now have a greater understanding of the staffing resource required to support the different sensors which will be reflected in future pricing.
Further details will be announced in due course.
Any Comments/Questions/Suggestions?
For more information, to suggest a subject for a future article or to submit a case study for future newsletters contact Mark Johnson via email on .