Developing Telecare Services in Birmingham The Story so far

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1 Developing Telecare Services in Birmingham The Story so far Aktive Conference, University of Leeds 8 th April 2014

2 City-wide telecare service First of its kind To benefit 27,000 people over 3 years Birmingham City Council invested 14 million in a large-scale, city-wide telecare service in partnership with Tunstall Healthcare. The partnership model, which is believed to be the first of its kind in the UK, will ensure safety and support for older and vulnerable residents whilst maximising their independence.

3 Why reform? For a single, simple and personalised social care system Understandable at the point of crisis Free from fears about its affordability Offers peace of mind through dignity and safety A 21 st century offer to 21 st century needs

4 The Need Birmingham is most ethnically diverse city in UK, with population in 2011 of million. 65+ increase 23% to reach 168,000 inhabitants, by 2030, BME older people s population expected to double Ranked the 9th most deprived Local Authority in England Diabetes is estimated to be 9.1%, (Eng prevalence 7.6%) Hospital admissions (5.2%) due to falls (Eng rate is 3.3%)

5 We needed to transform the model of care and build capacity that changes demand. The reform of social care isn t just a government led agenda, it should be led by local teams too. Our task is to improve care outcomes today and always. Every encounter with social care counts. How do we make this city the healthiest it can be? This should be about the minimum cost to citizens, but the maximum independence and wellbeing. Peter Hay, Strategic Director, Directorate for People

6 A first of its kind partnership 6 Birmingham City Council and Tunstall Healthcare have developed an innovative model of partnership that brings together the best of public and private sector to deliver the whole system that is: Scalable and adaptable so that economies of scale can be applied to addressing a wider integrated set of social care and health challenges Focused on the needs of the citizen by establishing a platform for future services Joining up with GPs and hospitals Ramping up since March 2012 to deliver a large-scale and successful, city-wide telecare service that: Ensures safety and support of almost 11,000 older and vulnerable citizens across Birmingham, while maximising their independence Focuses on regular and independent quality reviews, which delivers to the needs of the citizen (individual, family/friends and carers) Demonstrates hard financial benefit Brings new jobs to Birmingham through a hub that also supports other

7 Birmingham Telecare Service The service combines: Assessment Installation Monitoring Response service How does the programme work? ANALYSIS REFERRAL ASSESSMENT INSTALLATION Tunstall is responsible for providing a whole managed service for Citizens REPORTING MAINTENANCE RESPONSE MONITORING The city council retain the management of the contract

8 Unique Features of the programme It has created new jobs and is locally based, locally developed and locally resourced. Care pathway redesign To improve outcomes for the people in Birmingham Packages personalised around needs Dementia package Falls package Learning difficulties package Safe and secure at home package Winter chills package Personalised to meet individual need

9 ..Continued Training and development Training large numbers of front line social care staff Developed and put in place online telecare training tools Dedicated telecare staff in care centres Three access routes into the service Assessment and support planning Prevention Enablement

10 Citizens Advisory Board Their main role is to establish what a high quality telecare service should look like and constantly evaluate the user experience Board being independently run by Good Governance Institute Online referrals Controlled direct access to client database to give two way access for referrals Referrals Working in partnership with the council to enable people to access the service to achieve around 200 referrals per week

11 Who are our Service Users

12 What are we Delivering Based upon the of the population of Birmingham, the Birmingham Telecare Service (BTS) have identified personalised Telecare packages to meet service user needs: Dementia package Falls package Learning difficulties package Safe and secure at home package Winter chills package

13 How are we delivering Care pathway redesign To improve outcomes for the people in Birmingham Three access routes into the service Assessment and support planning Prevention Enablement

14 Results so far.. Birmingham has adopted a forward thinking preventative approach which has processed over18,500 referrals and is supporting over 12,000 service users to stay independent at home through the use of telecare. The following pie chart demonstrated a breakdown of the Telecare packages installed. Answered over 247,800 calls; Outbound calls 94,100 Coordinated emergency responses; 4227 (ambulance); 323 (fire); 332 (police)

15 Real people, real stories Gerald s story Gerald is the primary carer for his 18 year old daughter Sarah who has epilepsy, cerebal palsy and autism. Their telecare system includes an bed epilepsy sensor which means Gerald is alerted if Sarah has a fit in the night. In Gerald s words before telecare I was worried all the time it s eased my mind a lot.

16 Real people, real stories Evelyn s Story Evelyn is 66 and lives with her husband in a high rise flat. She has arthritis which gives her substantial pain in her legs and following a triple heart bypass, Evelyn had a range of telecare equipment installed to help her manage at home. In Evelyn s words I truly feel like there s nothing to be concerned about when you ve got assistance at the touch of a button.

17 Real people, real stories Louis Story Birmingham resident Louis first had telecare installed into his home in 2011 following an incident that left him with limited mobility and anxiety. In Louis words Telecare has given me much more confidence and peace of mind. I can sleep easy now, knowing someone is there to help.

18 User Satisfaction Results 99% of users rate the service excellent or good. 99% of users would recommend the service to others The call was answered and they understood straight away how important it was. They acted quickly and with understanding - Perfect! Excellent service, exceptionally well attended with kindness and calmness and reassurance to the patient - well done and thank you. This service is invaluable to us, unbeknown our mum had a gas leak in the house, we can not thank you enough and dread to think what may have happened. Gives us peace of mind The service is brilliant and I would recommend the service to a friend or family - thank you Just having this equipment helps to make me feel safe vowing that help is on hand, thank you are doing a good service. The first time I used the service I was admitted to hospital it saved my life. I can not convey how much I value the service, it gives me confidence to stay in my own home. This service has been a great help to our family and we really appreciate what the staff at the call centre have done as its been used a few times for help. 18

19 Results so far Almost 1,000 social care team members and numerous GP practices and hospital teams have been trained since February The telecare service has already reduced waiting times for social care, reduced ambulance call-outs and evidenced savings The service supports all ages including younger adults with learning disabilities: Recent LD pilot showing savings of ca 12,000 pa per individual City-wide Telehealth programme launched through BTS in partnership with NHS and linking into local CCGs, Foundation Trusts and specialist clinicians

20 Service Developments Lifeline GSM introduced, increasing service accessibility and reaching a wider demographic. Providing a platform for new products, introducing the Lifeline Vi and IVI pendent. Continuing to strengthen the partnership, working with the Birmingham City Council (BCC) Home Care team who provide the Home Responder Service. Business relationships formed with local providers; Pharmacy Care Matters Just Checking

21 Service Developments Demonstrating the use of Telecare in new environments through the Learning Disabilities Pilot Partnering with Social Care and Health to deliver a Telehealth Pilot across Cross City CCG to demonstrate how Telehealth Technology can work within GP Practices.

22 Future Plans Tunstall and Birmingham City Council s future plans include; City wide GP and NHS engagement programmes Telehealth implementation in partnership with NHS colleagues. Engaging with third sector to increase awareness

23 Thank you Any questions?

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