IMES. Telehealth... Me and my Lifeline

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1 Telehealthcare EDITION No 39 SUMMER IMES The quarterly magazine for telehealth and telecare professionals Laying the foundations for world class housing >> PLUS Ask the expert Telehealthcare news from around the UK Guidance from GGI Case studies from Wakefield and East Riding Telehealth... The proof of the pudding Tell us what makes you smile and win a Wii >> See page 38 Exclusive interview Me and my Lifeline A service user shares her story

2 Telehealthcare A DAY IN THE LIFE ME AND MY LIFELINE IN THIS ISSUE 5 Welcome 6-7 Marketplace Latest news from the telehealthcare world 8-9 The best things in life are free Thought leadership from LB Hillingdon Telehealth the proof of the pudding What next after WSD? 21 Delivering telecare in a digital age The impact of NGNs Me and my Lifeline A service user shares her story TIMES LAYING THE FOUNDATIONS FOR WORLD CLASS HOUSING >> PLUS Ask the expert Telehealthcare news from around the UK Guidance from GGI Case studies from Wakefield and East Riding >TELEHEALTH... The proof of the pudding Tell us what makes you smile and win a Wii >> See page Solutions centre Product and service news 12 Thinking ahead Guidance from the Good Governance Institute Take better care Carers UK on their plea to Government Telehealthcare news News from around the UK THE QUARTERLY MAGAZINE FOR TELEHEALTH AND TELECARE PROFESSIONALS EDITION No 39 SUMMER EXCLUSIVE INTERVIEW Me and my Lifeline A service user shares her story EDITION No 39 SUMMER 2012 Editor: Claire Smith editor@telehealthcaretimes.com Contributor: Kathryn Robertson kathryn.robertson@tunstall.co.uk Subscriptions: marketing@tunstall.co.uk Marketing Tunstall Healthcare (UK) Whitley Lodge Whitley Bridge Yorkshire DN14 0HR THE BEST THINGS IN LIFE ARE FREE Laying the foundations for world class housing Technology advances in grouped living Telehealthcare project update Latest news on worldwide research Spotlight Shining examples of telehealthcare in action A day in the life Of a monitoring centre operator Expert advice Common telehealthcare queries answered THE PROOF OF THE PUDDING TELEHEALTH TRIAGE TRANSFORMED Let s go retro Tunstall innovations timeline Win a Nintendo Wii Enter our competition: What makes you smile? Telecare provides vital support Warning: The content of is for general information and does not constitute any form of advice, recommendation, or endorsement by Tunstall Healthcare (UK) Ltd. Any information published in may have ceased to be current by the time you read it. Tunstall Healthcare (UK) Ltd does not take any responsibility for errors or omissions contained within. The editor s opinions are not necessarily those of Tunstall Healthcare (UK) Ltd, and Tunstall will accept no liability for any actions or inactions taken on the basis of this publication. Tunstall Healthcare (UK) Ltd

3 I get together with the girls every Tuesday to have a natter and play some poker. Even though we re only playing for pennies I still get a real buzz when my card comes up. I may not be as sharp as I used to be but I know a bluff when I see it! This is my Freedom, what s yours? Janet Birmingham Tunstall Healthcare is the UK s leading provider of telehealthcare solutions. Our technology and services play a key role in helping older people like Janet and those with long-term health and care needs to stay out of hospital or residential care and enjoy a better quality of life. Tunstall LifeCare Freedom to live your life. WELCOME......to this edition of, a new look magazine designed to give you a comprehensive but easily digested round-up of all that s new in the telehealthcare arena. The profile of our industry has never been higher, as evidenced by the Department of Health s recent commitment to work with industry to extend the reach of telecare and telehealth to help many more people with long-term needs as part of its 3millionlives campaign. This is just one of a raft of policies and programmes which cite the use of telehealthcare services as a vital component of a thriving, sustainable and inclusive community. While technology is the enabler, the most exciting developments that are taking place are innovations in service delivery, and we are seeing an increasing number of organisations around the UK transform the lives of the people they support by approaching the way they care for them differently. You ll find some examples of this on page 34. This work is important, not just because our current health and social care system is creaking at the seams, but because it represents a huge step forward in putting the individual at the heart of an integrated, personalised service. With a bit of luck, those of us delivering these services today will be receiving them in the future, so it s gratifying to see a shift towards the commissioning of care and support that we ourselves would be happy to receive. The next issue of THT will be packed with even more innovation, information and inspiration, but in the meantime if you would like to contact me I d love to hear from you; me with your thoughts, comments or questions at editor@telehealthcaretimes.com Claire Smith Editor tunstall.com 4 5

4 market place Latest News from The Telehealthcare World ASCOF and telecare In March 2012, the Department of Health published the revised Adult Social Care Outcomes Framework for 2012/13, a set of outcome measures that the Department intends to be a local responsibility for councils, rather than a national performance management tool. The ASCOF is structured into four outcomes domains: Domain 1: Enhancing quality of life for people with care and support needs Domain 2: Delaying and reducing the need for care and support Domain 3: Ensuring that people have a positive experience of care and support Domain 4: Safeguarding people whose circumstances make them vulnerable and protecting them from avoidable harm To read more about how telehealthcare can contribute to the delivery of all four domains, access Tunstall s paper How telecare can deliver the Adult Social Care Outcomes Framework at tunstall.com Saving FACE New report says telecare could save social services millions A new report published by FACE Recording & Measuring Systems, shows how deployment of telecare by English councils could achieve substantial savings for councils in the provision of social care for older people. The report, Investing to Save: Assessing the Cost-effectiveness of Telecare, details the results from a research project conducted by FACE and supported by an educational grant from Tunstall. The results show that a widespread, targeted use of telecare could create potential savings of between 3m 7.8m for a typical council, equating to 7.4% 19.4% of the total older people s social care budget for an average local authority. Paul Clifford, managing director of FACE said: In addition to further confirming the savings realisable through telecare, the major benefit of this report is that it shows there is a straightforward method of moving from accurate assessment of a relatively small set of individuals to robust prediction and measurement of the impact of telecare on a larger population. The full report and a range of tools and resources are available at Organisations who d like to find out more about how to run a telecare audit can also call Tunstall on for advice. Investing to Save: Assessing the Cost-Effectiveness of Telecare A report by FACE Recording and Measurement Systems Ltd SUMMARY A clean bill of health After months of debate, the Health and Social Care Bill has now received Royal Assent and been passed as law. Here s a quick guide to the major milestones ahead. October 2012 NHS Commissioning Board becomes a full statutory body April 2013 Local authorities will take responsibility for public health Health & Wellbeing Boards take on full roles Strategic Health Authorities abolished Primary Care Trusts abolished General Practices form Clinical Commissioning Groups 2015 NHS Trusts must achieve 4% efficiency savings annually until April All NHS Trusts must now be Foundation Trusts Sold STT Condigi...the patient gets their life back. Yes Minister Tunstall Healthcare Group has finalised its acquisition of STT Condigi, a leading provider of technology and services to the elderly home care and nursing home markets with businesses in Sweden, Denmark and Finland as well as a growing export division. Malmo-based STT Condigi has been built from its suite of software services which are provided to local authorities and providers of care in the community. In addition it offers a range of independent living products as well as communications systems for nursing homes. Paul Burstow MP describes telehealthcare as Win Win Win Speaking at the International Congress of Telehealth and Telecare run by The King s Fund in March, Paul Burstow MP, Minister of State for Care Services, reaffirmed the Government s commitment to mainstreaming telehealthcare. He stated that an integrated care approach using telehealth and telecare solutions could save the NHS up to 1.2bn over five years, improving the lives of 3 million people by increasing independence and reducing time spent in hospital. Mr Burstow referenced the work Tunstall is doing in partnership with NHS Gloucestershire to support people with long-term conditions. He said Tunstall covers the up-front costs such as clinical engagement, pathway re-design and training. They supply NHS Gloucestershire on a per-patient, permonth basis. Any cost savings the PCT makes through things such as reduced hospital admissions, can be re-invested back into frontline NHS services. It s a win-win-win situation; NHS Gloucestershire avoids the need for large up-front costs, the supplier builds a relationship with a customer it would otherwise not have had and the patient gets their life back. Read the full case study at tunstall.com The completion of the deal is a very positive move that is good for our business, employees and our customers, said Kristoffer Axelsson, Chief Executive Officer of STT Condigi. With the joining together of Tunstall and STT Condigi we will now be able to offer world class monitoring software and centres into which our applications will add extra services for our combined customer base. Watch this space to see if the acquisition results in the arrival of new products for the UK market. 6 7

5 Mainstreamed Telecare and Reablement Services sees Hillingdon Council save 4.7m. The best things in life are Hillingdon Council has reported on the success of its TeleCareLine and reablement services following an evaluation after 12 months, demonstrating cost savings of 4.7m and a 50% reduction in residential care home admissions. The service is offered free to everyone aged 85 or over, and is part of the council s efforts to reduce dependence on longterm residential care and enable people to remain living independently at home for as long as possible. An evaluation of 195 service users with enhanced packages of telecare support over the last twelve months, found that in 48% of cases telecare delayed the need for further services, a further 42% resulted in a smaller homecare package and in 10% of cases a delay in residential care placements has occurred. Admissions of older people to residential placements have halved and are at their lowest level since April The following 2 case studies are examples of the difference telecare is making to people s lives: The daughter of one TeleCareLine user said TeleCareLine saved my mother s life. Her mother was able to press the telecare button, whilst collapsing during a stroke, enabling prompt emergency medical attention. Arthur is 96 years of age and lives with his wife, Pamela. He has vascular dementia, which has led to instances of him leaving home and finding himself confused and unable to return, putting himself at risk. TeleCareLine provided a portable motion sensor linked to a pager, which alerts his wife if Arthur tries to leave the house during the day. The pager also tells Pamela if her husband leaves his bed at night so she can help him go to the bathroom, avoiding accidents and meaning she can now go to sleep without worrying. She says I now feel rested and have more freedom around the home. I tell all my friends about this amazing equipment and wouldn t be without it. Linda Sanders, Corporate Director for Social Care Health and Housing at Hillingdon Council said: When I joined Hillingdon Council some 18 months ago, we set an ambitious target to reduce reliance on institutional care across all adult social care user groups from 51% of our budget in March 2011, to an average of 30% over the period We have made strong progress in year one of a four-year programme. The success of our telecare service has been underpinned by the support of key champions within the Council, including the Leader of the Council, and this has ensured the necessary vision and strategy to ensure strong member and officer buy-in. For us, it is about positioning telecare at the forefront of our care provision to ensure no one is admitted to residential care without being afforded the opportunity for telecare support at home. Our partnership with Tunstall marks a significant milestone into how we are improving the lives of Hillingdon residents. As part of its objectives, the council is seeking to provide more integrated care for its older residents, working with the health service, voluntary organisations and other local bodies to develop a personalised care service that could keep people living in their own homes for longer. Health linkages are continuing to grow, with high rates of telecare referrals coming from Hillingdon Hospital. Hillingdon s TeleCareLine service is part of a mainstream offer and is free to anyone over 85, or as part of a reablement package. In the last year, the service received more than 165,000 TeleCareLine calls from around 5000 residents now using telecare. The service provides varying levels of support, ranging from the standard service package to the highest level of assistance, with full access to a range of telecare sensors, such as fall detectors and bed occupancy sensors, to address residents individual needs. A 24-hour, 365 days a year responder service is a crucial new offer to support people in their homes who do not have relatives able to respond to emergency calls. David Cockayne, Health and Social Care Director at Tunstall said: The deployment of telecare in Hillingdon has enhanced reablement for people across the area and delivered significant cost savings. Telecare provides vital support to residents with a range of care needs, and with excellent leadership from an in-house monitoring and installation team and mobile response service, we are proud to provide a service to Hillingdon that has created a unified, preventative telecare service to encourage early intervention and support independence. Whilst those over 85 can claim for free telecare, any Hillingdon resident can apply to use the TeleCareLine service for a small monthly cost. For more information about the service, visit Linda Sanders 8 9

6 Solutions Centre We can manage In the light of increasing financial and demographic challenges faced by health and social care providers across the UK, Tunstall has launched a new, fully-managed service to help health, housing and social care providers deliver telehealthcare at scale for the first time, thereby maximising the benefits. The Tunstall LifeCare model follows a rigorous, proven process designed to support the integration of health and social care, the redesign of care pathways and the embedding of telehealthcare. It provides a fast track to achieve operational and financial efficiencies, rapidly delivering benefits for commissioners, service providers and users alike, as well as creating a foundation for the growing number of people requiring support. The goal is to work in partnership to create a truly holistic model, putting older people and those with long-term care needs at the heart of a joined-up system. For more information on how your community could benefit from some Tunstall LifeCare please call or tlc@tunstall.co.uk. please call or tlc@ tunstall.co.uk. All you need to know about the latest product and service offerings New Wireless Nursecall Enabling telecare in residential and nursing homes Responding to feedback from customers, Tunstall has developed a cost-effective and reliable communications system which enables residential and nursing homes to support residents using telecare. The use of telecare sensors combined with reliable communications technology and tailored support helps to manage risks and improve the quality of care by ensuring staff are quickly alerted to potential problems, and safeguards the wellbeing and dignity of residents. Each resident has a Wireless Call Point in their room and will be given telecare sensors according to their needs, which will also raise an alarm on the carers pager receivers. Care staff will receive a clear text page providing the source and type of the alarm call, and the system can be zoned to allow calls from certain residents to be sent to specific care staff. Using telecare such as the enuresis sensor means care staff no longer need to make intrusive just in case checks, preserving the privacy of residents and freeing up staff time. The system is cost effective for smaller sites (30-45 room typical) but can be expanded to cover larger sites. To find out more about how Nursecall can help you provide even better care for residents, call or visit tunstall.com It s mylife The patient lies at the heart of a successful telehealth service and Tunstall s solutions allow providers to build an integrated care plan around their individual needs. This now includes provision for the patient to access their own data at any time from the comfort of their own home using mylife. The mylife patient portal gives patients online access to the data submitted via their mymedic units. This enables them to review their latest readings, check progress against their monitoring plan, manage their calendars, receive messages from their service provider and access information related to their condition. Patients can also share their information with selected people such as family and carers. Secure accessed using username, password and 5-digit PIN Easy to use information is presented in simple graphs and easy to follow text Informative users can view trends in their readings over time, and access user manuals and instructional videos related to their telehealth equipment Find out more at tunstall.com Spreading the word Tunstall has launched a new-look range of marketing support materials to help its customers engage stakeholders and market their services to existing and new audiences. Customers simply supply their logo and contact details and these will be incorporated into professionally designed and written templates for leaflets, brochures, adverts and display materials. A range of packages are available including: Independent living Dementia Learning disabilities Carers physical disabilities and sensory impairment Lone worker protection Emergency services To find out more or get a quote visit tunstall.co.uk/ assets/literature/web_marketing_brochure.pdf Telehealth triage transformed The latest version of Tunstall s icp triagemanager software is now available. Triagemanager 1.4 is part of the icp (integrated care platform) which combines software, hardware and devices to provide all the elements required to deliver a telehealth service which is integrated into health and social care pathways at appropriate touch points. The new triagemanager 1.4 software still supports technical and clinical triage for readings received from mymedic and myclinic equipment, but now has a range of additional features and improved functionality: CE marked and quality assured complies with European Directive for medical devices and was developed under ISO quality system Secure NHS approved software hosted within N3 which links to GP systems including SystmOne and Adastra Integrated enables multiple stakeholders to share real-time information in order to deliver cohesive care Scalable supports the delivery of any size of telehealth service Auditable system provides full audit trail and management reporting Flexible bespoke clinical reporting and trend graphs can be easily produced 24 hour professionals with access permissions can view patient data remotely at any time Effective task management functionality and dashboard and colour coding prioritises care delivery and makes data easy to view Marketing your service to a wider audience 10 11

7 Thinking ahead By Andrew Corbett-Nolan, Chief Executive, Good Governance Institute NHS boards countrywide are now thinking about the future. PCT boards frame this in terms of legacy, providers as their business plans and the new CCGs as service transformation. but all boards are starting to worry about how they can continue to meet patient needs in the world of longterm conditions, static resource growth and rising public expectation. NHS leaders are already anticipating the world post the 2015 election. The Good Governance Institute is a respected independent body supporting better governance practice, which works with NHS, third sector and commercial organisations. GGI works with boards up and down the country, and it has been interesting to chart how in the last 12 months boards have become switched on to telehealthcare. In a relatively short timeframe we have moved from just the occasional mention of telehealth through to this becoming a usual topic at board meetings. We have seen the level of debate becoming more informed too. Initially, some board members caught on to telehealth just as a moneysaver, but now we are seeing a gradual realisation that the healthcare world of the future will be one where patients gain control of their lives through greater levels of technological support. Certainly, we are seeing boards positioning themselves to be the player in the local market that will catch the telehealth dividend (the cost-improvement benefit from leading up on telehealth) but as the usual agenda items filter up to boards (estates, performance management, strategic partnerships, quality, etc) telehealth is becoming mainstreamed as the means by which most informed healthcare leaders understand their future. Interestingly, the Whole Systems Demonstrator (WSD) hasn t really percolated through. Just as no one has done a randomised control trial on the concept of the hospital bed before planning acute care services, those leading up on hospital admission avoidance schemes, community services developments or LTC care pathways of the future simply understand and accept that modern technology is inevitable. Debate isn t about the if, but the how and how soon? Our contribution to this change in tempo has been our series of board assurance prompts. These board development tools have helped executives and nonexecutives on boards become better informed about telehealth. They provide a simple developmental agenda to help board members understand how they are doing on leading change, and what questions they should be asking to be properly assured that implementing telehealth is done in a way that properly puts the patient at the heart of the healthcare system of the future. We have also used introducing telehealth as a case study by which boards can identify their risk appetite. You can get copies of these board materials by ing andrew.corbett-nolan@good-governance. org.uk Coming soon Board Assurance Prompt specialised housing for older people Register your interest by ing kerry.sharpe@tunstall.com LAYING THE FOUNDATIONS FOR WORLD CLASS HOUSING Older people and those with long term needs have an increasing number of options to consider when choosing where to live, with sheltered housing, retirement housing and extra care facilities offering differing levels of support to meet their individual needs and aspirations. Housing providers need to not only consider the varied needs and wants of their residents today, they also need to protect their investment by ensuring their properties can adapt to meet their aspirations in the future. Tunstall has been working in partnership with local authority, private and charitable housing providers for over 50 years to develop a range of integrated, futureproofed products and services which provide peace of mind for residents and their families and enable housing management teams to deliver efficient care and support. Its latest innovation is the touchscreen HSP (Housing Services Portal), which gives sheltered and supported housing scheme managers all the information they need, literally at their fingertips, optimising care management time and enhancing the wellbeing of residents. The HSP is a bespoke care management portal which enables scheme managers to monitor and control various features and functions of Communicall Connect systems from an easy to use, intuitive touchscreen application running on a tablet PC. One of its major plus points is that it allows scheme managers to do away with paper printers spooling out event logs, as the HSP system stores all events in an easy to read format, and its History View enables them to be interrogated between specific dates and by alarm type. Another innovative feature is the Activity Monitor function. Where schemes have PIRs in use in individual dwellings, the HSP provides an easy to read graphic dashboard of resident activity, replacing the need for managers to call residents each morning to ensure their wellbeing. Residents up and about as usual show as green, dwellings where the occupant is known to be away are amber and homes where the PIR has yet to detect movement are marked in red, enabling the manager to see at a glance whether they need to check on anyone s safety. With the addition of an I m ok button, residents are able to actively request a visit, allowing them to feel more in control. And, of course, the HSP enables managers to configure Communicall Connect system speech modules and change settings such as door entry codes for individual residents and switch seamlessly between onsite, offsite and local offsite. Although technology alone is not the complete answer, it enables services and support to be planned around the needs of the individual, making an enormous contribution to their wellbeing and happiness, no matter where they choose to call home. To find out more about Communicall Connect s touchscreen HSP visit tunstall.com 12 13

8 Project update TELEHEALTHCARE PIONEERING WORK IS HELPING TO CLOSE THE COMMUNICATIONS GAP BETWEEN HEALTH AND SOCIAL CARE. THE Commonwell PROJECT IS PART OF AN EU INITIATIVE TO PROMOTE BETTER QUALITY AND MORE ECONOMICALLY EFFICIENT SOLUTIONS IMPROVING THE LIVES OF OLDER PEOPLE AND THOSE WITH LONG-TERM CONDITIONS. Milton Keynes Council s telecare service working in partnership with Tunstall, Milton Keynes Foundation Trust Hospital and Community Nursing Service, provided more than 100 with COPD (Chronic Obstructive Pulmonary Disease) patients with telehealthcare equipment in their homes. The new project means that, the same monitoring centre was able to receive alerts and information from telecare and telehealth equipment, allowing both sets of data to be viewed together. FINANCED BY THE TECHNOLOGY STRATEGY BOARD, THE AKTIVE (ADVANCING KNOWLEDGE OF TELECARE FOR INDEPENDENCE AND VITALITY IN LATER LIFE) PROJECT IS APPROACHING ITS FIRST ANNIVERSARY. IT AIMS TO EVALUATE HOW TELECARE CAN SUPPORT PEOPLE WITH DEMENTIA AND THOSE AT RISK OF FALLS TO LIVE SAFELY AND INDEPENDENTLY. These areas have long been identified as areas where technology can make a real difference to people s lives, and undertaking this kind of large-scale, multi-faceted research project will make a significant contribution towards increasing the UK s knowledge base. Leeds CIRCLE, the Oxford Ageing Institute and Tunstall are among the partners working on the project, which will educate the wider marketplace regarding barriers to the large-scale uptake of assistive technologies, both at a service user and commissioner level, and how best these can be overcome. THE MOST (MODEL FOR OPTIMISING SCALEABLE TELEHEALTHCARE) PROJECT TACKLES A MAJOR HEALTHCARE CHALLENGE, NAMELY THE OVERWHELMING NEED FOR ALTERNATIVE AND MORE AFFORDABLE MODELS OF CARE DELIVERY IN MANAGING LONG TERM CONDITIONS. Results show: THE INDEPENDENT PROJECT SETS OUT TO EXAMINE HOW INNOVATIVE ICT-ENABLED SERVICES CAN HELP TO BREAK DOWN HEALTH AND SOCIAL CARE SILOS AND PROVIDE TIMELY SUPPORT TO MAINTAIN THE INDEPENDENCE AND QUALITY OF LIFE OF OLDER PEOPLE. The INDEPENDENT Project sets out to examine how innovative ICTenabled services can help to break down health and social care silos and provide timely support to maintain the independence and quality of life of older people. Part funded by the European Commission within the ICT Policy Support Programme and part by the participating organisations, it is a three year project managed by empirica which concludes in December Six pilot sites in Europe are taking part and Tunstall is working closely with Hull City Council s Social Care Department and the University of Hull s Faculty of Health & Social Care and its Centre for Telehealth. Tunstall myclincs, specially enhanced for the INDEPENDENT project, have been placed in three Pickering & Ferens schemes in the city to support people who may have lessened mobility and dexterity (for example) but are otherwise generally well. Users help each other to take their vital signs and answer questions about their health. This data is fed back through the 3G network into Tunstall s icp triagemanager software, and if alerts are raised then the telehealth monitoring nurses based in Hull respond accordingly. As part of the Technology Strategy Board s Assisted Living: Economic and Business Models and Social & Behavioural Studies competition, the partnership consists of Tunstall Healthcare (project lead), Ernst & Young LLP, NHS North Yorkshire and York and Nuffield Trust. Work has begun on evaluating how telehealth can help to support the provision of care in patients homes and can act as an enabler for change, delivering a sustainable service where patients are empowered to manage their own health conditions. 168 hospital admissions and 85 GP visits were avoided (based on 108 patients) 79% of users experienced major benefits, including increased control/self-management, their relatives feeling reassured, fewer visits to their GP and a more active daily life 88% of carers said they felt more able to help and less worried Care staff reported a reduction in the number and length of hospital admissions Sandra Rankin, project manager at Milton Keynes thinks the system has huge advantages Now we only have to enter data once onto one system, which saves time and avoids errors. It also means the district nurses and community matrons can prioritise their workloads more easily, because they have extra information about patients from the telecare equipment. The integrated system also avoids wasted home visits as health professionals can easily see on the system if, for example, a patient has been taken into hospital. Early results have shown that the project is delivering added value with a social inclusion aspect to what is essentially a health tool. As well as using the myclinic to monitor their wellbeing, participants view it as a social activity, making regular dates to meet and use the equipment. Myclinic also supports social inclusion through Looking Local, a web-based programme accessed via myclinic which provides local information and services

9 Tunstall, the longest established telehealthcare company in the UK looks back on its history Tunstall Byers established as a TV and radio shop in Askern, near Doncaster Launch of Piper Haven, the FIRST call system to offer combined warden call and door entry Tunstall creates the world s FIRST Warden s Intercommunication Call System (WICS) Tunstall achieves accreditation to internationally recognised quality standard ISO 9001:2008 for the design, manufacture, installation and service of emergency alarm systems. Launch of Talkback, the FIRST warden call system to enable wardens to take calls when out on visits and the FIRST system to use AMN (Automatic Monitoring Network) to transmit alarm calls over the public telephone network Tunstall began to pioneer telecare, creating a range of wireless sensors Launch of Piper Solo, the world s FIRST social alarm unit allowing people in individual homes to easily raise a call for help Tunstall launches its first telehealth solutions, providing patients with the means to monitor their own vital signs and symptoms at home. Launch of Mark I, the FIRST monitoring centre software to handle both dispersed and grouped alarm calls. The most important part of R&D is engaging with our customers and end users. We really welcome the chance to hear their views and refine our ideas in line with their feedback to make the products the best they can be. PNC6.2 was developed in specific response to customer feedback that told us it would be valuable for it to link to Care Quality Commission standards. We honestly can t do our job without this, so I d like to take this opportunity to thank everyone who spares the time to take part in our insight programmes. Steve Sadler, Group Chief Technology Officer Tunstall Healthcare TODAY 1981 Tunstall has operations in more than 30 countries, employs almost 2,000 people and its products and services protect and empower 2.5 million people around the world. Launch of PNC monitoring centre software, the FIRST real time, multi-tasking monitoring centre

10 The early findings of the Department of Health s Whole Systems Demonstrator programme showed enormously positive headline results, and following this Care Services Minister Paul Burstow announced the Government s commitment to supporting three million people in the UK over the next five years using telecare and telehealth (see TELEHEALTH THE PROOF OF THE pudding Photograph supplied courtesy of NHS Cornwall and Isles of Scilly The full academic reviews of WSD have yet to be published. This is no doubt in no small way down to the complexity of the trial itself and the need to ensure a robust evaluation. We expect to begin to see the British Medical Journal release results over coming weeks. Ahead of the full results though, we can already see proof that practitioners believe that telehealth is a vital part of effective healthcare delivery illustrated by the commitment of Cornwall, one of the three sites involved in WSD, to extend telehealth to 30,000 patients over the next five years. Carol Williams, Director of Nursing for NHS Cornwall and Isles of Scilly, described the phenomenal benefits of the system for patients and professionals. Telehealth enables people to feel supported in managing their own health and to understand their condition better so they know what is a good day for them and what is a bad day. It s much more cost effective to do the preventative work and it s much better for people s quality of life. For these patients we re spending less money on crisis intervention and them going into hospital which in turn releases more money to be spent on preventative programmes and earlier detection. And Cornwall is not alone in embedding telehealthcare into mainstream service delivery, Gloucestershire, Bedfordshire, North Lincolnshire and Worcestershire are just some of the areas in the UK who have also embarked upon large-scale telehealth services recently. WSD results aside, it seems that the people who have been working with telehealth have seen for themselves the positive results. And more importantly, so have the patients. As Joe, (60 and living with a number of long-term conditions including Chronic Obstructive Pulmonary Disease), one of the patients using telehealth in Cornwall said Since using telehealth I have been to see my GP a lot less than I used to do. I understand more about my readings and relate it to my condition. It s like having a little nurse sitting on my shoulder - it s brilliant! Whatever the detail in the forthcoming WSD academic papers, telehealth is already changing the landscape of our health and social care system, and with it altering the lives of real people for the better. This has been life changing. JoE aged 60, at home with his telehealth system What is WSD? The Whole Systems Demonstrator (WSD) programme was established by the Department of Health (DH) to evaluate how the use of telecare and telehealth can support people with long-term health and care needs to live independently. DH invested 31m in the two year research project which covered 6,000 patients at three locations (Kent, Newham and Cornwall) in the largest randomised control study of its kind in the world. results 45% reduction in mortality rates 20% reduction in emergency admissions 14% reduction in elective admissions 14% reduction in bed days 8% reduction in tariff costs 15% reduction in A&E visits For the latest information on WSD please visit tunstallwsd.co.uk 18 19

11 DELIVERING TELECARE in a digital age THERE ARE now a number of telecom providers in the UK operating digital Next Generation Networks (NGN). These provide increased capacity, speed and support all telephony supplies including voice, data, video and internet. However, there are some concerns that NGNs may cause protocol signalling issues for social alarm/telecare providers. We ve compiled a list of FAQs to help you navigate this complex subject: What is a NGN? An NGN operates using IP (Internet Protocol) based technology to deliver more costeffective services than analogue networks. Also known as VOIP (Voice Over Internet Protocol), IP-based telephony services use the internet to deliver their services. BT s 21CN is an example of an NGN, and Sky and Talk Talk also offer NGNs. How does a NGN affect telecare/social alarms? Digital phone networks rely upon new equipment at local telephone exchanges and different communication techniques which are not always fully compatible with some social alarm equipment. A major issue when using social alarms on an NGN is that the new networks have slightly changed characteristics such as increased/variable round trip delay and the compression of DTMF (the analogue signaling protocol) tones making them unreadable. This can mean that some social alarm equipment /protocols may not function reliably, particularly where dependent upon specific transmission time delays across the network. This can result in issues such as: Alarm activation may not raise an alert at the monitoring centre Equipment failing to open a speech path Equipment dropping calls Incomplete information presented to the monitoring centre What is the solution? Tunstall has developed the STMF (Sequential/Single Tone Multi Frequency) protocol which offers enhanced reliability and resilience to voice and data transmission. The patented technology will ensure its products continue to operate effectively on the new generation of digital networks (NGNs). What testing has been done on STMF? Both STMF and DTMF have been tested on mobile networks including the Sky and Talk Talk networks, which showed that whilst no complete failures occurred, the DTMF protocol does on occasion have to retry in order to successfully communicate with the monitoring centre. The STMF protocol performed resiliently and successfully transmitted first time on all tests. support social alarms operating on STMF? The STMF protocol is only supported by monitoring centres using PNC. Not all PNC monitoring centres are compatible, and those using the STMF protocol for the first time will require a visit from a Tunstall Engineer to configure the system. What steps are social alarm providers/monitoring centres advised to take? Network providers are unable to guarantee the compatibility of equipment on their networks and often advise social alarm service providers to seek advice from their equipment suppliers as to how they might be affected, due to the life critical nature of the equipment. Following an extensive testing programme, Tunstall has devised a comprehensive list of its equipment that may be affected by operation on an NGN. This can be accessed in the secure area of the Tunstall website. More recently manufactured Lifeline Connect and Lifeline Connect+ home units can be easily configured to use either DTMF or STMF, or both. Where providers or end users are already using an NGN, or considering doing so, Tunstall advises that the STMF protocol should be used. It is also important to ensure a regular test regime, in line with TSA guidelines, is in place. For further information please contact the Helpdesk on

12 ME AND MY LIFELINE recently had the pleasure of interviewing Susan, a healthy and active 85 year old from West Yorkshire, who has had her Lifeline unit for four years. Photos posed by models to protect Susan s privacy 22 23

13 There are approximately 1.7 million telecare users in the UK Of these, about 300,000 have a number of telecare sensors More than 300 organisations in England currently provide telecare services The UK is a world-leader in telecare technology Statistics from Sustaining innovation in telehealth and telecare, Mike Clark & Nick Goodwin it s more than useful, it really is a lifeline. An ordinary day will find Susan at home in Yorkshire, doing some shopping and housework, chatting to neighbours and making arrangements for her busy social life. Sitting quietly in the background is her trusted Tunstall Lifeline, a source of reassurance and support to her for over four years. Susan was first introduced to the idea of having a Lifeline by her children. As they live some distance away, her son in Wales and her daughter in France, they suggested it would give the whole family peace of mind for Susan to have an easy means of calling for assistance in an emergency. The Lifeline and its Careline monitoring service fitted the bill perfectly, as it meant help was on hand 24 hours a day at the touch of a button without impinging on her independence. Fortunately, I ve never had to use it, but I like having it and knowing help is there if ever I should need it. It allows me to go about daily life without the worry of what might happen if I fall or have an accident. That s a relief to me and my family. Susan is a healthy and active 85 year old with a network of friends and neighbours whom she sees regularly. Despite this, because she lives on her own, she finds the Lifeline gives her a real sense of security and confidence. The unit resides on her dressing table in the bedroom, and each morning Susan puts on her personal pendant, either around her neck or on her wrist. They ve become such a part of her life and daily routine that it s become second nature to her to wear one, and have it close at hand when she is in bed at night. There are certain everyday situations when Susan particularly notices the benefits of having the Lifeline, such as when she s outside alone hanging out washing or going out to her garage, and feels more at risk of falling and not being found. Having her pendant means she knows a friend or neighbour will come to check on her wellbeing if this was ever the case. I know it works because I once knocked the wrist pendant by accident and within minutes I had the next door neighbour at the door checking I was ok. I would definitely recommend a Lifeline to anyone. It s more than useful; the added freedom it gives you is priceless. In fact, Susan has recommended the Lifeline to many people, and her sister is about to have one installed in her home. Susan was also keen to praise the Careline operators, who get in touch to make sure she is ok and test the equipment on a regular basis. They are lovely people, and always pleased to hear from you. It s good to know that such helpful people are there whenever you might need them. The Lifeline gives me that comfort

14 The Prime Minister 10 Downing Street London SW1A 2AA { } Sent by a coalition of organisations Including health and social care leaders, charities and campaign groups 8th May 2012 take BETTER care Care sector challenges PM to take leadership on social care Emily Holzhausen, Director of Policy at Carers UK explains what has brought the care sector together to fight on social care reform. CARERS UK the voice of carers This year is a crucial year for social care - as the Government looks to publish plans for reform. Yet there are growing concerns from the care sectors that this year may not be the watershed moment that social care needs, and that new plans may fail to get to grips with the thorny issue of care funding. That is why Carers UK co-ordinated an open letter to the Prime Minister in May calling for urgent, decisive action from Government. The letter, published on the front page of the Daily Mail, was signed by an unprecedented 85 leaders or organisations representing older and disabled people, carers, doctors, nurses, service providers, directors of social services, councilors and employers. With mounting evidence of a crisis in the care system, reform is needed now and this personal challenge to the Prime Minister and Government is clear - we need leadership from the top to deliver it. Dear Prime Minister, Social care is in crisis - the system is chronically under funded and in urgent need of reform. Without this, too many older and disabled people will be left in desperate circumstances: struggling on alone, living in misery and fear. The system is a lottery - some of us will be lucky enough never to need care, but many of us will need support at some stage in our lives to carry out everyday tasks and could lose everything - our savings, our dignity, our independence. We see the devastating impact of years of failure to reform. The right care and support can enable older and disabled people to live independent and fulfilled lives - but we currently face a vicious circle where limited resources are focussed on only those with the very highest of needs. This only worsens the crisis in care as many older or disabled people are left without support - in quiet desperation, trying to cope alone, often ending up in hospital or crisis care. Families are paying the price too, as experienced staff are forced out of work to care for relatives, and many carers pushed to breaking point caring for loved ones. There is widespread and increasing support for urgent reform - from across society and the political spectrum. That is why we are calling on you to take forward social care reform as your personal mission, your legacy to future generations. Without this leadership, we fear the fundamental and lasting change needed cannot be delivered. As the Government prepares to publish a White Paper on social care and progress report on funding, it is essential we bring together all those who can play a part in creating a better care system for the future and help to ensure this year marks a turning point for care. We want disabled and older people and their families to be able to live without fear of what tomorrow might bring. We are asking you as Prime Minister to show the vision and courage to make this a reality. For a full version of the letter and a list of all 85 signatories, visit

15 Telehealthcare News Telecare and telehealth services around the UK are celebrating new achievements every day. Here s our round-up of what s new, who s who and what they do! Telemonitoring key to transforming NI Edwin Poots, Northern Ireland Health Minister has cited telemonitoring as key to the transformation of the country s health and social care system. Speaking to European health leaders at high profile conference The European Innovation Partnership (EIP) on Active and Healthy Ageing in Brussels, the Minister set out his intention to create an integrated system where services are built around the individual in his Transforming Your Care, A Review of Health and Social Care policy document. Mr Poots said We have recently introduced remote telemonitoring which, when it has been rolled out in full, will allow 20,000 people to be monitored from home removing the need for unnecessary visits to health centres or hospitals. This increased use of technology is not only an aspiration but is embedded in our programme for Government targets. We recognise that this type of innovation has clinical and business benefits. The TelemonitoringNI service is delivered by TF3 (a consortium of Tunstall Healthcare, Fold Telecare and S3 Group), and helps healthcare professionals to make better informed clinical decisions and gives patients an improved understanding and control of their condition. TLC for LTCs in Oldham NHS Oldham and Oldham Council are working in partnership with Tunstall to provide patients with advanced telehealth solutions that will support them in the management of their long-term conditions. The programme will involve up to 150 patients who have Chronic Obstructive Pulmonary Disease (COPD), and is currently running in the Chadderton area, with plans to extend the service to other parts of Oldham. The service is expected to help reduce the number of unplanned emergency hospital admissions, home visits and visits to GP surgeries, improving the quality of life for patients and carers, and relieving pressure on NHS resources through early support and self-management. Dr Ian Wilkinson, who is a local GP and accountable officer for Oldham Clinical Commissioning Group,said: We believe this new scheme is key to improving the way that long-term conditions are managed and will offer care closer to home. It means we can make sure the care that is provided is more efficient, while at the same time improving the effectiveness and the convenience of these services for our patients. It takes two Tunstall Healthcare has been named Telehealth/Telecare Provider of the Year for the second year running at 2012 s HealthInvestor Awards, which were held at the Grosvenor House Hotel in London. The accolade was in recognition of its successful telehealth partnership with NHS Halton and St Helens Division of Bridgewater Community Health Services. The first twelve months of the project reduced unnecessary hospital admissions by 30% and enabled early discharge for people with long-term conditions, as well as revealing substantial cost savings and almost halving the average length of hospital stay for patients. Tunstall was given the award ahead of competition from other shortlisted telehealth and telecare providers including Bosch, O2 Health, Phillips, Telehealth Solutions and GE Home Healthcare following judging by an esteemed panel including former health ministers Lord Ara Darzi and Lord Hutton of Furness

16 Magna-ficent Achievement Tanya Grant, General Manager of Magna Careline Limited, has been appointed as a non-executive director of the Telecare Services Association. Following an unopposed election, Tanya took up the three-year post with immediate effect in January. This election is a privilege for me and I am honoured to have been selected in this way. After a phenomenal period with Magna Careline, gaining vital new contracts for the business and hosting a visit from HRH The Prince of Wales during the summer of 2011, this is a rewarding end to the year. she said. Stockton makes up the numbers A great grandmother from Oxbridge is the 800th person to have Stockton Council s community alarm and telecare system fitted. Mrs Megan Sowerby, 86 was presented with a bouquet of flowers by Councillor Steve Nelson, Stockton Borough Council s Cabinet Member for Housing and Community Safety to mark the occasion. Upon her return home from hospital following a hip fracture, Mrs Sowerby was referred to the Council s telecare team who installed a Lifeline, bed sensor, temperature sensor and fall detector. These safeguards help her to remain living in her own home. She said: It s marvellous. The telecare staff have been great and now I am back home I feel like I can get better. Each month Stockton s Care Call centre deals with more than 18,000 calls from residents using the community alarm system. To find out more about Stockton Council s Telecare and Care Call Service please visit Going for Goldsborough Simon Crewe, the managing director of Bupa s Goldsborough Estates Retirement and Assisted Living, has won both UK and Global awards for Most Outstanding Retirement Housing Manager 2011 from the UK Over 50s Housing Weekly News. Entrants are judged on areas including elevated performance, recognising and embracing new trends, market leadership and the elevation of customer experience. Simon said I was extremely honoured to accept these awards. It s a real acknowledgement of our achievements at Goldsborough Estates, not just for myself, but for the whole team. Mrs Megan Sowerby with Keith Hobbs of Stockton Council s Telecare Service Great Scots Scottish Health Secretary Nicola Sturgeon praised the country s role as a world leader in telecare and telehealth at the recent conference in Glasgow. Speaking at the third annual Holyrood Telehealth and Telecare Conference she outlined the importance of continuing to invest in telehealthcare in the light of demographic projections which, according to the most recent figures from the Registrar for General Scotland, will see the number of over 75s in the country increase by 10,000 every year through to Ms Sturgeon stressed the need to develop new forms of care and support in order to ensure health and social care services remain sustainable, including shifting the balance of care to treat more people in their own homes. She spoke of the compelling evidence of the health benefits and economic potential of developing and deploying telehealth and telecare, and said I am committed to continued investment in telehealthcare and why I expect and want to see local health boards and social care authorities working in partnership to continue funding telehealthcare programmes. She closed her speech by urging those in the audience to ignore the skeptics and lead the continuing innovation, describing telehealthcare as one of the most exciting things in healthcare today, and also one of the most important. Gloucestershire goes from strength to strength The telehealth service in Gloucestershire is proving to be one of the most successful GP-led programmes in the UK, with 80 out of the 85 practices in the locality referring. NHS Gloucestershire is working in partnership with Tunstall over a three year period to provide telehealth solutions for up to 2,000 patients with long-term conditions. Already approximately 300 patients are benefitting from the service, and initial results appear to show an encouraging reduction in hospital admissions and high levels of patient satisfaction. Linda Prosser, Commissioning Director, NHS Gloucestershire said: This is great example of how austerity can be a virtue. Being focused on cost effectiveness led us to work creatively and innovatively to really improve the quality of services. We are enabling people to look after themselves and live more independently which is giving them a better quality of life. We are also seeing other benefits, including reductions in unplanned consultations and hospital admissions. Read the full case study at tunstall.com Penblwydd Hapus! Galw Gofal (or Care Connect), Wales largest call monitoring centre is celebrating its first birthday. Created following a collaborative project between four North Wales Local Authorities, Anglesey, Conwy, Gwynedd and Flintshire Councils, to merge three monitoring centres, the service became operational on 1st June Hosted by Conwy County Borough Council, Galw Gofal is a single, line-managed, fully bilingual, 24 hour assistive technology (telecare and telehealth) call monitoring service, including out of hours and lone worker monitoring. It runs from two sites, one in Colwyn Bay and one in Llangefni enabling robust disaster recovery and business continuity within the region. During this first year Galw Gofal has gone from strength to strength with around 20,000 connections and has handled over 530,000 calls from Telecare and various Out Of Hours services. Rhianwen Jones, The North Wales Regional Telecare Strategic Manager said, We have been fortunate to receive the support of the Welsh Government in establishing the regional service, through Making The Connections and Invest To Save funding and were very proud to welcome Jane Hutt AM, Minister for Finance and Leader of the House for a recent visit to the Colwyn Bay monitoring centre. This first year has been both exciting and challenging. We have gone through the process of managing change whilst continuing to deliver a quality service to all our customers, offering highly innovative telecare solutions that can make a real difference to people s lives and future proof the services we offer to residents in North Wales. Third time s a charm Coast and Country s Homecall service has been awarded the TSA s (Telecare Services Association) Code of Practice Award for the third year running. The service supports more than 7,500 people across Redcar and Cleveland, and had to pass a series of rigorous inspections to gain the award. Jason Lowe, head of independent living services, said: The TSA accreditation endorses the quality of our HomeCall service and recognises Coast and Country as a leader for providing support for elderly and vulnerable people across the Tees Valley. The welfare of our residents is core to Coast and Country s values and we strive to support them as their needs change as their lives progress

17 SPotlight T E L E H E A L T H C A R E C A S E S T U D Y H I G H L I G H T S, F o c u s i n g i n o n s o m e s h i n i n g e x a m p l e s o f t e l e h e a l t h c a r e i n a c t i o n Wakefield saving lives, saving money with telecare Wakefield Council has recently announced the results of its telecare service following a comprehensive, three year evaluation, and results show a substantial financial saving of 1.3 million over six months. These savings were generated largely as a result of the telecare service preventing an average of 23 people per month being admitted to hospital or residential care. The average cost efficencies per person per year are 9,843, with the cost of current care plans deducted from the allowable residential care costs. Alongside the financial savings are the benefits to service users and their families, with the telecare service helping Wakefield to deliver holistic services to all ages, promoting independence and caring for carers. The key to our success has been building telecare as an integral part of delivering care at home. Our approach is to ask why not telecare?, rather than why telecare?. Without it, we would have seen significantly higher numbers of people admitted to hospital and to residential care, instead of enjoying life in their own homes. Sam Pratheepan, Director of Adult Social Services East Riding telehealth partnership NHS East Riding of Yorkshire and East Riding of Yorkshire Council have been working in partnership to deliver telehealth services to people living with longterm conditions in the area. The University of Hull evaluated the service over a 13 month period (September 2010 October 2011) based on 282 telehealth system installations.and found that the service delivered a reduction in costs of 58% and net savings of 103 per monitoring month. Patients were also asked to complete a survey when their telehealth service concluded, and the results of the 57 completed showed: 84% agreed or strongly agreed that telehealth gave them a sense of security 89% agreed or strongly agreed that the system helped them manage their own health 84% agreed or strongly agreed that telehealth enhanced their knowledge of their condition We see telehealth as being absolutely central to our strategy for managing long-term conditions and supporting people to live as independently as possible, which means changing the model of how Health and Social Care deliver services. Where traditionally people have gone to a place to receive a service from someone, this is about people managing their own care, taking control of their condition and having a wider range of technology solutions to support their choices and maintain their independence. Alex Seale, Director of Joint Commissioning, NHS East Riding of Yorkshire Lauraine Walker, Head of Business Management, East Riding of Yorkshire Council For more information on Wakefield and East Riding s services see the full case studies at tunstall.com 32 33

18 A day in the life......of a Monitoring Centre Operator This month, Emma Hogsden gives us an insight into what it s like to work at Tunstall Response, taking calls from service users. Emma Hogsden, 32, has been working at Tunstall Response for 5 years as an Emergency Response Operator. She talks to roving reporter Kate Robertson about what it s like to work at the centre in Doncaster. The centre currently monitors around 120,000 telecare connections, helping to protect over half a million people in their own homes, sheltered housing developments and workplaces throughout the UK. Tunstall Response also provides monitoring, disaster recovery, out of hours and lone worker monitoring on behalf of other organisations. There s no such thing as an average day says Emma, because we re dealing with different sorts of situations all the time. We provide the connection between the end-user and whoever they need according to the problem they have. That may be their relatives, the emergency services or a contractor in the event of a housing repair. Each day, the centre receives 3,500 to 4,000 calls, and 98.5% of emergency calls are consistently answered in under 60 seconds. With so many clients with such varying needs, there are a great many challenges, as well as rewards, to the job. Call handling can mean anything from making test calls, to informing scheme managers after a night shift of any incidents on their scheme, to emergency calls. Emma says when you know someone is seriously ill and needs help, you just have to stay calm. Giving them some company and reassurance is what the job s about. Some even come back to you and thank you and that s great because you know you ve really made a difference. Yet she admits that taking ownership of an emergency situation, and maintaining a calm and reassuring tone with a panicked caller, initially takes some getting used to. When Emma joined the company she received 4 weeks of training, buddying up with experienced operators handling calls via a double headset. Building confidence in the system, she then moved on to call handling unaided. Emma says you have to have the ability to detach yourself and focus so that you can get help to the caller as quickly as possible. Sometimes, being a remote voice on the end of the telephone, you can feel a little helpless, but staying on the call until the required assistance arrives allows us to provide continuing reassurance. That s something really unique and valuable and it s what makes this job so much more than an average scripted call centre job. It is that care and empathy that makes being a Response Operator, and the first point of contact for telehealthcare users, such a rewarding role. Emma says we get to know our regular callers - they re almost like our extended family. It certainly feels like that because, when we re working 12 hour shifts for 3 consecutive days, we speak to them more than to our own! 34 35

19 Expert Advice Telehealthcare is so flexible and adaptable that it can sometimes be easy to overlook the full capability of equipment and its applications. We asked the clever technical experts on Tunstall s Help Desk to share some commonly asked questions and hints and tips with us to make sure everyone gets the best out of telecare. q A Q A Q A are Lifeline home units compatible with broadband? yes, Lifeline home units are compatible with the addition of a broadband filter, which can be supplied by Tunstall. do Lifeline home units need a PAT certificate? no, Lifelines operate in conjunction with a plug transformer and the cable to the unit is low voltage. Low voltage equipment does not require Portable Appliance Testing. Can another telephone or device be used in parallel with the BT socket when using a Lifeline? The Lifeline unit must have line priority if they are to perform emergency calls. They therefore must not be in parallel with any other device. Safe sockets can be used on all other extension telephones but they should not be used on the extension the Lifeline is plugged into. Q A Q A Q A Q A Q A how long will the Lifeline Connect/ Lifeline Connect+ last on battery power? They will last approximately 30 hours with low usage (Low usage is equivalent to one 30 minute alarm call). When a Carbon Monoxide detector is bleeping every 5 seconds, what does this mean? This indicates that the battery is low and needs replacing. My fall detector does not work after I ve changed the battery even though it beeps. When changing the battery in a fall detector remove the old battery, press the alarm button for 10 seconds and then replace with a new battery. When using the PDA programmer, is it necessary to set up the door open alarm as well as the property exit alarm when using the PDA programmer? This is not required as the two options are independent of each other. What is the best way to test the Enuresis Mat once programmed? The best way of testing the Enuresis Mat is to place a metal object (e.g. key) across the exposed terminals (studs) on the mat where the wires are attached. This will then generate an alarm call and the details received by the monitoring centre can be checked. If you have a question you would like to ask the experts, or a handy hint of your own, please editor@telehealthcaretimes.com 36 37

20 Win a Wii... Tell us What makes you Smile? Every day at Telehealthcare TImes we hear heartwarming stories of how telehealthcare products and services make a massive difference to the people who use them, and in some cases, how they ve saved someone s life. We d like to capture more of these stories, and to thank you, we ll give the author of the best loved story a Nintendo Wii. Just give us a real-life example of someone who has benefitted from having a Tunstall product or service in their life, and you could be smiling too! The details of all entries will be kept confidential and although we will publish the winning entry in the next issue of we will not publish any identifying details of service users. Drop us an at editor@telehealthcaretimes.co.uk by 20th July. The small print The editor s decision is final. No cash alternative will be offered. The winner will be notified by no later than 31st July The Nintendo Wii and balance board will be shipped by tracked courier to an address of the winner s choice within 28 days of the winner supplying the address. The winner may be asked to take part in publicity related to this competition. Tunstall and Tunstall Response employees and their relatives are not eligible to enter the competition. Only one entry per person. Because my COPD is so acute my sister has been caring for me every day for 3 years, but now I have telehealth and my sister knows that the nurse is looking at me every day, and that they will come if there is a problem. She has now had her first holiday in 3 years! The system has given me such peace of mind, and a feeling of security. I can go out into the garden now or upstairs to do a few jobs without rushing and worrying all the time, it s made such a difference to my life. I feel a lot less stressed now, and I can get a good night s sleep without listening out all the time. If I had not had the advantage of your service I could have laid there for a couple of days, as I live alone and whilst I have good family members and neighbours it could have been some time, thank you once again! If you have a colleague that would like to receive, they can sign up on the website Tunstall-Newsletter. If you would prefer not to receive the magazine anymore or would like to update your details, please marketing@tunstall.co.uk