2 11 Tunstall Response Annual Report
Tunstall Response has been in operation for over 26 years providing monitoring services to organisations and individuals across the UK. During this period Tunstall Response has both developed and expanded its service offering as well as the monitoring centre itself. The monitoring centre is currently located at Ascot House in Doncaster with a back-up system located at Tunstall s Headquarters in Whitley Bridge. Tunstall Response provides monitoring services on behalf of over 15 Local Authorities, Housing Associations, Charities, Police Services and the Home Office across the length and breadth of the UK. Tunstall Response currently monitors service users on 24 hours, 365 days a year basis including individuals with a variety of needs including the elderly, the infirm, residents with Alzheimer s disease, hearing impaired and users for whom English is not their first language. In addition Tunstall Response has been providing specialist alarm monitoring services including domestic violence, repeat victimisation, racial harassment and other similar services on behalf of the police, housing and social care providers for many years. Tunstall Response has been in operation for over 26 years providing and monitoring services to organisations individuals across the UK. Tunstall Response provides reassurance and assistance to service users following the receipt of alarm calls from both dispersed alarm units or from hard wired equipment installed in sheltered accommodation. We currently have approximately 11, connections and received on average 3,5 5, calls/activations a day. We also support monitoring centres by offering out of hours monitoring, disaster recovery, lone worker and contracted out services. To enable Tunstall Response to provide a comprehensive response and monitoring service, Tunstall Response uses PNC6, the first digital ready call monitoring and management system, designed and developed by Tunstall.
Significant Achievements Changing needs are driving monitoring centres to integrate their operations in new and mutually beneficial ways. PNC6 facilitates this by supporting varied distributed access methods, allowing operators to maintain data and handle calls from any location that they choose. What s more, database authorisation is included which allows centres to maintain and report on different customer groups in various ways, respecting their relevant Service Level Agreements (SLA s). PNC6.2 has been released this year, offering all the benefits of the well established PNC6, with the addition of a valuable new Case Manager Tool and improved reporting functions. As Tunstall are the system designer and developers of the PNC systems, Tunstall Response have the advantage of being one of the first control centres to benefit from the new and upgraded software as they are released. Tunstall Response recently received the prestigious TSA Platinum Award, achieving the challenging new standards for call response times set by the Telecare Services Association (TSA). Tunstall Response work to and adhere to the TSA Telecare Code of Practice, recently received the Telecare Code of Practice, the widest stakeholder consultation exercise undertaken by the Association. Tunstall chose the TSA Code of Practice as a robust and accurate method for producing KPI s as it was specifically developed primarily for use by telecare service providers. The code ensures standards of service delivery and assists commissioners in identifying quality providers. In addition to achieving the TSA Platinum Award, Tunstall was named as the Health Investor s Telehealth/Telecare provider of the year at its awards ceremony. This was a significant achievement as they were up against stiff competition from five other shortlisted providers. The award recognises Tunstall as a pioneering industry provider, of innovative telecare solutions. Tunstall Response has successfully won four new contracts this year, in addition to the deployment of a large scale, city wide telecare service partnership with Birmingham City Council, believed to be the first of its kind within the UK. Tunstall Response will be providing a 24 hour a day monitoring response service, for up to 25, clients, enabling vulnerable adults across the city to continue to live an independent life. Tunstall Response will be providing a 24 hour a day monitoring response service, for up to 25, clients, enabling vulnerable adults across the city of Birmingham to continue to live an independent life.
Telehealth Technology Tunstall Response has provided Telehealth Monitoring since. A dedicated team of Telehealthcare Administrators based at the Redhouse Monitoring Centre. The equipment can be used to triage patient s vital signs such as blood pressure, blood oxygen levels or weight. Reading s are automatically transmitted to the Triage team through the telephone line, who can observe health status without the patient leaving their home. Perimeter readings are set on the triage system and readings that are out of the normal parameters, which may indicate deterioration in health, are then flagged on a traffic light system for action. A survey of 2 patients currently using Tunstall Responses Telehealth service in North Yorkshire and York showed that 96% of them would recommend the technology to others, with 98% being either satisfied or highly satisfied with how it s helping them manage their long term health condition. In North Yorkshire and York, telehealth has already accounted for a 5% reduction in the number of unplanned hospital admissions amongst those patients using telehealth. The monitoring of daily readings allows clinicians to look for trends that could indicate deterioration in a condition. Telehealth solutions offer a way of delivering tailored care for patients with long term conditions, which helps improve quality of life and prevent avoidable hospital admissions. Individuals can use Telehealth equipment to take the same measurements that a nurse or GP would take at a surgery, thereby avoiding frequent visits to the surgery. Telehealth technologies are not intended to replace care professionals but to establish a person-centred integrated health and social care, with the technologies acting as an additional mechanism to support and complement the care package within a home setting. It is also anticipated that telehealth may reduce the number of unplanned hospital admissions by helping to identify changes in people s health status before any problems become serious enough to warrant emergency intervention.
Key Performance Indicators Tunstall Response are aware that KPI s are required to set standards and indicators to ensure that the service we offer is reliable, consistent and continuous for users of telecare and for the local authorities commissioning it. Tunstall Response work to and adhere to the TSA Telecare Code of Practice, the widest stakeholder consultation exercise undertaken by the Association. Tunstall chose the TSA Code of Practice as a robust and accurate method for producing KPI s as it was specifically developed primarily for use by telecare service providers. The code ensures standards of service delivery and assists commissioners in identifying quality providers. TSA has identified a set of KPI s that telecare service providers need to meet and Tunstall Response follow the Code Matrix in order to obtain the annual accreditation. The process modules Tunstall are required in order to achieve the annual accreditation must be provided to a high and consistent standard. Accreditation is not based on self-assessment and as a TSA member organisation Tunstall received a rigorous initial inspection, followed by a annual inspection, with a full inspection every third year to verify we still meet the Code s standards. A dedicated wallboard system is in place at the Monitoring centre that was designed in consultation with control centre management. This gives graphical indication of current, historical and projected performance levels. PNC6 also has an additional operational reporting feature which has been developed to adhere to the new TSA requirements. On a monthly basis, Tunstall Response will provide the client with a qualified statistical breakdown of the time taken to answer calls in accordance with TSA guidelines. The Key Performance Indicators require 98.5% of alarms calls being answered within one minute and 99% of alarm calls within three minutes in each calendar month. Next Year s Targets and Future Service Direction The business will continue to invest in the latest technology and work to and adhere to the Standards and Key Performance Indicators indicated in the TSA Code of Practice. With the development of the PNC call monitoring and management system from Tunstall to the upgraded PNC6.2 system, we can continue to provide a strong platform from which we can grow in the future. It is expected that Tunstall Response will upgrade to PNC6.2 within 212 and we will benefit from the addition of a valuable new Case Manager tool, improved reporting functions and the PNC integrated voice recorder. Standards require that control centres record all inbound and outbound calls and PNC6 now includes a fully integrated voice recording subsystem. The integrated voice recorded allows recordings to be played back from the call history user interface in the PNC system to a PC. Due to the linked database, it ensures that a call in the PNC6 call history is exactly the same call as the speech file to which it is related.
Service User Survey Results We are delighted that in recent customer satisfaction surveys, that of our clients said that they were either satisfied or very satisfied with the Tunstall Response Service. 2, 175, A summary of service user comments, complaints and commendations are shown below and the action taken and outcomes are included. Call Volumes - 15, Call Volumes 125, 1, 75, 5, 25, 165,671 165,371 175,495 152,926 142,274 164,562 141,7 136,247 138,5 139,412 145,371 129,765 Response Times within 1 minute - 1 8 6 4 2 98.3% 98.% 97.2% 97.7% 98.1% 98.1% 99.2% 99.5% 98.8% 98.8% 97.5% 98.2% Response Times within 3 minute - 1 8 6 4 2 99.9% 99.8% 99.4% 99.8% 99.9% 99.9% 99.9% 99.7% 97.7% 99.8%
1 8 6 4 2 Call Quality Checks - 1 8 6 4 2 Line Utilisation - 1 8 6 4 2 Complaint Handling - Tunstall Response Annual Report
t: 845 56 54 56 f: 132 333175 e: enquiries@tunstallresponse.co.uk w: tunstall.com A member of the Tunstall Healthcare Group