Community Alarm Service Annual Report 2011/2012 Welcome to the Community Alarm Service Annual Report for 2011/2012. The service has been operational for 26 years. We employ 34 staff members who provide a 24 hours a day 365 days a year, emergency alarm monitoring and response service. Based in Hyde Lodge Winchester, it provides the service to more than 2900 service users, living in Winchester and the surrounding district.
The service is exactly what it says - ‘A Life Line’. Thanks Lifeline customer in southern parishes
We provide this service to tenants living in our Sheltered Housing Schemes, some sheltered tenants with other landlords and to private service users via Lifeline and Telecare alarm units with sensors.
Achievements this year Winchester City Council has been awarded a corporate Customer Service Excellence Award. The Community Alarm Service is proud to be part of that achievement which recognises the organisation’s commitment to delivering high quality services to our customers. We have successfully achieved the standards set out in the Telecare Services Association (TSA) Code of Practice for key areas of service delivery. These include Call Monitoring; Installation of Equipment; Responding Service and Service Tailoring. The TSA is the industry body for Telecare and Telehealth.
Community Alarm Service
Call Response Time In 2011/12 we answered more than 111,786 alarm calls.
The TSA Code of Practice Target is that 98.5% of calls should be answered within 60 seconds and 99% within 180 seconds Over the twelve month period ending 31st March 2012, 98.83% of calls were answered within 60 seconds and 99.78% within 180 seconds.
Summary of Call Response Time 2011 - 2012 100
% of calls answered within 60 seconds
Key Performance Standards
98.5
98
97
96
95 Apr May Jun Jul 2011 2011 2011 2011
Responding to visits to Service Users
The TSA Code of Practice Target is that 90% of response visits should arrive at the customer’s home within 45 minutes and 100% within one hour of the call being received. We exceeded that performance target, with over 99% of visits occurring within 45 minutes and 100% within one hour.
Lifeline and Telecare Installation In the last year we achieved 100% of all urgent installations within the target 2 days and 100% of all non urgent within the target 15 days. We also achieved 100% for repair of Lifeline and Telecare units within 48 hours.
Annual Review Visits to Service Users Over the course of the year we visited over 900 Lifeline and Telecare service users. Staff visited each service user to check that the Lifeline equipment is fully operational and to update the servicer user’s records where required.
Aug Sep Oct Nov Dec 2011 2011 2011 2011 2011
Jan 2012
Feb 2012
Mar 2012
TSA Target
Average for Month
Overall Average to Date
Monthly Response Times to Call Outs April 2011 - March 2012 Response Time to Call Outs (minutes)
In 2011/12 the team of Responding Officers were called to visit over 800 service users.
99.06 98.65 98.66 98.69 98.56 98.55 98.69 98.66 99.10 99.07
99
99
50
Apr - 11
O ct- 11
45
M ay- 11
N ov- 11
Jun- 11
D ec- 11
Jul- 11
Jan- 12
Aug - 11
F eb- 12
Sep- 11
M ar - 12
40 35 30 25 20 15 10 5 0 0-1 5
1 6 – 30
31 – 45
46 – 60
No of Calls in Month
Calls per Month for 2011 - 2012 Apr 7%
Mar 8%
May 6%
Feb 14%
Jun 6% Jul 6%
Jan 9%
Aug 6% Sep 7% Dec 13% Nov 8%
Oct 10%
Annual Report 2011/2012 Customer Feedback The Community Alarm Service routinely gathers feedback from customers by seeking the views of 5% of customers who have used the service, either by having new equipment installed or by activating their alarm. Satisfaction levels were high over the past year This process also enables us to invite comments from customers about the service they have received and again we welcome comments whether favourable or critical as they help us improve the service.
Service Quality
Speed of Response
Staff Helpful
Good Value
Installation
100%
100%
90%
100%
Monitoring
95%
92.6%
95%
91.8%
92.6%
90.1%
91.4%
92.6%
Feedback
Response
“Very good value for money, best thing I’ve done. Having my button gives me confidence and the staff I’ve met all seem so friendly which is nice” Lifeline customer in Central Winchester
Complaints and Compliments Complaints and compliments are monitored so that we can learn from them and improve our services. We dealt with five complaints during the year. One of these in particular led to us improving the clarity of our annual bills, and another to review our procedures for sending out a responder. Seven compliments were recorded including one which recognised the peace of mind offered by knowing the service was available throughout the Christmas period and another which expressed thanks for the “excellent service and very helpful staff”.
“Problems with interference to other electric equipment in the house ” [We were able to resolve this issue by fitting a filter onto the equipment] Lifeline customer in southern parishes
Community Alarm Service
Annual Report 2011/2012
Objectives for 2012/13 G
Upgrade of Control Centre Alarm equipment to Tunstall PNC6. There are many technological advances in the social alarm and telecare sector and the Council wants to ensure our service takes advantage of the latest developments
Award winning service
G
Carry out Service User Satisfaction Surveys for all users of the service. A full survey of all customers will help to ensure we understand what our customers like about the service and what we need to improve
G
G
Continue to obtain information from new service users to improve the service.
G
To undertake a programme of equipment upgrades where required This will help us maximise opportunities to embrace technological developments within Telecare services, promoting wellbeing for all service users.
G
Raise awareness of Telecare amongst Health, Housing and Social Care Worker and the public providing advice and consultation and giving presentations.
Retain TSA 2009 Code of Practice accreditation. Operating services in accordance with the TSA Code of Practice is the best way to ensure our customers receive the best possible standard of service from the Community Alarm Service.
For more information on Lifeline and Telecare Services contact: phone: 01962 856 488 or email: lifeline@winchester.gov.uk web: www.winchester.gov.uk
If you have any particular needs which affect how you are able to use or be involved in our services or how you would like to receive information for example translation, interpreters, Braille, audio tape, large print, sign language - please contact the Customer Service Centre either by telephone 01962 840 222 or by email customerservice@winchester.gov.uk Telephone calls may be recorded
HS0002-02219 May 2012 Produced by Winchester City Council
Community Alarm and Telecare services play a vital role in helping older and vulnerable people to live independently. The Council continues to work in partnership with Hampshire County Council to promote Telecare services throughout the County.