Data explained: Why this is vital for your monitoring service

From the moment a person presses their telecare alarm, data plays a central role in ensuring they get the right support as quickly as possible. In this blog post, we explain why it's crucial your monitoring centre manages and uses data effectively – and how you can confirm this is happening.

Your telecare service is built on data. When an alarm is triggered, it's the data, such as personal and medical information, linked to this that tells the operator about the person calling and how to help them safely.

In fact, it’s the accurate information that underpins the processes your monitoring centre has in place, affecting both the speed and effectiveness of the response in emergency situations.

But this information doesn't only power decision-making at the time of the telecare call. It also enables the smooth running of your service, providing insight into everything from daily operations to your users' long-term wellbeing.

Data in action – what happens during a telecare call

Telecare operators offer a lifeline to countless people around the country. To achieve the best outcome, they need access to certain information on their callers.

Your monitoring centre should have a system for displaying key information for operators' during calls. This includes:

• Personal details.
• Current medication, medication history and any changes.
• Key contacts.
• Access information, such as current key safe codes.
• Call history, previous call notes and outcomes.
• Specific call procedures for the housing provider. 

These details allow the operator to quickly reassure the caller, confirm their situation and arrange the right support. This ensures a person-centred response, where each individual’s needs are understood and met.

The importance of data in telecare

Accurate data is vital to:

• Enable the operator to make more informed decisions, so they can act with speed and confidence.
• Ensure calls are dealt with efficiently, so the operator is ready to help the next person.
• Allow for proactive care and intervention, building a rich history of residents’ behaviour.
• Improve trust and engagement, demonstrating that each individual’s circumstances, preferences and history are known and respected.
• Empower better outcomes and a higher quality service.

The consequences of incorrect data

This makes data integrity absolutely essential. Incorrect information can lead to significant consequences, including delayed or inappropriate responses, breach of data protection laws and failure to properly support the emergency services.

Consider what happens when:

• The wrong contact is listed - Sometimes the first point of contact will be the next of kin but in other cases it may be a warden at the scheme or another nominated person. This must be listed correctly as calling the wrong person can cause worry and confusion, as well as delaying help.

• Access details are incorrect - Key safe codes may be regularly changed on site. If the records do not have the latest codes listed, the person calling cannot be physically reached. For some housing providers, this has resulted in breaking down doors to get in, which not only slows an emergency response but also leads to costly repairs.

• Medical information is missing or outdated - Details about medications, existing conditions and allergies must be passed on accurately to emergency services. If this information isn't available or current, it can hold back appropriate treatment or lead to the mishandling of the situation.

The wrong information can put people at risk, adding further pressure on the operator and affecting their capacity to deal with other calls.

Keeping data up to date

Careful data management is therefore crucial. This relies on your monitoring provider having a number of elements in place.

The right systems

This includes a dedicated online management portal, so both your staff and operators can access and maintain information, with the ability to:

• View scheme details (e.g. last fire panel test)
• View and update records easily, including access to medical information
• Track first time call failures
• See when a call has taken place and the outcome
• Be prompted automatically to review data, with built-in alerts

Clear processes

Robust processes are the backbone of your monitoring service. These should cover how this information is handled, addressing questions such as:

• Where does data come from and how is it processed?
• Who owns which data and who is responsible for updates?
• How can information be communicated properly to staff, users and family members?
• How can data inform day-to-day operations and continuous improvement?

Digital telecare makes this all the more important, as this generates large volumes of data from a potentially wide range of equipment.

Comprehensive training

Staff should fully understand why they need to carefully manage peoples' information and the procedures they must follow. This includes:

• When and how to update records following calls.
• Handover protocols for consistency between teams.
• The importance of data protection compliance when dealing with personal information.

Using data strategically

Beyond day-to-day call handling, data offers invaluable insights that can transform your service. Your monitoring provider should provide effective reporting tools to help you unlock this information and shape your strategy.

• Real time information - A live dashboard can track current alarm volumes, response times and other key performance indicators. This aids resource allocation and workloads to keep everything running smoothly.

• Performance monitoring - Your provider can review how staff are performing and pinpoint areas for additional training or support, feeding into your service level agreements and quality control.

• Wellbeing analysis - Usage reports can reveal when someone may require extra help. This includes spotting changes in alarm frequency or the type of calls (such as an increase in falls or extended periods of no activity) for a more proactive approach to a person's care.
  

How data impacts your monitoring service

Data lies at the heart of your telecare services, directly impacting their safety and reliability.

With the right systems and processes, your monitoring provider can use up to date information to give the best possible response to alarm calls and continuously improve your services. You should be working in partnership to understand what needs to be in place and how you can get the most value from this.

Start by asking your monitoring provider:

• How is data used within our telecare service?
• What processes do you have to keep data up to date?
• What information do operators see about the caller?
• What reporting options can you offer?

Digital monitoring services for housing providers

Appello Careline is the UK's largest monitoring centre, supporting over 400,000 older and vulnerable people with the help they need, when they need it.

We blend technical expertise and robust processes with empathy to deliver people-focused services that meet your current demands and adapt to future needs.

Talk to us to find out more and arrange your pain-free transition to digital telecare.

You can find more details on how best to future-proof your telecare in our latest guide. 

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