The Telecare National Action Plan was released by the government earlier this year. We take a look at what this means for housing providers and local authorities, with an overview of the key points and expectations.
A Telecare National Action Plan has been published by the Department of Health and Social Care (DHSC) and the Department for Science, Innovation and Technology (DSIT).
This comes at a critical time as the rollout of the digital network continues across the country. Analogue and digital compatibility issues are already causing a rise in first time call failure rates, putting vulnerable individuals at risk.
With growing safety concerns, the newly launched plan addresses the increasingly urgent need to protect vital telecare services.
It sets out the government's expectations during the digital phone switchover, focusing on four main outcomes: protecting vulnerable telecare users, phasing out analogue devices, raising user awareness, and stakeholder collaboration.
Key points include:
- The sale and purchase of analogue devices is to stop - Telecare service providers are also expected to phase out analogue devices still in use. The government will establish a “feasible timeline” for this and communicate the deadline in the coming months.
- Analogue to digital converters are considered acceptable as an interim solution - The action plan recognises it may not be practical to immediately replace all analogue devices due to “legitimate barriers”, such as finances or resources. Interim solutions are therefore appropriate in the short term. However, they must be risk assessed and then regularly tested due to the varying reliability of these.
- There is a need to raise awareness with users and the general public - A national campaign, led by the telecommunications industry, is to be launched in early 2025.
- The importance of future-proofing - Organisations are encouraged to source future-proof systems, rather than simply swapping ‘like-for-like’. This will make the most of opportunities to expand the benefits of telecare services.
The Ministerial Forward states: “Telecare users have been identified as being at risk during the digital phone switchover, with past serious incidents underscoring the importance of safeguarding these individuals... We must avoid a situation where someone’s care line fails during a fall in the middle of the night because nobody made sure it worked properly with new technology.”
The plan is aimed at housing providers, local authorities, communication providers, commercial providers and third sector organisations. It replaces the ‘Telecare Stakeholder Action Plan’ released under the previous government.
Appello's view of the Telecare National Action Plan
Craig Barlow, Managing Director at Appello, says:
“Appello welcomes the Telecare National Action Plan, as we strongly believe further action is crucial.
In 2024, monitoring centres across the UK saw a concerning average of 20% of calls from analogue telecare equipment fail to connect. This poses significant risks to both service users and commissioners. Because these failures are invisible to the monitoring centre until after they occur, we share the frustrations, challenges, and concerns of those trying to access emergency support.
With just over 18 months until the switchover's completion, the reality is that many will lack the resources, capacity or time to transition to digital telecare. Therefore, while time is of the essence, it is right the action plan acknowledges that alternative solutions, such as analogue to digital converters, may be the only viable option for some.
We fully support the recommendation to “stop the sale and purchase of analogue telecare devices” where digital connectivity is available. However, this should be extended to ensure that all ‘digital’ equipment is genuinely compatible with the digital network without compromising the quality of telecare services.”
What are the key actions for housing providers and local authorities?
The main message within the Telecare National Action Plan is that telecare service providers must act now to avoid risks to telecare users. It references “serious incidences, including a small number of fatalities, where telecare devices have failed to work properly after the switchover.”
The emphasis is on the joint responsibility of all stakeholders to work together to prioritise the safety of vulnerable telecare users. This includes those involved in delivering telecare services – both suppliers and service providers – along with the telecommunications industry.
The most significant steps outlined for housing providers and local authorities include:
- Risk assess any interim solutions you're planning to implement, such as an analogue to digital converter. You must then establish regular testing to monitor the safety of your services including an analysis of call failure rates.
- Consider the impact of the 2G/3G networks shutdown on your services alongside the digital phone switchover.
- Take a risk-based approach to prioritise the most vulnerable people.
- Share data with communication providers so telecare users can be identified and the necessary safeguards put in place. (This is predominately relevant for local authorities, with the Local Government Association providing a template data sharing agreement and impact assessment for this.)
- Ensure your telecare equipment is resilient to power cuts, as digital solutions are often mains powered. This could include internal back-up batteries or alternative connectivity options, such as in-built roaming SIM cards. (While there is no regulatory requirement for communication providers to ensure uninterrupted access for telecare devices, the government expects steps to be taken to continue to improve battery back-up solutions to protect telecare users.)
The technology enabled care industry body, TSA, is developing an ‘analogue to digital (A2D) dashboard’, which will provide monthly updates on the sector’s migration progress.
The Telecare National Action Plan can be read in full here. It will be reviewed every six months, which may see “necessary adjustments” to expectations.
The need for action
As the digital phone switchover progresses, the impact on telecare services using analogue equipment has become clear.
The Telecare National Action Plan underscores the importance of protecting the people who rely on telecare. As we get closer to the final switchover deadlines, it’s vital organisations act without delay to secure the ongoing safety of these essential services.
The TSA says: “(We) urge all stakeholders – service providers, local authorities, housing associations, and telecom companies - to engage with the Telecare National Action Plan, assess their readiness, and collaborate on practical solutions to mitigate risks.”
Simplifying the digital switchover
Our goal at Appello is to provide all the facts on the digital phone switchover, so you can make decisions with confidence.
Talk to us to find out how we can help you with a pain-free transition to digital telecare.
