For many housing providers, your discussions about digital telecare will largely happen at a senior level. As a result, colleagues outside of these conversations are likely to have varying degrees of awareness about digital technology in general and may not be clear about the specific drives for this within your organisation.
But your staff play a key part in the success of your digital telecare project. In particular, the people managing your properties will be dealing with the new systems on a day-to-day basis, both in their own roles and to support your customers as they adjust to digital services. They also have valuable insight that you can tap into when developing your plans.
It’s therefore important to actively engage them at all stages of the process.
Six tips for involving your staff in your transition to digital telecare
1. Understand potential barriers
Introducing technology is a big change internally. In fact, the 2019 State of Care report from the Care Quality Commission found that a ‘perceived complexity’ and scepticism of new systems created a barrier to their successful adoption.
The attitudes and knowledge of your staff will have a significant impact on the roll-out of digital telecare within your organisation. This could include factors such as:
– A lack of awareness and/or knowledge about digital telecare in general, and the benefits this offers for both your staff and your customers
– A lack of confidence or anxiety about learning new technology
– A lack of buy-in or concerns about introducing new technology
Considering possible issues in advance gives you time to overcome these, addressing them proactively within your internal communications and training.
2. Think about the language you use
It’s important to think about the language you use internally to talk about your project. Technology often comes with its own set of jargon and acronyms, which can be a barrier to engagement in itself. To add to any confusion, you may find a variety of terms used to describe both traditional and digital telecare.
Bear in mind that your existing services may be known as warden call, community alarm or similar, so show how your new systems relate to this. Be consistent with terminology and make sure your communications are clear about what digital telecare means in practice. You can also create helpful resources in plain English, such as FAQs or a glossary of telecare terms.
3. Explain why you need to move to digital telecare
As this article from Deloitte notes, “people want to understand the ‘why’ behind the action” before they can accept the need for any change.
We know there’s a high level of awareness within the housing sector about the switch from an analogue to digital telecoms network, and what this means for traditional telecare services. But it’s crucial this awareness exists throughout your organisation, so colleagues can appreciate that the safety of your services is at stake. This is fundamental for generating internal support for your plans.
Beyond this, it can also be useful for your staff in their day-to-day roles: with a noted increase in call failure rates and issues around continuity of service, they may already be dealing with problems related to the digital switch without realising it.
4. Demonstrate the benefits of digital
Alongside safety and reliability issues, digital telecare offers many other tangible, positive benefits for both your staff and your customers.
Generate interest and buy-in by showing your staff:
- How digital telecare will help them in their day-to-day roles
Talk about features such as automated alerts for device downtime or low battery levels, remote maintenance and online access, and show how these can streamline the administration of your telecare services for your staff. - How digital telecare will help them support their residents
Demonstrate different communication options, such as video calling, and greater insight into people’s experiences, allowing your staff to provide a better service for residents. - How digital telecare will help their residents
Discuss features such as video and online access, which enable people to feel better connected, safer and in control, so they can live as independently as possible.
5. Seek staff input
Your staff are important end users of your telecare services and will have valuable insight into both your current systems and what your future systems should incorporate. It’s hugely beneficial to tap into in your early discussions.
Ask questions such as:
– What are their current challenges and requirements?
– What feedback do they get from your customers about your telecare services?
– What would improve these services?
This gives you the chance to shape your plans for a practical solution that meets the needs of your staff and customers.
6. Create a proactive engagement programme
Bring together the above elements with a planned communications programme that involves your staff throughout your digital telecare project.
Focus on core questions, such as:
– why are we switching to digital?
– what are the benefits of going digital?
– how will this change affect me and our customers?
– what are the project plans and timelines?
– how will I be supported through the process?
Answer these points in your internal communications, providing project updates and resources such as FAQs, video explainers and hands-on demos. Allow people to ask questions and provide feedback, with events such as staff forums.
You also need to ensure staff are fully trained ahead of implementation and are briefed on the installation phase so they know what to expect. Check with your digital telecare supplier what support and resources they offer your staff.
Conclusion
As key end users, it’s important to involve staff throughout your digital telecare project.
Prioritising engagement as an active part of your project plan gives you the means to establish trust and buy-in – and, as your staff and customers see the benefits of your digital telecare services, you will be in a much stronger position to realise the full benefits of your investment.
Take a read of our latest guide on: Managing the Transition to Digital Telecare: A Guide to Engaging Your Staff with the Technology.
