As you make the move to digital telecare, you want to feel confident your new systems will be long-lasting. But it can be tricky to compare the different products on the market – and to know what questions to ask suppliers during the procurement process.
Your new digital telecare system needs to work for you today and in the long term. It must be straightforward to update, so you can adapt to changing organisational requirements, as well as future developments in technology.
This practical checklist focuses on the main elements of a future-proof digital telecare system:
- The right digital infrastructure – to provide a flexible foundation for your services.
- An end to end digital system – for greater reliability and longevity.
- Compliance with relevant Standards – to safeguard against risks.
Our aim is to help you have informed conversations with suppliers.
Your future-proof telecare checklist
You can use these questions when talking to suppliers and as a guide when creating your digital telecare specification. Each question includes an explanation for why this is important and what to look for in suppliers’ answers.
Q1: What options are there for expanding the system's capacity, including scaling for future growth and adding customisation to meet individual's specific needs?
Why this matters: Your resident numbers and requirements will change over time, so your system needs to be flexible and adaptable. You need to know you can add more devices or users – or increase the scope of your services – without having to start from scratch or interrupt your existing service. The right digital infrastructure gives you the strongest foundations for a future-proof system.
Look for:
- Cloud-based systems that can be updated or expanded without requiring new hardware.
- Systems designed as an open environment, giving you the option of integrating equipment from other manufacturers for greater flexibility.
- Transparent costs for adding more devices or users.
- Real examples showing how they’ve helped customers expand their services.
Q2: How does the system connect with third party devices and services?
Why this matters: Interoperability gives you more flexibility and choice. This means you can use existing or additional telecare peripherals, medical devices or smart home technology from third parties, without being locked into one supplier’s products.
Look for:
- The use of open transmission protocols (the 'rules' that govern how digital information is sent and received).
- NOWIP (part of the British Standard BS8521-2) is the open digital protocol for grouped living schemes.
- TS50134-9 (CENELEC) is the European Standard open digital protocol for dispersed alarms (NB: developed from SCAIP, the Social Care Alarm Internet Protocol).
- Details on current equipment/suppliers the system can connect with.
- Clear processes for adding new types of devices.
Q3: How do you keep up with new technology and what are your plans for developing the system?
Why this matters: You're making a long-term investment. You need to know your system can keep pace with advances in technology and that your supplier is committed to ongoing innovation to develop their products.
Look for:
- Details on regular system updates and improvements.
- Examples of how customer feedback shapes development.
- 4G capability (with 2G as the failover) if planning to use mobile connectivity to avoid issues when 2G is sunsetted from 2028.
Q4: Can you show that every part of the system is digital, with no analogue components?
Why this matters: Not all digital telecare systems deliver a fully digital service from start to finish. Some still send the alarm call as an analogue signal, which is then converted to digital. But systems relying on analogue technology, even in part, risk obsolescence once the digital switchover is complete.
An end to end digital system is designed specifically for the digital network. This is much more reliable and offers improved functionality, making it a better long term investment.
Look for:
- Digital signalling from start to finish – i.e. the alarm call is not initially sent as an analogue signal.
- A list of system components to confirm there are no analogue parts that may become tricky to replace.
- Details on how data security is managed. This may be using Virtual Private Network (VPN) or Transport Layer Security (TLS). TLS is the most up to date method and offers several advantages over VPNs.
- Evidence the system has been tested across the digital network.
Q5: What Standards do you use in your product development and how do you meet these?
Why this matters: Standards set out agreed specifications, procedures and best practice for manufacturers. These address real-world risks and incorporate relevant regulations, protecting your customers and organisation. Standards also enable you to work with third parties following the same frameworks.
Look for:
- Confirmation the system complies with the main British and European Standards relating to digital telecare.
- BS 8521-2 is the British Standard for social alarm systems (i.e. in group living schemes).
- EN 50134 is a European Standard for dispersed alarms.
- Details on how additional Standards will be implemented as necessary. This includes the new TEC-focused BS 8684, which is launching in January 2025.
Switch to digital telecare with confidence
Upgrading to digital telecare isn't just about replacing old equipment. You need to make sure your new system will remain effective and relevant over time, so you can avoid:
- Unexpected costs from frequent replacements
- Limited ability to integrate new technologies
- Reduced service quality
This means selecting a flexible digital infrastructure, checking you're getting a fully end to end digital system and confirming compliance with relevant standards.
Use this checklist to have the right conversations with suppliers. Then you can make decisions with confidence – choosing future-proof digital telecare that will serve your customers and organisation for many years to come.
Our goal at Appello is to provide all the facts on the digital phone switchover and digital telecare. Talk to us to arrange your pain-free transition to digital telecare. We’ll audit your current system and provide our recommendations for cost-effective, future-proof digital telecare solutions that meet your needs.