The solution and result

Georgina Morris, Independent Living Coordinator at Ateb Group, discusses their experience with Appello.

Why did you choose Appello and how involved were your customers?

We have a number of sheltered housing and extra care schemes with Appello, with the most recent of these installed just over a year ago. Our previous telecare system wasn't digital, so consultations were undertaken with customers and staff to choose the products to replace this.

As a company, our customer is the main focus and we carry out many consultations with them to make sure they're happy. When looking at the different products to choose, Appello brought samples so our customers and staff could try them out, which was great.

How have you found SmartConnect?

It's a good system, very user-friendly and easy to use. Having the ability to look at the units on the computer (with Appello's HQ platform) has been great. Staff had training on how to use the system and I've been able to contact the team easily for programming the pendants and devices. We can put the system on test mode to test the pull cords, which we do every six months, and dial into the customers' flats to speak directly to them. It also provides a lot more opportunities for our customers to connect with equipment such as fall detectors.

Have there been any challenges?

We've had a couple of issues with the installation phase but the technical support team has been amazing. It's an open conversation, which has been good.

How have your residents found SmartConnect overall?

We had our previous system for many, many years so it was a big change. It took our customers a little while to get used to it but we've done a lot of training, asking if they want us to show them how to use the units. We've definitely settled into it now.

The door access gives them more privacy as family, friends and deliveries can call up to the customer's flat and they're able to let them in through the automatic door.

They also feel much more confident wearing the SmartTrigger pendants. They’re very lightweight and sleek, with the option for the wider wrist strap as well as the pendant around the neck. It's a much more modern look than the ones we had previously. The buttons are also more reactive – that’s really good because the customers don't have to press too hard in the event of an emergency, but they needed to get used to that.

What are your next steps?

We have a number of sites that have been fully upgraded, with another five sheltered schemes where we're undertaking an independent living review and consulting with customers. But overall, we're almost fully upgraded now. It would definitely be something I would encourage; the system can be monitored much more easily. It will be interesting to see how much the customers can utilise the service over the next year.

Would you recommend Appello?

Yes, I would. The product itself is good and we're finding that our customers are liking it and are able to use it easily. It's definitely a positive.