The solution and result

Sarah Davies, Operations Manager for Sheltered &Supported Housing at Magna, discusses their digital upgrade strategy and their experience with Appello.

What prompted your upgrade to digital telecare?

When I joined Magna five years ago, we were already preparing for the upcoming digital upgrades required by the analogue switch-off. Magna was already mapping out the requirements and the approach for delivery

Our Building Safety team took a proactive approach and committed to upgrading all call and fire detection systems in our older persons’ accommodation. Working collaboratively, we developed a robust plan to implement digital telecare alongside enhanced smoke and fire detection systems.

Why did you choose Appello’s digital telecare solutions?

This was fundamentally about risk mitigation. It is essential that we provide our customers with solutions that are proven and reliable. Appello is a well-established and trusted provider, recognised as an early adopter of digital technology.

We already utilise Appello’s monitoring services, which assures us that their Alarm Receiving Centre fully complies with the required protocols. Furthermore, Appello has a long history of developing and refining its products, giving us confidence in their quality and performance

What digital telecare solutions did you choose from Appello and why?

Magna offers SmartLife, SmartConnect, and Smart Living Solutions, and we also partner with Appello for monitoring services, providing an end-to-end solution.

We inherited Appello Careline following their acquisition of the organisation that previously managed our careline services. Magna completed a full procurement exercise for monitoring services through the PFH framework to ensure transparency and deliver value for money for our customers. Appello was successful in that process, and we are pleased to have continued our partnership.

Appello’s Smart Living Solutions—a comprehensive digital call system—has been installed in our two extra care facilities in Dorset and Somerset. This system provides the connectivity we require, including video communication and the ‘I’m OK’ feature, which supports daily checks at these sites.

What challenges have you experienced with your digital upgrade?

The procurement process was straightforward and efficient. Our customers have diverse care needs and personal preferences, so it is essential to ensure they feel comfortable with any changes. We are entering their homes, and our goal is always to minimise disruption. This requires careful coordination and clear communication, including making sure contractors fully aware of individual customer requirements.

With 64 sites and 3,500 connections, including communal areas, this represents a significant level of complexity and requires careful planning and coordination.

What benefits have you found following your digital upgrade?

The technology has been very well received by our customers. Improved connectivity has delivered clear benefits, which customers have recognised and appreciated.

The implementation process required some adjustments to our procedures, making this an excellent opportunity to review and refresh our approach.

What advice would you give to others looking at their digital upgrade?

It is essential to plan. For organisations committed to providing safe and secure homes for older people, this approach makes complete sense. If your service offer focuses on supporting individuals to age well and live independently for as long as possible, establishing a fully digital, end-to-end pathway is critical.

By doing so, you significantly reduce operational risks and create the safest possible environment for customers. We are proud that Magna could make this investment, as this service is vital to the wellbeing and security of our customers

Would you recommend Appello?

Yes, I would recommend Appello.