Appello DigitalBridge reduces NRS Healthcare first-time failure rates by 27%

The solution and result

Appello DigitalBridge*, a cloud-based analogue-to-digital protocol conversion tool, was introduced to address the challenge. This application converts incoming BS8521-1 analogue messages to BS8521-2 digital messages for improved reliability. 

Appello and NRS Healthcare took a project management approach, with weekly project meetings and reports to keep the local authority customer up to date with progress. Testing was a partnership effort, with the Appello technical team working closely day to day with the NRS Healthcare project team, technical experts, and telecare technicians.

Rigorous testing reduced first-time call failure rates from 28% to 0.006%, exceeding expectations. The implementation process, completed in October 2020, involved close collaboration between NRS Healthcare, Appello, and the local authority customer, ensuring successful project delivery. 

The result is a reliable service that keeps customers safe and independent at home.

“This success rate of calls reaching the monitoring centre first time, gave us and our commissioners confidence in a safe and effective service for people who need telecare to help them live safely and independently. We have confidence that telecare assistance calls are getting through to an operator as quickly as possible on the current analogue network. We know this isn’t a long-term fix and that as digital services are rolled out by telecoms providers the offer will need to change”

James Lampert, Head of Technology Enabled Care Services at NRS Healthcare

*(Appello DigitalBridge product has now been superseded by our updated product SmartBridge, an analogue to digital converter).

Find out more about Appello SmartBridge

Appello SmartBridge is a cloud-based solution that bridges the gap between analogue and digital telecare systems. It enables housing and care providers to maintain reliable services during the UK's transition to an All-IP network.

By partnering with Appello, providers can reduce risks associated with the telecoms upgrade and ensure safe, effective, and compliant telecare services for their customers.

Learn more