The solution and result
Jitesh Jivram, Head of Property Compliance, discusses how Appello has helped RHP transition to digital telecare, with the installation of Smart Living Solutions across their independent living schemes.
What prompted your move to digital telecare?
We had an older analogue telecare system in place with another supplier and knew we needed to upgrade this. The connectivity was very slow and the system didn't provide the reliability we needed, with the parts and breakdowns. The goal was to move all our retirement schemes to a digitally enabled system.
When I joined RHP in July 2023, we had already started the upgrade process with a trial period involving the installation of Appello's Smart Living Solutions across five schemes. My remit was to continue with this and deliver the remaining schemes over the next 12 months.
How have you found the installation process with Appello?
The first five installations were managed using a different contractor. But, when I joined RHP, I wanted to bring Appello in directly to do the install. I had every confidence in them as I’d worked with the team in my previous role (where I was overseeing probably about 30-49 installations of Smart Living Solutions a year with colleagues). I knew I could rely on the quality of work from Appello and didn't need to micromanage the project day-to-day. It’s all been smooth sailing.
Have you faced any challenges during the installation process?
With the installation of Smart Living Solutions, the main challenge was the timescale. I was brought in to accelerate the process, with the goal of completing this across all independent living schemes in one year. I knew what budgets I had and understood what could be delivered within that timeframe with Appello. Now my part of the project is fulfilled, so it's over to the team on the ground to manage this day-to-day going forward.
Alongside installing Smart Living Solutions, we're also implementing Appello's Careline monitoring services. This has been more challenging as we've had some broadband issues – this is no fault of Appello but it's meant I've had to put new broadband lines in and organise a stronger Service Level Agreement. Once this is ready, the Appello team is going to reprogramme the Smart Living Solutions system to the new broadband, making sure we've got the right services in place.
What have been the benefits of Smart Living Solutions so far?
During the initial trial, colleagues were amazed at how quickly a telecare call can be connected – potentially less than 30 seconds – and with the ability for the resident to be able to communicate with somebody in such a short space of time.
We've found there have been less maintenance issues and less downtime, so it’s had a good impact on the service delivery. The feedback from colleagues on the ground who look after the schemes has been positive, as well as our customers, which is obviously very welcome.
Would you recommend Appello?
Absolutely. I'm proud to recommend Appello if anyone asks about digital telecare. I based my recommendation on what I know about Appello in general and their overall offering, not only the Smart Living Solutions system but the community alarms too, just knowing what the system is going to do and the potential it has to save a life.
