Telecare Services

Providers of telecare services

There are over 300 telecare services provided in England by local authorities, housing associations, independent, voluntary and third sector organisations as well as commercial providers. There are estimated to be at least 1.6-1.7 million telecare installations in England that are currently benefiting tenants, service users, carers and their families.

Types of telecare services

Telecare services range from pendant alarms through to more complex sensor arrangements to enable people to remain independent in their own homes.

Generally, a base unit will plug into a wall telephone socket and a nearby electrical socket. Sensors are placed around the home that will send alerts to the base unit then down the telephone line to a control centre where a response will be provided. For instance, a flood detector would pick up water on the floor of a bathroom or kitchen and send a message through the base unit to the control centre. A computer screen in the control centre would provide information about the address and location of the detector and arrangements for calling the user or a carer, family member, response service or emergency services. The control centre staff are generally able to maintain communication with the user during the emergency to provide reassurance. Telecare services can provide information about the best sensors to use in the home to handle different situations.

A small number of local authorities and health trusts have been testing telehealth systems that can monitor respiratory and heart conditions at home - these services are very limited at this time. These services include regular home monitoring of blood pressure, blood sugar, weight and other vital signs. If these measurements are outside of certain levels, healthcare professionals (eg specialist nurses, community matrons) are alerted and will take appropriate follow up action.

Most parts of the country are covered by a telecare pendant alarm service from a local or national organisation. In recent years, local authorities, housing associations and third sector organisations have been putting into place telecare sensor services. These sensors are able to monitor smoke, temperature, flooding, dangerous gases, movement and inactivity, falls, epileptic seizures and many other situations. An alert is sent to a control centre. A responder such as a family member or neighbour is contacted or in some cases a home visit service is provided to deal with the situation that has arisen. Where there is a fire or someone has been injured, the emergency services are immediately notified by the control centre.

Telecare services are often called careline, linkline, helpline, community alarm or given a local name associated with the organisation providing the service.

Benefits of telecare services

Newer telecare systems provide unobtrusive monitoring. They are mostly provided in the home. However, in future there may be more examples of mobile devices which provide an alert from any location when a button is pressed. These devices can also provide information about the location which can be helpful for people with dementia who may be away from their homes.

Telecare services tend to benefit older people most of all particularly if they live alone. However, there are advanced environmental control systems used in the home for people with physical disabilities that can provide door entry arrangements and automate curtain closing as well as switch on the television. People with learning disabilities may benefit from various types of home sensors. Telecare may be provided on hospital discharge and can be used to help with care planning by providing information about lifestyle and daily living.

As well as providing peace of mind and reassurance to users and their families, telecare systems may reduce care home and hospital admissions. Telecare may also be able to reduce falls or further injury after a fall by providing an alert with a rapid response. Carers may benefit by being able to continue working in the knowledge that the telecare service will respond to an emergency.

In some cases, some telecare devices may be installed automatically in supported housing (including sheltered and extra care), but generally, the service is set up for each individual as part of a care plan. Agreement and consent will be required.

If you are in a housing scheme some form of telecare may be included as part of the service charge. There may be warden or floating support with a local control centre.

Access to services

There will be variations in the provision and costs of local services. There may also be eligibility criteria for services (eg Fair Access to Care Services). Where services are provided as part of a community care assessment, individuals may wish to use direct payment or personal budget options as part of their choice. Many services also offer self-purchase options at a few pounds per week. Housing schemes may include telecare or community alarms as part of their service charge. The local authority, housing association or telecare service provider will be able to provide more information about the service costs. The list of current services provides contact information via local web sites.

List of current services in England

Over 300 national and regional entries below are linked to web sites - not all services are advertised in this way. If no link is available for your area then contact your local authority (General information is available at Directgov). The web sites will provide information about services, eligibility and charges. These local web sites include addresses and phone numbers. Many services will provide leaflets about the sensors available and how monitoring and response arrangements can be made. Leaflets are often available in GP practices, libraries and local information centres.

Since 2005, service providers have increased the local awareness of telecare through staff training, poster, leaflet and radio campaigns. If you have contact with local health, social care, housing services, voluntary or third sector organisations they are likely to know details of services in your area.

Revisit this site regularly to check for updated services in your area.

If you want to find out the progress being made by social care services in your area in implementing telecare then visit www.dhcarenetworks.org.uk/telecareprofiles. if you want to find out about general progress on telecare across the country then visit www.dhcarenetworks.org.uk/telecareoutcomes for further information.

Examples of telecare in use

There are many examples of telecare in use all around the country. Many local authorities and housing associations have reports and evaluations which show examples of telecare in use for older people, people with dementia, people with learning disabilities and people with long term conditions.

In April 2009, the Care Quality Commission (CQC) collected information from 152 social care authorities. Examples and case studies for telecare in use can be found at www.dhcarenetworks.org.uk/telecareoutcomes. Telecare profiles for all 152 authorities are available at www.dhcarenetworks.org.uk/telecareprofiles.

Check local information and take advice

Particular care needs to be taken before agreeing to purchase telecare equipment and services. If you are self-purchasing or using a personal budget or direct payment from social services, you may wish to consider various options and take independent advice where available before signing an agreement or contract. You may have a local care manager or care co-ordinator who may be able to review the options for you to help with your decision.

It is important to find out what service options are available and their cost - this will depend on whether housing and social services are involved. Some service providers have local demonstration centres or accommodations (eg smart homes) where equipment and service options can be discussed and demonstrated. As the equipment is installed in individual homes using different telecom providers, it is important that the system is checked and tested on a regular basis. Telecare equipment is generally simple to maintain (eg replacing batteries from time to time). However, to be effective, telecare must be used as advised eg falls monitors and pendant alarms should be carried around by the individual and not left in a cupboard where they cannot be reached in an emergency.

If a telecare service entry needs updating or you are having difficulty contacting a service then please e-mail telecare@dhcarenetworks.org.uk.

The Department of Health does not endorse equipment or services and is not responsible for the content of external links. The Department is not able to follow up individual enquiries or complaints about telecare services.

Regional/National organisations providing telecare and related services

Aid Call, Advanced Independent Monitoring, Amicus Response, AnchorCall, Alertacall Ltd, Cirrus Careline Ltd, Community Voice Ltd, Eldercare, Hanover Housing Association, Help the Aged, Invicta Telecare, Johnnie Johnson Housing, NHS Direct, Orbit Housing Group, Places for People Group, Positive Response Communications Ltd, Tunstall Response Ltd

London

Barking and Dagenham, Barnet, Barnet Homes, Bexley, Brent, Bromley, Camden , City of London, Croydon, Ealing, Enfield, Greenwich, Hackney, Hammersmith and Fulham, Haringey , Harrow , Havering , Hillingdon , Hounslow , Islington , Kensington and Chelsea , Kingston Upon Thames, Lambeth, Lewisham , Merton , Newham , Redbridge, Richmond, Southwark , Sutton , Tower Hamlets , Waltham Forest, Wandsworth, Westminster

London Telecare

Amicus, Habinteg Housing Association, Hanover in Hackney, Hounslow Homes, Invicta, Aermid Healthcare Ltd, Springboard Housing Association

South East

Bracknell Forest, Brighton & Hove, Isle of Wight, Medway, Milton Keynes, Portsmouth, Reading,
Slough, Southampton, West Berkshire, Windsor and Maidenhead, Wokingham

Buckinghamshire - Aylesbury Vale, Chiltern, South Bucks, Wycombe

East Sussex- Eastbourne, Hastings, Lewes, Rother, Wealden

Hampshire - Basingstoke and Deane, East Hampshire, Eastleigh, Fareham, Gosport, Hart, Havant, New Forest, Rushmoor, Test Valley, Winchester

Kent - Ashford, Canterbury, Dartford, Dover, Gravesham, Maidstone, Sevenoaks, Shepway, Swale,
Thanet, Tonbridge and Malling, Tunbridge Wells

Oxfordshire - Cherwell, Oxford, South Oxon, Vale of White Horse, West Oxon

Surrey - Elmbridge, Epsom and Ewell, Guildford, Mole Valley, Reigate and Banstead, Runnymede, Spelthorne, Surrey Heath, Tandridge, Waverley, Woking

West Sussex - Adur, Arun, Chichester, Crawley, Horsham, Mid Sussex, Worthing

Amicus Response, Cottsway Housing Assocation, Download Housing Group, Maidenhead and District Housing Association, Sentinel Housing Group, Sovereign Housing Association, Testway Housing, Worthing Homes, Wealden and Eastbourne Lifeline, Rother Homes

North East

Darlington, Hartlepool, Middlesbrough, Redcar and Cleveland, Stockton on Tees

Durham - Chester-le-Street (Cestria), Derwentside, Durham, Easington, Sedgefield, Teesdale, Wear Valley

Northumberland - Alnwick, Berwick upon Tweed, Blyth Valley, Castle Morpeth, Tynedale, Wansbeck

Tyne and Wear - Gateshead, Newcastle upon Tyne, North Tyneside, South Tyneside, Sunderland

Coast and Country Housing, East Durham Homes, Housing Hartlepool

North West

Blackburn with Darwen, Blackpool, Halton, Warrington

Cheshire - Chester, Congleton, Crewe and Nantwich, Elsemere Port and Neston, Macclesfield, Vale Royal

Cumbria - Allerdale, Barrow in Furness, Carlisle, Copeland, Eden, South Lakeland

Greater Manchester - Bolton, Bury, Manchester, Oldham, Rochdale, Salford, Stockport, Tameside, Trafford, Wigan

Lancashire - Burnley, Chorley, Fylde, Hyndburn, Lancaster, Pendle, Preston, Ribble Valley, Rossendale, South Ribble, West Lancashire, Wyre

Merseyside - Knowsley, Liverpool, St Helens, Sefton, Wirral

Anchor Trust, Attendo Response, Bolton at Home, Carlisle Housing Association, Cheshire Peaks and Plains Housing Trust, Community Gateway Association, Chester and District Housing Trust, Dane Housing, Eden Community Alarms, Eden Housing Association, First Choice Homes Oldham, Halton Housing Trust, Housing Connection Partnership, Housing Pendle, Hyndburn Homes, Johnnie Johnson Housing, New Progress Housing Association, Places for People Group, Riverside Group, Rochdale Boroughwide Housing, Stockport Homes, VNC Lifeline, Weaver Vale HT, Wirral Partnership Homes

Yorkshire and the Humber

East Riding of Yorkshire, Kingston upon Hull, NE Lincolnshire, North Lincolnshire, York

North Yorkshire - Craven, Hambleton, Harrogate, Richmonshire, Ryedale, Scarborough, Selby

South Yorkshire - Barnsley, Doncaster, Rotherham, Sheffield

West Yorkshire - Bradford, Calderdale, Kirklees, Leeds, Wakefield

Broadacres Housing Association, Tunstall Response Ltd, Bradford Community Housing Trust, Attendo Response

East Midlands

Derby, Leicester, Nottingham, Rutland

Derbyshire - Amber Valley, Bolsover, Chesterfield, Derbyshire Dales, Erewash, High Peak, North East Derbyshire, South Derbyshire

Leicestershire - Blaby, Charnwood, Harborough, Hinckley and Bosworth, Melton, North West Leicestershire, Oadby and Wigston

Lincolnshire - Boston, East Lindsey, Lincoln, North Kesteven, South Holland, South Kesteven, West Lindsey

Northamptonshire - Corby, Daventry, East Northants, Kettering, Northampton, South Northants, Wellingborough

Nottinghamshire - Ashfield, Bassetlaw, Broxtowe, Gedling, Mansfield, Newark and Sherwood, Rushcliffe

A1 Housing Bassetlaw Ltd, Amber Valley Housing Limited, Ashfield Homes Limited, Boston Mayflower, Charnwood Neighbourhood Housing Limited, High Peak Community Housing, Leicester Housing Association, New Linx Housing Trust, Nottingham Community Housing Association, Nottingham City Homes, Three Valleys Housing

West Midlands

Herefordshire, Stoke on Trent, Telford and Wrekin

Shropshire (1)/Shropshire (2) - Bridgnorth, North Shropshire, Oswestry, Shrewsbury and Atcham, South Shropshire

Staffordshire - Cannock Chase, East Staffs, Lichfield, Newcastle under Lyme, South Staffs, Stafford, Staffordshire Moorlands, Tamworth

Warwickshire - North Warwickshire, Nuneaton and Bedworth, Rugby, Stratford upon Avon, Warwick

West Midlands - Birmingham, Coventry, Dudley, Sandwell, Solihull, Walsall, Wolverhampton

Worcestershire - Bromsgrove, Malvern Hills, Redditch, Worcester, Wychavon, Wyre Valley

24 Severn Careline, Aspire Housing Ltd, Herefordshire Housing Limited, HomeZone Housing, Orbit Housing Association, Sandwell Homes Limited, Severnside Housing, Solihull Community Housing, Stafford and Rural Homes, Three Valleys Housing, Trent and Dove Housing Limited, Trident Housing Association, Worcester Community Housing, Worcestershire Telecare, Wyre Valley Sheltered Housing

East

Luton, Peterborough, Southend on Sea, Thurrock

Bedfordshire - Bedford, Mid Beds, South Beds

Cambridgeshire - Cambridge, East Cambridgeshire, Fenland, Huntingdonshire, South Cambridgeshire

Essex - Basildon, Braintree, Brentwood, Castle Point, Chelmsford, Colchester, Epping Forest, Harlow, Maldon, Rochford, Tendring, Uttlesford

Hertfordshire - Broxbourne, Dacorum, East Herts, Hertsmere, North Herts, St Albans, Stevenage, Three Rivers, Watford, Welwyn Hatfield

Norfolk - Breckland, Broadland, Great Yarmouth, King's Lynn and West Norfolk, North Norfolk, Norwich, South Norfolk

Suffolk - Babergh, Forest Heath, Ipswich, Mid Suffolk, St Edmundsbury, Suffolk Coastal, Waveney

Amicus Response, Chelmer Housing Partnership, Circle Anglia, Flagship Housing Group, Cross Keys Homes, Bedfordshire Pilgrims Housing Association, Ridgehill Housing Association, St Georges Community Housing, Watford Community Housing Trust, Springboard Housing Association, South Essex Homes

South West

Bath and North East Somerset, Bournemouth, City of Bristol, North Somerset, Plymouth, Poole, South Gloucestershire, Swindon, Torbay

Cornwall and Isles of Scilly - Caradon, Carrick , Kerrier, North Cornwall, Penwith, Restormel, Isles of Scilly

Devon - East Devon, Exeter, Mid Devon, North Devon, South Hams, Teignbridge, Torridge, West Devon

Dorset - Christchurch, East Dorset, North Dorset, Purbeck, West Dorset, Weymouth and Portland

Gloucestershire - Cheltenham, Cotswold, Forest of Dean, Gloucester, Stroud, Tewkesbury

Somerset - Mendip, Sedgemoor, South Somerset, Taunton Deane, West Somerset
Wiltshire - Kennet, North Wiltshire, Salisbury, West Wiltshire

Call24Hour, Devon Community Housing Society, Hanover, Magna Careline, Mendip Housing, North Devon Homes, Ridgeway Community Housing Association, Teign Housing, West Wiltshire Housing Society,

Other sources of information (always check with your potential service provider about equipment, monitoring and response options):

Living Made Easy - Telecare (Disabled Living Foundation)

Choosing a personal alarm and other factsheets (Disabled Living Foundation, 2007)

atdementia (provides user-friendly information about assistive technology for people with dementia)

Ricability information about community alarm systems

Telecare Services Association - membership organisation for telecare providers

The Department of Health does not endorse equipment or services and is not responsible for the content of external links. We are not able to follow up enquiries or complaints about telecare services.