Community Alarm Service Annual Report September 2015 - August 2016
Harrow Helpline Community Alarm Service supports our customers to live independently in their own home. Many vulnerable people, particularly those living on their own, need to be able to call for help in an emergency. We aim to deliver through the Telecare Services Association standards a service that is high quality and affordable.
We measure our performance against the Telecare Services Association (TSA) standards:
| What we measure
|| TSA standard
|| Our performance
| Speed of answering calls within 60 seconds
|Speed of answering calls within 180 seconds
| Speed of Installation of equipment for urgent referrals within 2 days
| Speed of Installation of equipment for non-urgent referrals within 15 days
Volumes of calls and visits, handled by our Community Alarm Officers
- Calls answered 119,896
- Emergency responses to our clients 869
- Welfare visits to our clients 51,360
Maintenance and repairs
In the last 12 months we completed 478 maintenance, checks and repairs.
Satisfaction Survey on the Quality of Service
We sent out 2,500 surveys to our customers to which 813 people replied. We were delighted that 98% of our clients were satisfied with the service.
Testimonials from customers
- Di and Jane
Dear alarm angels. Just to say thank you so much for keeping your faithful vigil on our mum while she was ill. We appreciate it so much. Best wishes Di and Jane. Hand written note
- Bessie J.
To date I have been very fortunate. I am very pleased to say I haven’t had cause to call on your services but when I’ve checked my alarm a very cheerful voice answers my call. The rest of the information on sheet is correct. An excellent service – Thank You
- A tenant at Gillian House
Wish to thank Laura and Mary McCann for attending the scheme and resolving the heating problem. They are all nice and warm now.
- Pamela P.
Thanks to everyone in Helpline for providing the service and looking after me.
- Helga W.
I wish to express my sincere appreciation for the wonderful support you provide to us
old people. As a ninety-three-year old (at the beginning of September), I would be unable to live
independently in the comfortable home I shared with my late husband, unless you
were there at the other end of my phone line. Read more
With the growing number customers with dementia we have introduced a new GPS tracking device that informs us where our clients are at all times. If an alert is triggered by the device, the Control Room staff are able to locate our client from GPS coordinates and arrange to contact next of kin or send emergency services to their assistance.
As a result of the popularity of our service and a growth in customers we have increased the size of our team so that the overall quality of the service continues to improve and meets our client's needs.
As a member of the Telecare Services Association we are working towards the accreditation under the Code of Practice governed by the association.
We are continuing to develop our team to ensure we are equipped with the appropriate skills. Our Quality Monitoring process has been improved to support development and call handling skills, so our service continues to meet the needs of our clients.
We will be introducing smart devices with the latest capabilities to meet the needs of our existing and new clients.
Visit the Telecare Community Alarm Service page