Forum 6 Health & Well Being Silver Economy in Europe 2005 The Future Role of the Response Centre in the UK – Value Added Services Karen Curtin Attendo Monitoring Ltd United Kingdom

Forum 6 Health & Well Being Silver Economy in Europe 2005 Monitoring – size, scale & scope 280 centres 1.4million connections 1.6million users 3 main provider groups Best Value Review Viability Local presence UK Market – Big Picture

Forum 6 Health & Well Being Silver Economy in Europe 2005 Basic, Some Niche Applications, Sporadic application of technology Monitoring tends be responding to an emergency situation – reactive Call centres focused & often limited to “inbound” traffic Some try to be all things to all situations – people and property Quantitative not Qualitative driven Historic Offering

Forum 6 Health & Well Being Silver Economy in Europe 2005 Reactive Service Immediate response call handling Reactive response to calls from Residents Technical monitoring of smoke detectors, door entry systems Dial around in the absence of Sheltered Housing Officer Out of Hours repairs

Forum 6 Health & Well Being Silver Economy in Europe 2005 “My son, daughter made me get it” “like a walking stick – you need it more than want it” “it comes with the flat” “I would n’t be withou t it – now” “It makes me feel Safe” Potential Users

Forum 6 Health & Well Being Silver Economy in Europe 2005 The Future Requirement Age group2001 popn.(000) Growth to 2011 Growth to %23% %30% %9% %24% Total over %22% All ages592833%5%

Forum 6 Health & Well Being Silver Economy in Europe 2005 Demographics – rapidly growing Lifestyle expectation dramatically increased - diversification Less fear of Technology Older people do not want to be institutionalised Economics - NHS budget cuts – shortage of care home beds Prevention is always better than cure – Falls & Fire Importance of providing services tailor-made to meet the individual needs of the client  not 1 solution fits all ! Changing Times…..

Forum 6 Health & Well Being Silver Economy in Europe 2005 The Developing Response Centre Government Stated Objectives –Integration of Health & Care –Delayed Discharge Act –Direct Payments –Spending Review Growing demand for local response  mobile response –Reluctance of emergency services to respond to a call outside their remit –Changing role of Sheltered Housing warden – working time directive Platform to add more proactive services  telecare

Forum 6 Health & Well Being Silver Economy in Europe 2005 Mobile Response Co-ordination through the monitoring centre Holiday/Sickness/Relief cover for wardens Access for emergency services/contractors where a keyholder cannot attend Access to residents locked out Provide reassurance to a client suffering a medical emergency until emergency services and/or keyholder arrives Welfare checks to clients who do not respond Decline in informal care  shift to care delivery

Forum 6 Health & Well Being Silver Economy in Europe 2005 Telecare

Forum 6 Health & Well Being Silver Economy in Europe 2005 Conclusion and Outlook Response centres will – be the Hub for co-ordinating health, housing & social care support embrace assistive technology & be a key driver in future development offer the most cost effective solution for allowing older people the ability to live independently and safely Continue to improve service standards through ASAP increase the quality of life & empower the individual Connected