Automated Telephone Reassurance Care Calls

by Charles Whent in Earley, England, United Kingdom

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Supporting vulnerable adults living alone with check-in calls monitoring & reporting their well-being providing relief for family and carers

by Charles Whent in Earley, England, United Kingdom

Our Project & How the money will be spent

To date the health and care system has only begun to exploit the potential of using data and technology at a national or local level. Our goal is to establish the formation of a new company to provide low cost automated personalised telephone reassurance calls, to design and build a website, utilise communications technology and harness the reach of the internet to support elderly vulnerable people to remain safe in their place of choice bringing relief to family and friends and the carers that support them and the creation 12 full time jobs.

The problem

Living alone and remaining independent in your own home as we get older, is the place of choice for many. Many people who live alone have multiple health problems that cause them to become home-bound and are most likely to be in the category of frail, isolated and vulnerable. By definition, those who live alone do not have a co-resident carer available to them should they require support and assistance, and thus a group who are particularly vulnerable and highly likely to need support. A major loss occurs when families move to other areas of the country or abroad or are just too busy to be involved adequately or simply outlived family and friends. One of the most effective means of reducing isolation, victimisation and health concerns is daily contact.

The solution

Elderly people are concerned with their health and well-being, but also may feel uncomfortable talking to a live person not familiar to them. This service offers them another way of acknowledging their well-being, preserve their independence, promote their dignity in a way that suits them. Using their telephone for check-in makes sense for them, and getting help is just a call away. 

The solution to the problem is delivering low cost personalised automated telephone reassurance calls 24/7 365 days of the year which confirm an individual's safety, remind them to do important tasks which empowers people to take an active role in managing their well-being and live independently in their own home safely. That’s what telephone reassurance care calls is all about. 

The service aims to help older and more vulnerable individuals to remember by reminding them to do important tasks e.g to take their medication. We do this by calling them during the day and, when they answer, play them a personalised (Human voice) reminder message. If they don't answer we immediately inform their support circle bringing relief peace of mind to the family, friends and or health & care professionals supporting them. This approach provides families, friends, and health and social care professionals the opportunity to replace a personal visit where time constraints, distance or economic pressures prevail.

The market

There are currently almost 12 million people aged 65 and over in the UK, and 5.4 million are 75 and over. By 2030, it’s predicted that more than one in five people will be aged 65 or over. Across the UK, nearly a third of people aged 65 and over (3.6 million people) live alone, while around one in 10 (1.2 million people) are ageing without children. 1.4 million older people class themselves as often lonely, and it is estimated this will rise to 2 million people over the age of 50 by 2025/26. The number of one-person households is projected to increase by 26 per cent between 2016 and 2041, primarily driven by increases in the number of people aged 65 years and over living on their own, including the ‘oldest old’. The number of people aged 90 years and over living alone is projected to more than double, to 588,000 over that period. There were approximately 651,500 accommodation-based supported housing units in Great Britain. The majority of which (85 per cent) are in England, with nine per cent in Scotland and six per cent in Wales. 

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Service aims include:

•   To increase vulnerable adults’ quality of life through proactive personalised telephone care call planning and help reduce perceived/actual risks, and promote independence, routine, and personal control;

•   To decrease the emotional and financial costs associated with ageing; provide support to families, where time, distance, and budgetary pressures exist.

•   Increase levels of confidence, reduce levels of anxiety and stress so individuals requiring support to achieve better outcomes and can continue living in their own homes for longer;

•   Reduce/prevent admissions to A & E and Acute Hospital care; reduce the number and length of delayed discharges from hospital; reduce pressures on social services, community health care provision.

 Why us?

The delivery of digital and mobile technology represents a huge opportunity to improve quality of life, making it easier for formal and informal carers to provide the right level of care. It also dramatically increases the choices available to enable people to remain active and thrive in their own homes as they age. As such quality, efficiency, and effectiveness doesn’t have to cost the earth – There are four main reasons for achieving competitive advantage, affordability, reliability, personalisation, and reassurance every day of the year. 

We will ensure calls are made every day at times scheduled to the person receiving the call. This combined with an unmatched service support contact centre. And when it comes to care, service users would be hard-pressed to find another company that cares as much as we do about our customers. We go the extra mile for every customer, family, friends and organisation we serve. 

There are multiple reasons why self refers, family, friends, carers & community health & social care organisations will use our service:

  • Highly affordable – low cost from £1.33 a week. 
  • First 2 weeks free - try before you buy offering.
  • Connects to existing home land line or mobile phone.
  • VAT exemption for chronically sick or disabled.
  • 24 hour a day, 365 days a year operation.
  • Compassionate, kind, caring and friendly support staff.
  • Consistently good performance with 99.999% up-time.
  • Fully flexible - increase or decrease calls as needs change.
  • Self-service website or customer service support assistance.
  • No contract can cancel anytime. 
  • Provides client, relatives and carers peace of mind.
  • Can be included and funded as part of a local authority care package.
  • Reminders & alerts can be in any language
  • Fully personalised or template messages
  • No response alerts delivered via SMS, phone, or email options
  • Engagement and success observed through individual and aggregate reports.
  • Calls can be set up and managed remotely.
  • Easily set complex reminders by choosing the frequency, time of day and hours.
  • An emergency response system available in crisis.
  • No contract.
  • No up-front costs or set up fees.
  • No bracelets, wristbands, or other electronic devices to be worn or installed.
  • No hi-tech equipment maintenance or device set up complications.
  • No false alarms or unwanted sound effects produced by the new technologies.
  • No switching on-or off devices or annoying LED lights, sounds or trailing cables.
  • No privacy invasion from artificial intelligence devices.
  • No cyber security concerns.
  • No installation or intrusion.
  • No extra power consumption.
  • No internet/Wi-Fi connection required.
  • No home access required.
  • No infection risk. 

Why is this important? 

Every day 6,000 people take on a caring responsibility-equivalent to over 2 million people every year. 1.4 million older people do not have access to the care and support that they need. 30% of older people in the UK receive no help or very little help with their care needs with 700,000 people with dementia living in their local community by 2025. However, Alzheimer’s disease and other dementias are not a part of normal ageing. Almost 40% (4.8 mil) of people over the age of 65 experience some form of memory loss. When there is no underlying medical condition causing this memory loss, it is known as "age-associated memory impairment," which is considered a part of the normal ageing process.

According to NHS figures published in March 2020, there were 865,625 emergency readmissions to hospital within 30 days of discharge in England in 2017-18. The problem is particularly acute amongst elderly patients, and approximately 15 per cent of over-65s are readmitted within 28 days. “The combination of Britain’s ageing population and an under-pressure NHS means it is now more important than ever to minimise the costs to our health services caused by unnecessary readmissions.”

Our mission, vision and values are dedicated to doing everything we can to help individuals and families keep their loved ones in their homes safely. 

A big piece of the "Ageing in Place" puzzle or those living alone is having the reassurance that people within the client's support circle will be notified if something isn't right. The service works on the principle of proactively establishing daily contact and if there is no contact, then there may be a legitimate reason for concern. No contact from an individual will result in our escalation protocols to see if further assistance is required. What is more, contact does not have to be made solely in an emergency, but whenever it is needed or wanted by the individual. Importantly, in this way daily contact can feel a genuinely more positive service to the individual and furthermore, by ensuring human contact remains at the heart of the service, can also help to reduce social isolation and loneliness.

Perhaps the cleverest aspect of this approach is that quite frequently, as cognitive deterioration increases, or if customers become distressed, or unwell physically or mentally, they will often either inadvertently fail to respond or consciously choose not to do so, in order to speak to someone more often. In doing so, this automatically results in more human contact at the precise time it is needed most.

Daily contact and frequency is controlled by the reassurance care call plan set up. In this way, the service is discreet, but equally allows a person to get on with their day without being tied to wearing any kind of device or having to ‘wait in’ for a call or visitor. Therefore, daily contact which is controlled by the individual helps them to maintain and often increase their independence.

Some assistive technologies, such as panic alarms, encourage the user to make first contact, and to only do so in emergencies. By contrast, this service seeks to proactively make positive contact with people on a daily basis and identify if there is a problem. Therefore, should an individual not respond, their support circle are immediately informed.

Whilst it is important to safeguard vulnerable people, it is also important to value their independence when doing so, and a sense of independence is not always achieved by devices that need to be worn at all times to be effective. Despite purchase cost, statistics show that up to 80% of owners of pendant/wrist alarms do not wear them all of the time. Worryingly, 24% of owners of pendant alarms say that they never wear them as they are seen as a badge of vulnerability by the person wearing it. For this reason, many people will refuse to wear them. Further, If the person is unconscious or disorientated they may be unable to press the button rendering the device useless.

Our ambition is for our telephone reassurance service to enable vulnerable adults to proactively, make healthier choices, to be more resilient, to deal more effectively with illness and disability when it arises, and to have happier, longer, safer lives in old age; a telephone reassurance service where technology can help tackle inequalities particularly where potential new customers are considering care options for the first time. This service proposal offers an affordable  low cost ‘stepping-stone’, offering telephone reassurance care calls to every geographical area throughout the UK. 

Care reassurance calls can access every home in the UK with a landline or mobile and calls can be set up instantly online in (less than 5/10 minutes) or by phone.  

They can be set up by any responsible stakeholder including:

  • Primary care: Community Support & Response Teams, Reablement Teams, Mental Health Teams
  • Secondary care: Occupational therapists, Hospital discharge
  • Private: Family & friends, Self-referrer, Professional carers

Our customer support agents will manage customer enquiries and deliver a compassionate, friendly, and professional experience for new and existing users.

Donate to make a difference

We need funding please to make automated personalised telephone reassurance care calls a reality to as many people in need as possible including their families, friends, and caregivers. Our goal to fund start up is £45,000.

Thank you in anticipation for your support!

 

Rewards

This project offers rewards in return for your donation.

£10 or more

£10 Reward

Receive 4 weeks free subscription voucher up to 3 telephone reassurance calls per day for a loved one. Worth £10

£20 or more

£20 Reward

Receive 12 weeks free subscription voucher up to 3 telephone reassurance calls per day for a loved one. Worth £27

£50 or more

£50 Reward

Receive 24 weeks free subscription voucher up to 3 telephone reassurance calls per day for a loved one. Worth £51

£100 or more

£100 Reward

Receive 48 week’s free subscription voucher up to 3 telephone reassurance calls per day for a loved one. Worth £120

£250 or more

£250 Reward

Receive 96 week’s free subscription voucher up to 3 telephone reassurance calls per day for a loved one. Plus, framed A4 certificate of support to show case and inspire others. Worth £250

£500 or more

£500 Reward

Receive 144 week’s free subscription voucher up to 6 telephone reassurance calls per day for a loved one. Your corporate logo (where applicable) featured on our website and Plus, framed A4 certificate of support to show case and inspire others. Worth £500

£1,000 or more

£1000 Reward

Receive 240 week’s free subscription voucher up to 6 telephone reassurance calls per day for a loved one. Your corporate logo (where applicable) featured on our website and a posting on our social media to thank you. Plus, framed A4 certificate of support to show case and inspire others.

£2,500 or more

£2500 Reward

Receive Lifetime free subscription voucher up to 3 telephone reassurance calls per day for a loved one. Your corporate logo (where applicable) featured on our website and a posting on our social media to thank you. Plus, framed A4 certificate of support to show case and inspire others.

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