In 2009/10, we handled over almost 240,000 calls, of which 12,239 were life critical calls. In addition, 1300 new customers registered for our service.
We have been operating a Lifeline and Telecare service for 27 years and currently employ 28 members of staff to provide an emergency alarm installation, maintenance, monitoring and response service 24 hours a day, 365 days a year.
In 2009 New Fylde Housing joined Progress Housing Group, and as a result, we now provide a monitoring service to an additional 5,500 Helpline customers. The partnership has also enabled us to work closely together to improve both services.
We now have nearly 10,000 customers across Fylde and Wyre, and Central Lancashire. These range from customers with alarm units to those with Telecare sensor packages. We also provide monitoring services for residents living in sheltered accommodation.
We are proud to deliver a service to reflect our customers’ wide range of needs. We adopt personal approaches for individual customers and we use facilities such as Language Line and Type Talk. Opposite you can read about some of our achievements of the last year and other ways that we are working to improve your service.
You can read more about our performance in the Annual Report, which you can download below.
Here is a summary of our key performance figures in 2009-2010.
Answering phone calls
We handled almost 240,000 calls between April 2009 and March 2010, an average of 20,000 calls a month.
Percentage of calls answered within 30 seconds and one minute
Telecare Services Association targets for 2009/10:
• 80% of calls within 30 seconds
• 96.5% of calls within one minute
We achieved an average of 90.8% in 30 seconds and 96% in 1 minute
How satisfied are you with the service?
99% of customers said that they were satisfied with the service provided by the Control Centre.
Was the person that you spoke to polite and helpful?
98% of customers said that the person they spoke to was polite and helpful.
Complaints
In 2009-2010, we received six complaints from customers and responded to all of these within five working days. In the same period, we received 47 compliments and ‘Thank-yous’.
Compliments
What you said about the service
‘Very satisfied with the service, when needed the ambulance you responded quickly.’
‘I was so grateful to you in October when I had a fall, I know I have already thanked you but I am still singing your praises.’
Mrs G says: ‘She feels really safe and also wanted me to pass on her thanks and compliments for an excellent service.’
Installation
We carried out 495 installations in 2009-2010. 96% were completed within seven days.
Results from the customer satisfaction survey were:
Speed of response - 99%
Politeness of staff - 100%
Helpfulness of staff - 100%
Satisfaction with installation - 100%
Complaints
We received three complaints and responded to them all within five days.
Compliments
What you said about the service
‘Installer was very helpful.’
‘The installer was very helpful and polite - made old age a pleasure.’
‘Arranged installation the same day.’
‘Very friendly, helpful, patient representative.’
