We have been providing Progress Lifeline services to people throughout Lancashire for over 28 years. We are totally committed to helping people to stay in their own homes for as long as possible by offering independent living solutions and a 24/7 call answering service, which gives customers and their families peace of mind.
Quality is one of the main priorities for everyone involved in the services we provide. We work to high standards and targets, many of which are set by the Telecare Services Association (TSA). We have been an accredited TSA member since 2006 and each year an independent auditor visits us to ensure that we maintain these standards. In February 2013, we successfully retained our Platinum Member Status for the Telecare Services Association (TSA) Code of Practice. This means that we attain to the very highest standards in the provision of Telecare services. To become a Platinum Member, organisations must:
- Gain accreditation in every module of the Code of Practice for the services that they provide
- Answer 98.5% of calls within 60 seconds
Celebrating our success - 2012-2013
- We dealt with over 232,937 calls, of which over 15,674 were life critical calls
- We welcomed 1,084 new customers to our services
- We provided telecare solutions for people with learning disabilities, to enable them to have increased independence in their own homes
- We worked with the Alzheimers Society to provide telecare solutions for people with dementia, to enable them to stay in their own homes for longer
How are we performing?
Monitoring the quality of our calls
We monitor calls answered by our Control Centre Operators every month in accordance with the TSA Code of Practice requirements. This helps us to improve the quality of the service that we provide and enables us to identify any additional training needs for staff to ensure that calls are handled appropriately and effectively.
Last year’s aims and achievements
Below are the aims we set ourselves last year and what we have achieved
1. Maintain audited compliance to the TSA 2009 Code of Practice in Call Handling, Installations and Response
We were audited in February 2013 and successfully retained our Platinum Status
2. Aim to respond to 98% of emergency mobile response callouts within 45 minutes
We responded to 95% of callouts within 45 minutes – TSA target is to respond to 90% of callouts within 45 minutes.
3. Review our installation paperwork and produce a new easier to read welcome pack
A new welcome pack has been produced and is given to all new customers when they have Lifeline or Helpline installed.
4. Increase the number of customers using keysafes by 210
In 2012-13 we installed 333 keysafes for customers.
5. Increase the number of customers using the Emergency Mobile Response service by 100
377 customers used this service in 2012-13, compared to 240 in 2011-12.
6. Increase the number of customers accessing the service via the Hospital
Discharge Scheme by 20
The number of customers coming to us via this scheme fell by 20 – one of our priorities for 2012-13 will be to revisit the Hospital Discharge teams to remind them about the scheme.
7. Increase the number of customers under 65 years of age by 40
In 2012-13 we had 237 customers under 65 on our service; this is 43 more than in 2011-12.
Customer satisfaction surveys
During 2012-2013, 3170 of our customers received a customer satisfaction survey so that they could tell us how we are doing. We were delighted to receive 1173 replies from customers giving outstanding praise and feedback about the services we provide.
97% of customers said that staff were courteous and patient, with 99% of customers saying staff were friendly and listened carefully.
In our surveys we asked for feedback on:
- Quality of service
- Speed of response
- Helpfulness of staff
- Value for money
In the last year we have achieved:
Any complaints we receive are used as an opportunity to review how we can improve the services that we provide.
In 2012-2013 we received three complaints about our services all of which were resolved within the TSA target of five days.
- Offer the new lifting service to all our customers
- Establish a referral process for future falls prevention
- Rebrand our Lifeline and Helpline services under a new single name of ‘Progress Lifeline’. Having one name will help us to improve our
- service to you and reach more people
- We aim to contact all of our customers at least once a year to check that the service still meets their needs
- When the Emergency Responder has been called out to attend a property, we will review the information we have and include any further details which may help with future call outs
- All new customers now pay for the Progress Lifeline service monthly. We are aiming to introduce an option to pay monthly to all existing customers
- Clinical Commissioning Groups (CCG) are new organisations, run and led by local clinicians, including GPs, nurses and hospital doctors. They have taken over responsibility for planning, organising and purchasing NHS-funded healthcare for the people in Lancashire. This includes hospital services, community health services (such as district nursing, health visiting and various therapies) and mental health services.
Our aim is to work more closely with the CCG by demonstrating the benefits of our services and how they can help people maintain their independence and remain in their own homes for longer, thereby, producing substantial cost savings for the CCG.