Sheltered Times February 2011
Community Alarm Service special edition
Transferring the Homelink Service
WELbeing were awarded the contract to provide a high quality
community alarm service in Tamworth.
WEL now take out of hours calls for people who
previously used the Homelink service.
Your Questions Answered
Q. Who are WELbeing?
A. Wealden and Eastbourne Lifeline (WEL) is a leading provider
of Telehealth and Telecare solutions. They have a team of highly
trained operators and responders who will be able to deal with your
call.
Q How can they help me from Eastbourne?
A. The Welbeing call centre is in Eastbourne. All calls will go
through to this centre and your pull cord or pendant is programmed
to their computer so they will know at the touch of a button who is
calling.
All of your next of kin details, medication, personal
information held with Homelink has been transferred to WEL and they
will be able to offer you the same support and reassurance as
Homelink
Q. How can they call an ambulance for me from
Eastbourne
A. An ambulance or assistance of any kind can be called from
anywhere in the country. It makes no difference if a call is
made from Tamworth or Eastbourne; the outcome is still the
same.
Q. Will the door entry system answered by
WEL
A. Yes, out of hours the door entry system will be answered by
WEL and they will ask for verification of anyone trying to access
the building.
Q What if I have an emergency in the night - will they
tell the Independent Living Manager?
A Each morning WEL will hand over to each member of staff
details of any emergency calls received out of hours and what
action has been taken. Your Independent Living Manager will follow
this up and be in contact with you.
Q. What if my emergency contact details
change?
A Each month your Independent Living Manager will check with you
if any of your details have changed in any way and pass these on to
WEL to ensure they have the very latest information that could help
in any emergency.
Q. What if my equipment develops a fault?
A Your Independent Living Manager will continue to check the
equipment in your home and around the scheme each month to ensure
it is working correctly. Any faults out of hours must be
reported to WEL, telephone 01323 644422, who will report the fault
to the maintenance contractor who will be out within 24 hours to
fix the problem.
Q. How do I know the service will be as good as Homelink
?
A. Tamworth BC will monitor the service provided and report back
to you through the Sheltered Times newsletter.
Every three months we will be asking WEL:
how many calls they have received from sheltered housing tenants
in Tamworth
how quickly they were answered
The satisfaction of customers who have used the service in an
emergency
If any complaints have been received, what was the nature and
how they have made any service improvements because of these
Q. What if I need a pendant?
A Ask your Independent Living Manager to supplier you one
If you have any queries about the community alarm service please
discuss these with your Independent Living Manager who will be able
to advise you.
Alternatively please contact Heather Wilson, Supported Housing
Manager, on 01827 305424. Please leave a message on the
answer phone if she is away from her desk and she will contact you
as soon as she possibly can.
Performance Indicators for
February 2011
% calls answered in one minute by Welbeing from Tamworth Borough
Council's Sheltered Schemes - 97.51%
% calls answered in three minutes by Welbeing from Tamworth
Borough Council's Sheltered Schemes - 99.11%