Doro Care UK has launched a new telecare service model and welfare call checking service across East Sussex in response to COVID-19 and self-isolation guidelines.
Doro has provided the telecare contract on behalf of East Sussex County Council (ESCC) since 2005 with telecare being installed in the home of the user by an engineer. However, due to the COVID-19 pandemic and the need for vulnerable people to self-isolate, it is now not always possible for an engineer to enter the person’s home. Doro and ESCC were quick to review processes and procedures and launched a new service called ‘Drop to Door’ to ensure telecare could still be installed quickly and safely.
Doro’s customer services team now complete all documents over the phone and arrange a suitable time to deliver the equipment to the door for self-installation. The engineer then arrives at the property, knocks on the door and places the equipment and paperwork at the door. The engineers are able to wait onsite while customers carry out the installation in case they need any guidance or support.
Thomas Skilton, Project Manager – Housing & Support Solutions, East Sussex County Council said “Early on during the Covid-19 pandemic Doro were proactive in offering their support in any way they could. Not only did they adopt a number of measures to protect their workforce and therefore maintain a continuous service but they adapted a number of their standard services to ensure they could be continued with the least possible disruption. Doro also mobilised a number of staff to support the Council in contacting some of the most vulnerable adults in the area to ensure they were safe and receiving the support they required. Their assistance during this very challenging time has been very much appreciated”.
Doro has also started carrying out welfare check calls for almost 1,000 vulnerable clients, with the potential for this to increase to over 2,000. Welfare check calls are made by our contact centre advisors to ensure support is in place to people who have been identified by the NHS, as someone at risk of severe illness if they get COVID-19. This is because they have an underlying disease or health condition that means if they get the virus are more likely to be admitted to hospital than others.
The safest course of action is to stay at home at all times and avoid all face-to-face contact for at least twelve weeks, except for carers and healthcare workers who they must see as part of their personal and/or health care.
Many of these people do not have contacts who can help them. The welfare calls are therefore a vital lifeline to ensure they have access to essential services and provisions such as food and medication and whether they would benefit from telephone support whilst isolating. Signposting to other vital services for issues such domestic abuse, support for children or carers is also given.
Clients that need urgent assistance are referred to NHS volunteers who can help with such needs as medication running out or lack of food.
Case Study
Mr B has 3 small children and was struggling to get shopping as the Government food parcel was not being delivered on a regular basis and he would like someone to help with the shopping. The case was classed as urgent as Mr B was becoming increasingly anxious that his family had next to nothing in food and he was unable to get a priority slot with the supermarket. He was referred to an NHS volunteer who was able to carry out shopping on behalf of Mr B.
Feedback received from the Doro welfare team said 99% are very grateful of the calls we are making and being able to talk to someone and to get a telephone number or advice they need is of great help.