Selecting the right personal alarm for you or a loved one is only a small part in ensuring someone has the right personal alarm system for them. The other side is the response service you can expect to receive in the event the alarm is activated.
At Careium we understand that the quality of the help is just as important as being able to summon help, which is why our contact centre staff are the real unsung heroes. Intensive training, a cool head and a desire to ensure the best outcomes adds up to an exceptional level of service which you can expect you or your family to receive.
Our staff
The most important thing for Careium is that every single member of our contact centre team has a genuine interest in helping other people. Not only this, but we look for people who are enthusiastic, motivated, customer-focused, and who can remain calm under pressure.
Every member of the team undergoes extensive training with our training managers, including shadowing experienced call handlers. This equips them with the knowledge they need to handle the calls they can expect to receive and ensures we surpass customer expectations every time.
Perhaps the most vital characteristic we look for is resilience. Our team is expert at handling emotionally demanding calls and still achieving positive outcomes for every single customer. These are the people who show up every day for work and are able to tackle each call with the dedication and focus it requires.
What happens at sign-up?
We ensure that our contact centre team has as much information to help them as possible before a personal alarm is even activated. We do this by collecting comprehensive information on every customer once they sign up for our service. This gives our team members vital information so they know how to deal with any emergencies. We gather GP information, details of medical conditions, information of any additional users, details for keyholders, and emergency contact details, which help us handle every call in the best possible way.
As soon as a personal alarm is pressed, this information is displayed on-screen for the contact centre staff. This allows them to contact the emergency services or a key holder as necessary, as well as pass on vital medical information to any attending emergency service.
What happens when an elderly person’s alarm is pressed?
Once an alarm has been triggered, it will be routed to our call centre for immediate attention. Our call handlers are trained to regard all alarm calls as potential emergencies. They will greet the client by name and give their own name. They will then attempt to determine the reason for the call.
If there is no response
If there is no response when an alarm has been called through to the control centre, our team will take a number of steps to initiate contact. In the first instance, they will increase the volume and use the call tone to try to alert the client. If there is a telephone number available – either landline or mobile – we will also try to contact the client via this, too.
If there is still no response and the call handler can hear background noise – such as the TV or radio, groaning or a client attempting to speak – an ambulance will be immediately called. Once this has been done, the client’s contacts will be contacted and asked to attend. Should they arrive before the emergency services and are able to confirm there is no emergency, the ambulance will be stopped.
If the client responds
If a call handler is able to speak with the client, they are trained to recognise any potential risks to a client’s health and safety. We will contact keyholders where necessary to determine the welfare of a client if there is no immediate need for the emergency services to attend. They can help provide support until a doctor or other medical professional can attend and provide access to a property. We will always advise contacts or next of kin of any relevant incidents, with the aim of providing reassurance to the contacts so they are not unduly worried.
If an ambulance is called
Once the emergency services have been called, our call handler will keep the line open so that we can reassure the client and keep them updated on the situation in real time. This is also the case once a client’s keyholder or contact has arrived so we can reassure them an ambulance is on the way. Medical information is passed to the Emergency Services Control Room and we will request a reference number for our records.
The Careium difference
Our overriding focus is on successful outcomes and our staff contribute to the provision of high-quality telecare and telephone response services. Each and every call is approached as though it may be life-threatening and calls are managed with sensitivity, understanding and patience.
Regardless of whether you or your loved one has an in-home personal alarm or an out-and-about personal alarm, you can expect the same exacting standard when help is summoned.
In addition, we also offer a telephone check-up service, which offers a regular call to check on clients. This could be our automated service with follow-up calls in person where needed or operator calls when this is more suitable.
Last month’s Fall Prevention Awareness Week 2023 highlighted just how common falls can be among elderly people. Equipping an elderly person with a fall alarm could make a difference when it comes to response times following an incident.
If you’re considering a personal alarm, or you want peace of mind for a relative or friend, please contact Careium to find out about the vital service we can offer.