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Careline Core Service Standards...
- Basildon Careline will answer a minimum of 98.5% of alarm calls within sixty seconds.
- A Careline Officer, the officer will be on site within a maximum of thirty minutes.
- Alarm installations will be carried out within 3 working days of receipt of application, or as quickly as meets the needs of the client.
- Careline will replace any pendant or alarm unit within twenty-four hours of being notified, or becoming aware of a fault.
- We will visit you twice a year to check your alarm battery and your personal details.
- Once a year we will send you a calendar to remind you to test your alarm monthly and a annual report. Twice a year you will receive a Carelink newsletter.
- Complaints will be acknowledged within 1 working day and respond to within 5 working days.
Our Care and Support Values.
At all times, Basildon Careline will provide care and support, whether out in the field or over the Careline system.
If a Careline Officer feels or sees that someone is not getting the support they need in their home they will investigate.
For example: By checking a client's calls history to see if the client always calls through
at certain times, in case there may be a pattern developing e.g. of the person sleeping through the day and being active through the night (or they could be showing signs of dementia).
Depending on a whole variety of situations, we can refer our clients to one or other of
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| Essex Fire Brigade | If a client is vulnerable, lives alone or in a remote location, the Fire Brigade’s Fire Prevention Officer will visit and make an assessment of their needs for a smoke alarms, carbon monoxide detectors etc.
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| Citizens Advice Bureau | For a client to find out whether they are entitled to extra benefits or attendance allowance. This may help them to pay for the alarm unit.
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| Social Services | If it is felt the client is finding it difficult to cope by themselves and needs extra help or care.
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| Doctor | If it appears that the client’s health is deteriorating.
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| Family | To advise the client's family of the situation.
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| Other | Any other service where it is felt the client would benefit from extra care and help.
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The Careline Officer will always inform the client of the actions they are taking.
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