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Careline Core Service Standards...
- Basildon Careline will answer a minimum of 98.5% of alarm calls within sixty seconds, and over 85% within thirty seconds.
- Where emergency calls require attendance by a Careline Officer, the officer will be on site within a maximum of thirty minutes.
- Complaints will be acknowledged within 1 working day and responded to within 5 working days.
- 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.
Careline Core Service Standards Review.
Downloadable: Basildon Careline - Core standards review figures - Apr-Sep 2007 
Philosophy of Care and Support.
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 as to their needs re: 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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If a Careline Officer is in any doubt about the situation they will speak to their Manager for advice on how to proceed.
The Careline Officer will always inform the client of the actions they are taking.
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