Forum 6 Health & Well Being Silver Economy in Europe 2005

The Future Role of the Response Centre in the UK – Value Added

Services

Karen CurtinAttendo Monitoring Ltd

United Kingdom

Forum 6 Health & Well Being Silver Economy in Europe 2005

Local Authority

45%HA`s35%

Private & Voluntary

20%

Monitoring – size, scale & scope• 280 centres

• 1.4million connections

• 1.6million users

• 3 main provider groups

• Best Value Review

• Viability

• Local presence

UK Market – Big Picture

Forum 6 Health & Well Being Silver Economy in Europe 2005

Basic, Some NicheApplications, Sporadicapplication of technology

• Monitoring tends be responding to an emergency situation – reactive

• Call centres focused & often limited to “inbound” traffic

• Some try to be all things to all situations – people and property

• Quantitative not Qualitative driven

Historic Offering

Forum 6 Health & Well Being Silver Economy in Europe 2005

Reactive Service

• Immediate response call handling

• Reactive response to calls from Residents

• Technical monitoring of smoke detectors, door entry systems

• Dial around in the absence of Sheltered Housing Officer

• Out of Hours repairs

Forum 6 Health & Well Being Silver Economy in Europe 2005

Census 2001 Available Market Current Users Opportunity

Population > 55 years 15.5 million 1.6 million 14.0 million

55-70 8.8 million 0.30 million 8.5 million

71-84 5.6 million 0.45 million 5.15 million

85+ 1.1 million 0.75 million 0.35 million

Private Payers 35% ~ 30% 4.9 million

Statutory funded 65% ~ 70% 9.1 million

“My son, daughter

made me get

it”

“like a walking

stick – you need it

more than want it”

“it comes with the

flat”

“I wouldn’t be without it – now”

“It makes

me feel Safe”

Potential Users

Forum 6 Health & Well Being Silver Economy in Europe 2005

The Future Requirement

Age group 2001 popn.(000)

Growth to 2011

Growth to 2016

55-64 6239 20% 23%

65-74 4908 12% 30%

75-84 3264 4% 9%

85+ 1170 15% 24%

Total over 55 15587 14% 22%

All ages 59283 3% 5%

Forum 6 Health & Well Being Silver Economy in Europe 2005

• Demographics – rapidly growing

• Lifestyle expectation dramatically increased - diversification

• Less fear of Technology

• Older people do not want to be institutionalised • Economics - NHS budget cuts – shortage of care home beds

• Prevention is always better than cure – Falls & Fire

• Importance of providing services tailor-made to meet the individual needs of the client not 1 solution fits all !

Changing Times…..

Forum 6 Health & Well Being Silver Economy in Europe 2005

The Developing Response Centre

• Government Stated Objectives– Integration of Health & Care– Delayed Discharge Act– Direct Payments– Spending Review

• Growing demand for local response mobile response– Reluctance of emergency services to respond to a call

outside their remit– Changing role of Sheltered Housing warden – working time

directive

• Platform to add more proactive services telecare

Forum 6 Health & Well Being Silver Economy in Europe 2005

Mobile Response

• Co-ordination through the monitoring centre

• Holiday/Sickness/Relief cover for wardens

• Access for emergency services/contractors where a keyholder cannot attend

• Access to residents locked out

• Provide reassurance to a client suffering a medical emergency until emergency services and/or keyholder arrives

• Welfare checks to clients who do not respond

• Decline in informal care shift to care delivery

Forum 6 Health & Well Being Silver Economy in Europe 2005

Telecare

Forum 6 Health & Well Being Silver Economy in Europe 2005

Conclusion and Outlook

Response centres will –• be the Hub for co-ordinating

health, housing & social care support

• embrace assistive technology & be a key driver in future development

• offer the most cost effective solution for allowing older people the ability to live independently and safely

• Continue to improve service standards through ASAP

• increase the quality of life & empower the individual

Connected