Service model for social care alarms

This Technical Specification 'Service model for social care alarms', provides a framework and recommendations for the roles and responsibilities of the different actors in the social care alarm service chain.
The following topics are included in this technical specification:
1. Service user perspective: objectives, roles, needs and processes
2. Process description on service chain, including:
- service user experience, instruction and installation, use, service accessibility, response arrangements, access management.
- marketing, sales, referral, review and termination;
- customer billing and collection
3. Good practice of service delivery: quality and risk management, including security, privacy and for instance requirements for infrastructure.
Technology and organization structure independent are important features of this technical specification, the service model for social care alarms.

Servicemodell für Alarmsysteme in der sozialen Versorgung

Dieses Dokument „Servicemodell für Alarmsysteme in der sozialen Versorgung“ stellt einen Rahmen und Empfehlungen im Hinblick auf die Rollen und Verantwortungen der verschiedenen Akteure in der Dienstleistungskette von sozialen Alarmsystemen bereit.
Die folgenden Themen werden in diesem Dokument behandelt:
1. Dienstnutzer-Perspektive: Ziele, Rollen, Bedürfnisse und Prozesse
2. Prozessbeschreibung für die Dienstleistungskette, einschließlich:
– Erfahrung des Dienstnutzers, Installation und Einweisung, Nutzung, Dienstverfügbarkeit, Reaktionsmaßnahmen, Zugangsmanagement;
– Vermarktung, Verkauf, Vermittlung, Überprüfung und Kündigung;
– Rechnungsstellung an den Kunden und Gebühreneinzug.
3. Gute Praxis der Dienstleistungserbringung: Qualitäts- und Risikomanagement, einschließlich Sicherheit, Privatsphäre (Datenschutz) und Anforderungen an die Infrastruktur.
Die Unabhängigkeit von Technologie und Organisationsstruktur stellt ein wichtiges Merkmal dieses Dokuments, des Servicemodells für Alarmsysteme in der sozialen Versorgung, dar.
Dieses Dokument enthält „Anforderungen“ und „Empfehlungen“. Die Anforderungen beschreiben die gute Praxis, die von allen Dienstleistern erzielt werden sollte, die das Modell dieses Dokuments anwenden. Die Empfehlungen beschreiben die gute Praxis, die europaweit nicht allgemein anerkannt ist und die Dienstleister möglicherweise in ihrem Modell umsetzen möchten.

Modèle de service de téléassistance

Model storitev za alarme socialne oskrbe

General Information

Status
Published
Public Enquiry End Date
29-Feb-2020
Publication Date
07-Jun-2020
Technical Committee
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
04-Jun-2020
Due Date
09-Aug-2020
Completion Date
08-Jun-2020

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SLOVENSKI STANDARD
SIST-TS CEN/TS 17470:2020
01-september-2020
Model storitev za alarme socialne oskrbe
Service model for social care alarms
Servicemodell für Alarmsysteme in der sozialen Versorgung
Modèle de service de téléassistance
Ta slovenski standard je istoveten z: CEN/TS 17470:2020
ICS:
03.080.30 Storitve za potrošnike Services for consumers
13.320 Alarmni in opozorilni sistemi Alarm and warning systems
SIST-TS CEN/TS 17470:2020 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST-TS CEN/TS 17470:2020
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SIST-TS CEN/TS 17470:2020
CEN/TS 17470
TECHNICAL SPECIFICATION
SPÉCIFICATION TECHNIQUE
May 2020
TECHNISCHE SPEZIFIKATION
ICS 03.080.30; 13.320
English Version
Service model for social care alarms

Modèle de service de téléassistance Servicemodell für Alarmsysteme in der sozialen

Versorgung

This Technical Specification (CEN/TS) was approved by CEN on 13 April 2020 for provisional application.

The period of validity of this CEN/TS is limited initially to three years. After two years the members of CEN will be requested to

submit their comments, particularly on the question whether the CEN/TS can be converted into a European Standard.

CEN members are required to announce the existence of this CEN/TS in the same way as for an EN and to make the CEN/TS

available promptly at national level in an appropriate form. It is permissible to keep conflicting national standards in force (in

parallel to the CEN/TS) until the final decision about the possible conversion of the CEN/TS into an EN is reached.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,

Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,

Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and

United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels

© 2020 CEN All rights of exploitation in any form and by any means reserved Ref. No. CEN/TS 17470:2020 E

worldwide for CEN national Members.
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SIST-TS CEN/TS 17470:2020
CEN/TS 17470:2020 (E)
Contents Page

European foreword ....................................................................................................................................................... 4

Introduction .................................................................................................................................................................... 5

1 Scope .................................................................................................................................................................... 8

2 Normative references .................................................................................................................................... 8

3 Terms and definitions ................................................................................................................................... 8

4 Leadership and governance ..................................................................................................................... 11

4.1 Leadership within the service chain ..................................................................................................... 11

4.1.1 Introduction and expected outcome of the process ........................................................................ 11

4.1.2 Requirements ................................................................................................................................................ 11

4.2 Privacy protection and data security .................................................................................................... 11

4.2.1 Introduction and expected outcome of process ................................................................................ 11

4.2.2 Requirements ................................................................................................................................................ 12

4.2.3 Recommendations ....................................................................................................................................... 12

4.3 Service accessibility .................................................................................................................................... 12

4.3.1 Introduction and expected outcome of the process ........................................................................ 12

4.3.2 Requirements ................................................................................................................................................ 13

5 Operations ...................................................................................................................................................... 13

5.1 Acquiring alarm service ............................................................................................................................. 13

5.1.1 Determine individual customer and service user needs ............................................................... 13

5.1.2 Customer contracting ................................................................................................................................. 15

5.1.3 Installation and activation of service .................................................................................................... 15

5.2 Using the alarm service .............................................................................................................................. 16

5.2.1 Raising an alarm ........................................................................................................................................... 16

5.2.2 Alarm call handling ..................................................................................................................................... 16

5.2.3 Responder Services ..................................................................................................................................... 17

5.2.4 Access management .................................................................................................................................... 19

5.2.5 Customer billing and income collection .............................................................................................. 19

5.2.6 Incident management ................................................................................................................................. 20

5.3 Service user engagement ........................................................................................................................... 20

5.3.1 Re-assessment of the service user needs ............................................................................................ 20

5.3.2 Complaint management ............................................................................................................................. 21

5.4 Service termination ..................................................................................................................................... 21

5.4.1 Introduction and expected outcome of the process ........................................................................ 21

5.4.2 Requirements ................................................................................................................................................ 22

6 Planning ........................................................................................................................................................... 22

6.1 Service chain continuity and risk management ................................................................................ 22

6.1.1 Introduction and expected outcome of the process ........................................................................ 22

6.1.2 Requirements ................................................................................................................................................ 22

6.2 Service Development .................................................................................................................................. 23

6.2.1 Introduction and expected outcome of the process ........................................................................ 23

6.2.2 Requirements ................................................................................................................................................ 23

6.2.3 Recommendations ....................................................................................................................................... 23

7 Support ............................................................................................................................................................ 23

7.1 Staff and competency management ....................................................................................................... 23

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7.1.1 Introduction and expected outcome of the process ......................................................................... 23

7.1.2 Requirements ................................................................................................................................................. 24

7.2 Asset Management ....................................................................................................................................... 24

7.2.1 Introduction and expected outcome of the process ......................................................................... 24

7.2.2 Requirements ................................................................................................................................................. 24

7.2.3 Recommendations ........................................................................................................................................ 25

7.3 Servicing hardware and software ........................................................................................................... 25

7.3.1 Introduction and expected outcome of the process ......................................................................... 25

7.3.2 Requirements ................................................................................................................................................. 25

7.4 Alarm receiving centre and environment ........................................................................................... 26

7.4.1 Introduction.................................................................................................................................................... 26

7.4.2 Recommendations ........................................................................................................................................ 26

8 Performance evaluation and improvement ........................................................................................ 26

8.1 Performance management and evaluation ......................................................................................... 26

8.1.1 Introduction and expected outcome of the process ......................................................................... 26

8.1.2 Requirements ................................................................................................................................................. 26

Annex A (informative) Key Performance Indicators (KPIs) ....................................................................... 28

A.1 General ............................................................................................................................................................. 28

A.2 Acquiring alarm service ............................................................................................................................. 28

A.3 Determine individual customer and user needs ............................................................................... 28

A.4 Installation and activation of service .................................................................................................... 28

A.5 Raising an alarm ........................................................................................................................................... 28

A.6 Alarm call handling ...................................................................................................................................... 28

A.7 Responder services ...................................................................................................................................... 29

A.8 Access management ..................................................................................................................................... 29

A.9 Customer billing and income collection ............................................................................................... 29

A.10 Incident management ................................................................................................................................. 30

A.11 Service continuity ......................................................................................................................................... 30

A.12 Complaint management ............................................................................................................................. 30

A.13 Service user data accuracy ........................................................................................................................ 30

A.14 Asset management ....................................................................................................................................... 30

Bibliography ................................................................................................................................................................. 31

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CEN/TS 17470:2020 (E)
European foreword

This document (CEN/TS 17470:2020) has been prepared by Technical Committee CEN/TC 431 “Service

Chain for Social Care Alarms”, the secretariat of which is held by SIS.

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. CEN shall not be held responsible for identifying any or all such patent rights.

According to the CEN/CENELEC Internal Regulations, the national standards organisations of the

following countries are bound to announce this Technical Specification: Austria, Belgium, Bulgaria,

Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland,

Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of

North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United

Kingdom.
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CEN/TS 17470:2020 (E)
Introduction

Social care alarm services enable individuals who choose to use these services to live safer, more secure

and independent lives within their communities by providing support on demand, via the alarm system.

Different service models have evolved across Europe to meet the social, health and care expectations of

different countries and communities. These service models range from a telephone-only emergency

service (which relies on the availability of friends, family and neighbours), through emergency support

and regular telephone counselling, to providing on-the-ground response services that may include a

formal home care service and undertake reactive home care visits at the request of the service user.

Social care alarm services have been successful in identifying individual, community and organizational

needs and meeting these needs with affordable and effective solutions. As a result, the number of people

being supported to live independent lives has grown over the past 30 years to a current day number of

more than 5 million individuals across Europe. The size of the social care alarm services market is

growing, and growth is likely to continue as a result of population demographics, resulting pressures on

health and social care budgets, the adoption of social care alarm services by an increasing number of

European countries and a general move within society to embracing person-centred technology within

the health and social care environment. Social care alarm services are the first technology enabled care

service and have proved to be the most successful to date.

Social care alarm services are generally used by older adults who could be vulnerable due to physical,

mental or cognitive conditions. Given the potential vulnerability of their service users it is of utmost

importance that social care alarm services offered are reliable, safe and secure. The safety and reliability

of a social care alarm service is a consequence of correct choice, installation and maintenance of the social

alarm equipment used within the service, coupled with the management and partnership framework

embodied in the design and management of the service. The EN 50134 (social alarms) series of standards

covers the minimum technical standards for social alarm products, the overall social alarm system and

the processes for deployment of social alarm equipment to create a social alarm system.

The size of the social care alarm market and the growth in demand for these services is stimulating a need

for a common management framework, which will enable the sharing of good practice in the design of

person-centred services and their management. This technical specification is the first step to delivering

on this goal.

This technical specification is additional to the EN 50134 series of standards and describes the service

chain involved in the provision of a social care alarm service. It sets out the roles within the chain of

service and describes the processes associated with each role within the service chain. The document

recognizes that these roles may be undertaken by different organisations, which will need to work closely

to provide a safe, reliable and secure social care alarm service which protects and empowers its service

users. The document establishes a framework for service design and management and the development

of management standards and shared values within and between the organisations engaged in the social

care alarm service chain. In doing so, it recognizes the importance of leadership, governance and

communication in the development and provision of services that are service user focused, holistic and

seek to respond to the changing needs of service users via a single point of dynamic needs assessment

and frictionless referral between agencies.

The ISO High Level Structure is the basis for the social care alarm service management model. The

Technology Enabled Care Operations Model (Figure 1) shows how operational processes are related in

order to provide the service within the service chain and are supported by leadership, planning, support

and evaluation.
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CEN/TS 17470:2020 (E)
Figure 1 — The Technology Enabled Care Operations Model (TECOM)

Each operational process in Figure 1 consists of sub processes as defined in Figure 2.

Figure 2 — Map of the TECOM processes and sub-processes
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CEN/TS 17470:2020 (E)
This document articulates the following key principles:

• Enhance the customer experience - The service user should be at the centre of service provision and

their experience should define service design and quality.

• Consider the entire service chain regardless of technology and organisational structures - The

customer / service user will experience the entire chain; quality of a service can only be managed

and evaluated by holistic assessment of the full service chain and not just its elements in isolation.

• Clearly defined leadership, roles and responsibilities between actors is a key success factor for the

overall quality of the service processes.

• Create a path for future service development – the needs of service users evolve and services evolves

to meet changing needs and expectations.
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CEN/TS 17470:2020 (E)
1 Scope

This document 'Service model for social care alarms', provides a framework and recommendations for

the roles and responsibilities of the different actors in the social care alarm service chain.

The following topics are included in this document:
1. Service user perspective: objectives, roles, needs and processes
2. Process description for the service chain, including:

— service user experience, installation and instruction, use, service accessability, response

arrangements, access management
— marketing, sales, referral, review and termination
— customer billing and income collection

3. Good practice of service provision: quality and risk management, including security, privacy and

requirements for infrastructure.

Technology and organization structure independence are important features of this document, the

service model for social care alarms.

This document contains “Requirements” and “Recommendations”. Requirements describe good practice

that shall be achieved by all service providers modelling this document. Recommendations describe good

practice that is not universally accepted across Europe and which service providers may wish to model.

2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

• IEC Electropedia: available at http://www.electropedia.org/
• ISO Online browsing platform: available at https://www.iso.org/obp
3.1
alarm call

signal transmitted from an alarm system to an alarm receiving service to indicate the status or condition

of that alarm system
3.2
alarm receiving centre

continuously manned centre to which information concerning the status of one or more alarm systems is

reported
[SOURCE: EN 50136-1:2012, Clause 4.1.2]
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SIST-TS CEN/TS 17470:2020
CEN/TS 17470:2020 (E)
3.3
alarm receiving service
service for the receipt and processing of alarm calls from an alarm system
[SOURCE: EN 50134-7:2017, Clause 3.9]
3.4
alarm recipient
person who receives and acts upon an alarm call
[SOURCE: EN 50134-1:2002, Clause 3.14]
3.5
complaint

expression of dissatisfaction made to an organization, related to its products, or the complaints-handling

process itself, where a response or resolution is explicitly or implicitly expected

[SOURCE: ISO 10002:2014, Clause 3.2]
3.6
connectivity
functioning end to end telecommunication connection
3.7
customer
person or organisation who pays for the technology enabled care service
3.8
digital key
means of gaining access without a physical key
3.9
distraction burglary

any crime where a falsehood, trick or distraction is used on an occupant of a dwelling to gain or to try to

gain access to the premises to commit burglary
3.10
forced access
access through a secured door without a physical or digital key
3.11
formal responders
responders working in an organised responder service, whether paid or unpaid
3.12
informal responders

friends, family and neighbours of the service user nominated as responders by the service user

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CEN/TS 17470:2020 (E)
3.13
informed consent

informed consent is the process of providing information and explanation to an individual in respect of a

proposed course of action so that the individual can consider their options

Note 1 to entry The outcome of an informed consent process is that the individual will agree, refuse or propose

modifications to the proposed course of action
3.14
installer
person or provider who installs equipment in the service chain
3.15
key safe
secure container for storing keys
3.16
KPI
key performance indicator
3.17
problems

matter or situation regarded as unwelcome or harmful and needing to be dealt with and overcome

[SOURCE: Oxford English Dictionary]
3.18
regular contact

contact at a frequency appropriate to the contracted agreement and or the needs and objectives of the

service, customer and service user
3.19
responder

person or persons who attend the service user when an alarm has been triaged and has been deemed to

require a physical presence
3.20
safeguarding

measures designed to protect the health, wellbeing and human rights of individuals, which allow people,

especially children, young people and vulnerable adults, to live free from abuse, harm and neglect

3.21
service provider

the organisation that provides the technology enabled care service and fulfils a contract with a service

user or customer
3.22
service user
person who utilises the technology enabled care service
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CEN/TS 17470:2020 (E)
3.23
service user event
alarm call signalling a need on the part of the service user

Note 1 to entry: Such needs may be in respect of the service user’s welfare, safety, health or wellbeing and calls

may be initiated by the service user operating a manual trigger device or via an automatic trigger device

3.24
TEC

technology enabled care, referring to the use of technologies to provide care for people that is convenient,

accessible and cost-effective and includes, for example, telehealth, telecare, telemedicine, telecoaching

and digital self-care resources
4 Leadership and governance
4.1 Leadership within the service chain
4.1.1 Introduction and expected outcome of the process

Good leadership and governance are key to the successful provision of person-centred services and the

achievement of better outcomes for people. It is important that all partners in the service chain actively

demonstrate a commitment to leadership and partnership working to achieve what shall be a collective

objective. There are robust systems in place that clearly demonstrate leadership of the service provider

and the lines of responsibility within the service chain.
4.1.2 Requirements
The service provider shall:

a) demonstrate that there is a clear and accountable leadership and governance structure in place;

b) ensure effective communication between management and operational team on corporate

objectives, ambitions and service development;
c) have methods for evaluating staff feedback;

d) establish accountabilities and responsibilities within the service chain, which also demonstrate clear

reporting lines;

e) where there are multiple partners within the service chain, have an identified primary partner;

f) make publicly available, details of the governance structure, including any annual reports that may

be produced;

g) demonstrate that TEC forms part of the organization's over-arching business strategies;

h) ensure that service users consistently receive the same standard of care regardless of when, where,

and from whom within the service provider organization they receive it.
4.2 Privacy protection and data security
4.2.1 Introduction and expected outcome of process

In matters of privacy protection and data security, service users (or their advocate or legal

representatives) shall be involved. The service user has the right to access his/her data and to consent to

data exchange. The privacy of service users shall be protected in a transparent and effective way.

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CEN/TS 17470:2020 (E)

Depending on service provider's role in the service chain, this can also be achieved through the use of

relevant standards in the ISO 27000 series.
4.2.2 Requirements
The service provider shall:
a) have an information security policy;
b) perform Data Privacy Impact Assessments (DPIA).

NOTE The General Data Protection Regulation (GDPR), establishes requirements for circumstances in which a

DPIA should be undertaken or reviewed and national Supervisory Authorities can publish local regulatory guidance

to support implementation or clarify or amplify the requirements in the GDPR.
In line with GDPR the service provider will be able to demonstrate:
a) a clear process related to data security, retention and privacy protection;
b) procedures to enable the service user to monitor data exchange on request;
c) that the principle of informed consent is adhered to by all participants;

d) data sharing agreements are in place with all partners, as necessary or required;

e) a process to define the rights and obligations of employees;

f) how it makes service users and/or advocates aware of how their information will be used and shared,

and how their informed consent to this is captured;
g) standardized systems for the inputting,
...

SLOVENSKI STANDARD
kSIST-TS FprCEN/TS 17470:2020
01-februar-2020
Model storitev za alarme socialne oskrbe
Service model for social care alarms
Modèle de service de téléassistance
Ta slovenski standard je istoveten z: FprCEN/TS 17470
ICS:
03.080.30 Storitve za potrošnike Services for consumers
13.320 Alarmni in opozorilni sistemi Alarm and warning systems
kSIST-TS FprCEN/TS 17470:2020 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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kSIST-TS FprCEN/TS 17470:2020
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kSIST-TS FprCEN/TS 17470:2020
FINAL DRAFT
TECHNICAL SPECIFICATION
FprCEN/TS 17470
SPÉCIFICATION TECHNIQUE
TECHNISCHE SPEZIFIKATION
December 2019
ICS
English Version
Service model for social care alarms
Modèle de service de téléassistance

This draft Technical Specification is submitted to CEN members for Vote. It has been drawn up by the Technical Committee

CEN/TC 431.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,

Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,

Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and

United Kingdom.

Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of which they are

aware and to provide supporting documentation.

Warning : This document is not a Technical Specification. It is distributed for review and comments. It is subject to change

without notice and shall not be referred to as a Technical Specification.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels

© 2019 CEN All rights of exploitation in any form and by any means reserved Ref. No. FprCEN/TS 17470:2019 E

worldwide for CEN national Members.
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kSIST-TS FprCEN/TS 17470:2020
FprCEN/TS 17470:2019 (E)
Contents Page

European foreword ....................................................................................................................................................... 4

Introduction .................................................................................................................................................................... 5

1 Scope .................................................................................................................................................................... 8

2 Normative references .................................................................................................................................... 8

3 Terms and definitions ................................................................................................................................... 8

4 Leadership and governance ..................................................................................................................... 11

4.1 Leadership within the service chain ..................................................................................................... 11

4.1.1 Introduction and expected outcome of the process ........................................................................ 11

4.1.2 Requirements ................................................................................................................................................ 11

4.2 Privacy protection and data security .................................................................................................... 11

4.2.1 Introduction and expected outcome of process ................................................................................ 11

4.2.2 Requirements ................................................................................................................................................ 12

4.2.3 Recommendations ....................................................................................................................................... 12

4.3 Service accessibility .................................................................................................................................... 12

4.3.1 Introduction and expected outcome of the process ........................................................................ 12

4.3.2 Requirements ................................................................................................................................................ 13

5 Operations ...................................................................................................................................................... 13

5.1 Acquiring alarm service ............................................................................................................................. 13

5.1.1 Determine individual customer and service user needs ............................................................... 13

5.1.2 Customer contracting ................................................................................................................................. 15

5.1.3 Installation and activation of service .................................................................................................... 15

5.2 Using the alarm service .............................................................................................................................. 16

5.2.1 Raising an alarm ........................................................................................................................................... 16

5.2.2 Alarm handling ............................................................................................................................................. 16

5.2.3 Responder Services ..................................................................................................................................... 17

5.2.4 Access management .................................................................................................................................... 19

5.2.5 Customer billing and income collection .............................................................................................. 19

5.2.6 Incident management ................................................................................................................................. 20

5.3 Service user engagement ........................................................................................................................... 20

5.3.1 Re-assessment of the service user needs ............................................................................................ 20

5.3.2 Complaint management ............................................................................................................................. 21

5.4 Service termination ..................................................................................................................................... 21

5.4.1 Introduction and expected outcome of the process ........................................................................ 21

5.4.2 Requirements ................................................................................................................................................ 22

6 Planning ........................................................................................................................................................... 22

6.1 Service chain continuity and risk management ................................................................................ 22

6.1.1 Introduction and expected outcome of the process ........................................................................ 22

6.1.2 Requirements ................................................................................................................................................ 22

6.2 Service Development .................................................................................................................................. 23

6.2.1 Introduction and expected outcome of the process ........................................................................ 23

6.2.2 Requirements ................................................................................................................................................ 23

6.2.3 Recommendations ....................................................................................................................................... 23

7 Support ............................................................................................................................................................ 23

7.1 Staff and competency management ....................................................................................................... 23

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7.1.1 Introduction and expected outcome of the process ......................................................................... 23

7.1.2 Requirements ................................................................................................................................................. 24

7.2 Asset Management ....................................................................................................................................... 24

7.2.1 Introduction and expected outcome of the process ......................................................................... 24

7.2.2 Requirements ................................................................................................................................................. 24

7.2.3 Recommendations ........................................................................................................................................ 25

7.3 Servicing hardware and software ........................................................................................................... 25

7.3.1 Introduction and expected outcome of the process ......................................................................... 25

7.3.2 Requirements ................................................................................................................................................. 25

7.4 Alarm receiving centre and environment ........................................................................................... 26

7.4.1 Introduction.................................................................................................................................................... 26

7.4.2 Recommendations ........................................................................................................................................ 26

8 Performance evaluation and improvement ........................................................................................ 26

8.1 Performance management and evaluation ......................................................................................... 26

8.1.1 Introduction and expected outcome of the process ......................................................................... 26

8.1.2 Requirements ................................................................................................................................................. 26

Annex A (informative) Key Performance Indicators (KPIs) ....................................................................... 28

A.1 General ............................................................................................................................................................. 28

A.2 Acquiring alarm service ............................................................................................................................. 28

A.3 Determine individual customer and user needs ............................................................................... 28

A.4 Installation and activation of service .................................................................................................... 28

A.5 Raising an alarm ........................................................................................................................................... 28

A.6 Alarm handling .............................................................................................................................................. 28

A.7 Responder services ...................................................................................................................................... 29

A.8 Access management ..................................................................................................................................... 29

A.9 Customer billing and income collection ............................................................................................... 29

A.10 Incident management ................................................................................................................................. 30

A.11 Service continuity ......................................................................................................................................... 30

A.12 Complaint management ............................................................................................................................. 30

A.13 Service user data accuracy ........................................................................................................................ 30

A.14 Asset management ....................................................................................................................................... 30

Bibliography ................................................................................................................................................................. 31

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European foreword
This document (FprCEN/TS 17471:2019) has been prepared by Technical Committee

CEN/TC 431“Service Chain for Social Care Alarms”, the secretariat of which is held by SIS.

This document is currently submitted to the Vote on TS.
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Introduction

Social care alarm services enable individuals who choose to use these services to live safer, more secure

and independent lives within their communities by providing support on demand, via the alarm system.

Different service models have evolved across Europe to meet the social, health and care expectations of

different countries and communities. These service models range from a telephone-only emergency

service (which relies on the availability of friends, family and neighbours), through emergency support

and regular telephone counselling, to providing on-the-ground response services that may include a

formal home care service and undertake reactive home care visits at the request of the service user.

Social care alarm services have been successful in identifying individual, community and organizational

needs and meeting these needs with affordable and effective solutions. As a result, the number of people

being supported to live independent lives has grown over the past 30 years to a current day number of

more than 5 million individuals across Europe. The size of the social care alarm services market is

growing, and growth is likely to continue as a result of population demographics, resulting pressures on

health and social care budgets, the adoption of social care alarm services by an increasing number of

European countries and a general move within society to embracing person-centred technology within

the health and social care environment. Social care alarm services are the first technology enabled care

service and have proved to be the most successful to date.

Social care alarm services are generally used by older adults who could be vulnerable due to physical,

mental or cognitive conditions. Given the potential vulnerability of their service users it is of utmost

importance that social care alarm services offered are reliable, safe and secure. The safety and reliability

of a social care alarm service is a consequence of correct choice, installation and maintenance of the social

alarm equipment used within the service, coupled with the management and partnership framework

embodied in the design and management of the service. The EN 50134 (social alarms) series of standards

covers the minimum technical standards for social alarm products, the overall social alarm system and

the processes for deployment of social alarm equipment to create a social alarm system.

The size of the social care alarm market and the growth in demand for these services is stimulating a need

for a common management framework, which will enable the sharing of good practice in the design of

person-centred services and their management. This technical specification is the first step to delivering

on this goal.

This technical specification is additional to the EN 50134 series of standards and describes the service

chain involved in the provision of a social care alarm service. It sets out the roles within the chain of

service and describes the processes associated with each role within the service chain. The document

recognizes that these roles may be undertaken by different organisations, which will need to work closely

to provide a safe, reliable and secure social care alarm service which protects and empowers its service

users. The document establishes a framework for service design and management and the development

of management standards and shared values within and between the organisations engaged in the social

care alarm service chain. In doing so, it recognizes the importance of leadership, governance and

communication in the development and provision of services that are service user focussed, holistic and

seek to respond to the changing needs of service users via a single point of dynamic needs assessment

and frictionless referral between agencies.

The ISO High Level Structure is the basis for the social care alarm service management model. The

Technology Enabled Care Operations Model (Figure 1) shows how operational processes are related in

order to provide the service within the service chain and are supported by leadership, planning, support

and evaluation.
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Figure 1 – The Technology Enabled Care Operations Model (TECOM)

Each operational process in Figure 1 consists of sub processes as defined in Figure 2.

Figure 2 – Map of the TECOM processes and sub-processes
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This document articulates the following key principles:

• Enhance the customer experience - The service user should be at the centre of service provision and

their experience should define service design and quality.

• Consider the entire service chain regardless of technology and organisational structures - The

customer / service user will experience the entire chain; quality of a service can only be managed

and evaluated by holistic assessment of the full service chain and not just its elements in isolation.

• Clearly defined leadership, roles and responsibilities between actors is a key success factor for the

overall quality of the service processes.

• Create a path for future service development – the needs of service users evolve and services evolves

to meet changing needs and expectations.
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1 Scope

This document 'Service model for social care alarms', provides a framework and recommendations for

the roles and responsibilities of the different actors in the social care alarm service chain.

The following topics are included in this document:
1. Service user perspective: objectives, roles, needs and processes
2. Process description for the service chain, including:

— service user experience, installation and instruction, use, service accessability, response

arrangements, access management.
— marketing, sales, referral, review and termination;
— customer billing and income collection

3. Good practice of service provision: quality and risk management, including security, privacy and

requirements for infrastructure.

Technology and organization structure independence are important features of this this document, the

service model for social care alarms.

This document contains “Requirements” and “Recommendations”. Requirements describe good practice

that should be achieved by all service providers modelling the this document. Recommendations describe

good practice that is not universally accepted across Europe and which service providers may wish to

model.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
No terms and definitions are listed in this document.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

• IEC Electropedia: available at http://www.electropedia.org/
• ISO Online browsing platform: available at http://www.iso.org/obp
3.1
alarm call

signal transmitted from an alarm system to an alarm receiving service to indicate the status or condition

of that alarm system
3.2
alarm receiving centre

continuously manned centre to which information concerning the status of one or more alarm systems is

reported
[SOURCE: EN 50136-1:2012, Clause 4.1.2]
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3.3
alarm receiving service
service for the receipt and processing of alarm calls from an alarm system
[SOURCE: EN 50134-7:2017, Clause 3.9]
3.4
alarm recipient
person who receives and acts upon an alarm call
[SOURCE: EN 50134-1:2002, Clause 3.14]
3.5
complaint

expression of dissatisfaction made to an organization, related to its products, or the complaints-handling

process itself, where a response or resolution is explicitly or implicitly expected

[SOURCE: ISO 10002:2014, Clause 3.2]
3.6
connectivity
functioning end to end telecommunication connection
3.7
customer
person or organisation who pays for the technology enabled care service
3.8
digital key
means of gaining access without a physical key
3.9
distraction burglary

any crime where a falsehood, trick or distraction is used on an occupant of a dwelling to gain or to try to

gain access to the premises to commit burglary
3.10
forced access
access through a secured door without a physical or digital key
3.11
formal responders
responders working in an organised responder service, whether paid or unpaid
3.12
informal responders

friends, family and neighbours of the service user nominated as responders by the service user

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3.13
informed consent

informed consent is the process of providing information and explanation to an individual in respect of a

proposed course of action so that the individual can consider their options

Note 1 to entry The outcome of an informed consent process is that the individual will agree, refuse or propose

modifications to the proposed course of action
3.14
installer
person or provider who installs equipment in the service chain
3.15
key safe
secure container for storing keys
3.16
KPI
key performance indicator
3.17
problems

matter or situation regarded as unwelcome or harmful and needing to be dealt with and overcome,

[SOURCE: Oxford English Dictionary]
3.18
regular contact

contact at a frequency appropriate to the contracted agreement and or the needs and objectives of the

service, customer and service user
3.19
responder

person or persons who attend the service user when an alarm has been triaged and has been deemed to

require a physical presence
3.20
safeguarding

measures designed to protect the health, wellbeing and human rights of individuals, which allow people,

especially children, young people and vulnerable adults, to live free from abuse, harm and neglect

3.21
service provider

the organisation that provides the technology enabled care service and fulfils a contract with a service

user or customer
3.22
service user
person who utilises the technology enabled care service
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3.23
service user event
alarm call signalling a need on the part of the service user

Note 1 to entry: Such needs may be in respect of the service user’s welfare, safety, health or wellbeing and calls

may be initiated by the service user operating a manual trigger device or via an automatic trigger device

3.24
TEC

technology enabled care, referring to the use of technologies to provide care for people that is convenient,

accessible and cost-effective and includes, for example, telehealth, telecare, telemedicine, telecoaching

and digital self-care resources
4 Leadership and governance
4.1 Leadership within the service chain
4.1.1 Introduction and expected outcome of the process

Good leadership and governance are key to the successful provision of person-centred services and the

achievement of better outcomes for people. It is important that all partners in the service chain actively

demonstrate a commitment to leadership and partnership working to achieve what shall be a collective

objective. There are robust systems in place that clearly demonstrate leadership of the service provider

and the lines of responsibility within the service chain.
4.1.2 Requirements
The service provider shall:

a) demonstrate that there is a clear and accountable leadership and governance structure in place.

b) ensure effective communication between management and operational team on corporate

objectives, ambitions and service development.
c) have methods for evaluating staff feedback.

d) establish accountabilities and responsibilities within the service chain, which also demonstrate clear

reporting lines.

e) where there are multiple partners within the service chain, have an identified primary partner.

f) make publicly available, details of the governance structure, including any annual reports that may

be produced.

g) demonstrate that TEC forms part of the organization's over-arching business strategies.

h) ensure that service users consistently receive the same standard of care regardless of when, where,

and from whom within the service provider organization they receive it.
4.2 Privacy protection and data security
4.2.1 Introduction and expected outcome of process

In matters of privacy protection and data security, service users (or their advocate or legal

representatives) shall be involved. The service user has the right to access his/her data and to consent to

data exchange. The privacy of service users shall be protected in a transparent and effective way.

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Depending on service provider's role in the service chain, this can also be achieved through the use of

relevant standards in the ISO 27000 series.
4.2.2 Requirements
The service provider shall:
a) have an information security policy
b) perform Data Privacy Impact Assessments (DPIA)

NOTE The General Data Protection Regulation (GDPR), establishes requirements for circumstances in which a

DPIA should be undertaken or reviewed and national Supervisory Authorities can publish local regulatory guidance

to support implementation or clarify or amplify the requirements in the GDPR.
In line with GDPR the service provider will be able to demonstrate:
a) a clear process related to data security, retention and privacy protection
b) procedures to enable the service user to monitor data exchange on request
c) that the principle of informed consent is adhered to by all participants
d) data sharing agreements in place with all partners, as necessary or required
e) a process to define the rights and obligations of employees

f) how it makes service users and/or advocates aware of how their information will be used and shared,

and how their informed consent to this is captured

g) standardized systems for the inputting, checking and maintenance of accurate and up-to-date user

information

h) that partner organisations involved in service provision are aware of their responsibilities to

promote and actively use accurate information in decision-making processes

i) procedures to ensure service users and carers have access to their own personal information

4.2.3 Recommendations

The service provider should ensure that all access to and change of data are logged.

4.3 Service accessibility
4.3.1 Introduction and expected outcome of the process

Technology enabled care services operate to different business models and service visions; some set out

to provide a simple service to older people who enjoy high levels of independence and social integration,

low levels of need and can organize their own response network while others may specialize to support

user groups with high levels of need brought about by mul
...

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