SIST-TS CEN/TS 17470:2020
(Main)Service model for social care alarms
Service model for social care alarms
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.
rganization 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 this document. Recommendations describe good practice that is not universally accepted across Europe and which service providers may wish to model.
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
Standards Content (Sample)
SLOVENSKI STANDARD
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
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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.
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
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
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.
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.
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
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.
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]
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
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
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.
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, 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 multiple or complex conditions and who require
professional care and support. While the principles of ‘design for all’ apply to both exemplars of service,
the range of human abilities and characteristics that would need to be considered will differ between
these two exemplar services. The existence of different business and service models and the consequent
segmentation of the market for technology enabled care services is a valid response to the expression of
consumer choice. In such a market, the key issue is that services seek to identify and remove barriers to
accessibility for those potential service users who would wish to choose the particular service.
Technology, societal expectations and user needs change over time and services need to reflect this
through the adoption of a ‘design for all’ philosophy and the embedding of ‘design for all’ concepts within
their quality management and continuous improvement processes.
The service is designed and delivered in a manner that promotes inclusivity and ensures accessibility for
its intended user group. The service selects and uses technologies and equipment that do not create
unreasonable barriers to accessibility to its service users and which support appropriate
interconnectivity and interoperation with other consumer and assistive technologies that its service
users may have.
4.3.2 Requirements
a) The service provider shall undertake regular review of the accessibility of its service for people with
a range of abilities and characteristics.
b) The review shall generate an accessibility report which shall, as a minimum, contain consideration
of the following:
— the intended population of potential service users;
— identification and determination of the diversity of human abilities and characteristics within
the chosen service user group;
— the ways in which humans are likely to interact with the service and the service provider;
— the ways in which humans are likely to interact with the equipment used within the service;
— determination of relevant accessibility aspects that should be addressed through the design of
the overall service and individual aspects of the service;
— determination of relevant accessibility aspects that should be addressed through the design of
any equipment and technologies used within the service.
NOTE CEN-CENELEC Guide 6 on Accessibility provides useful information on the range of human abilities and
characteristics for consideration as well as example questions and methodology that can be used to challenge
thinking about the nature of barriers to accessibility for all.
c) The service provider shall demonstrate how the accessibility review has influenced the design of the
service and the choice and selection of equipment used within the service.
5 Operations
5.1 Acquiring alarm service
5.1.1 Determine individual customer and service user needs
5.1.1.1 Introduction and expected outcome of the process
Adequate information is obtained for the service provider and associated stakeholders to reach an
informed understanding of the needs of the service user.
The identification of a need for TEC and social care alarm services in particular, can arise in many ways.
Customers, service users, their family and carers, or a wide range of support organisations may create
the initial request for supportive services. This leads to more detailed assessment of needs and eligibility,
where service users are involved in needs identification and decision making. Information about services
needs to be widely available and accessible to all, to support informed decision-making and recognition
that services will vary according to the needs of users. Informed consent by users to care and support is
essential, along with agreement as to how their information will be used. All of these activities need to
take account of the wider health and care system(s) in which they operate, so that resulting services
complement and coordinate with each other, while prevention and rehabilitation are emphasized.
5.1.1.2 Requirements
The service provider shall:
a) facilitate different ways of initial contact to the service;
b) ensure that service users are involved to be able to make an informed decision at every step of the
process (where a service user does not have mental capacity or has appointed an advocate, an
advocate should be involved to support a best interests decision);
c) explain how the service links with and relates to the wider health and care system(s);
d) ensure that service provision is informed by the use of individualized assessment of risks and needs
and addresses any ethical issues;
e) involve the service user in assessing their relevant needs, circumstances and choices;
f) share the recommendations from the assessment with the service user;
g) record when service users choose not to have subsequent re-assessements;
h) ensure that any customer and/or service user preferences or locally agreed procedures relating to
specific customer / service user requirements are recognized in the assessment and planning
processes;
i) provide evidence that safeguarding and protection is promoted;
j) ensure that services are designed to achieve the best possible outcomes for service users and carers;
k) ensure that service provision is person-centred rather than technology focused.
5.1.1.3 Recommendations
Service providers should:
a) inform customers and service users about relevant additional services;
b) coordinate all communication with service users and their carers;
c) emphasize and prioritize prevention and rehabilitation;
d) recognize or record any person who is authorized to update service user data or the contract.
5.1.2 Customer contracting
5.1.2.1 Introduction and expected outcome of the process
A contract stipulates the relationship between the service user and/or customer and service provider.
The contracted party might not be the service user. The expected outcome is a valid contract signed by
the customer, where all parties to the contract agree on obligations and responsibilities.
5.1.2.2 Requirements
The service provider shall:
a) write contracts in clear, direct and unambigious language, so that they are easy to read and
understood by all parties concerned;
b) provide a clear statement of the services to be provided to the customer and/or service user, and
expected performance levels;
c) define obligations and requirements of the service user, with regards to home access arrangements,
connectivity of the equipment and regular testing, misuse and abuse of service;
d) state prices and how price changes will be applied, payment conditions and procedures, duration of
contract, terms of termination and ownership of equipment;
e) gain consent from the service user, or from their advocate when the service user is unable to provide
consent;
f) upon request, explain all details of the contract to the service user.
5.1.3 Installation and activation of service
5.1.3.1 Introduction and expected outcome of the process
The installation of any TEC equipment should minimize and manage daily risks and, where possible,
improve the quality of day to day living. As part of the installation process, service users and / or their
carers, where appropriate, are provided with information and explanation of the equipment and its use.
The installation of equipment is an integral part of the service user’s acquisition of a TEC service and
encompasses much more than simply the setting up of equipment. Service users and carers are actively
involved at every stage of the installation process and will be supported to make choices related to the
way in which the service is provided.
5.1.3.2 Requirements
Service providers shall:
a) ensure that a risk assessment associated with the service user’s environment is completed prior to
installation;
b) assess the telecommunications link at the service user's premises and select equipment appropriate
to that link;
c) have written procedures for responding to and reporting safeguarding concerns, and ensure that
these procedures are adhered to;
d) inform the person undertaking the equipment installation about all aspects of the individual's
assessment that could influence the design and outcome of the installation;
e) wherever practicable, offer service users choice both in the type of equipment installed and the way
in which it is used;
f) explain how the service works, when to trigger the alarm and what will happen when the alarm is
raised;
g) explain the limitation of equipment use to the service user and/or their carers;
h) explain to the service user, and/or their carers, the importance of maintaining equipment
connectivity and regular equipment testing;
i) have adequate employer, contractual, public and professional liability insurance cover;
j) have policies and procedures with regard to infection prevention and control;
k) ensure that at the point of installation, equipment is demonstrated to the service user, or carer and
tested for communication with the intended destination in accordance with manufacturer guidelines;
l) have procedures for consent to and proper attachment of equipment to the structure of a building;
m) provide all concerned parties with all relevant documentation;
n) provide a customer / service user helpline.
5.2 Using the alarm service
5.2.1 Raising an alarm
5.2.1.1 Introduction and expected outcome of the process
It is important that the alarm supports the service user and helps them feel safe. Therefore, safety and
reliability of the service are of utmost importance. All alarms raised are passed on to and received by the
service provider.
5.2.1.2 Requirement
The service provider shall have a process to monitor that the equipment is capable of transmitting a signal
to the alarm receiving service
5.2.2 Alarm call handling
5.2.2.1 Introduction and expected outcome of the process
It is important that appropriate alarm call handling and follow up when an alarm is triggered is ensured.
Therefore, safety and reliability of the service are of utmost importance.
In many cases operational and coordinating processes are distributed among various actors. It is crucial
these are clear for all involved. Assurance that all received alarm calls will be handled appropriately, as
determined by the situation and service agreement.
5.2.2.2 Requirements
The service provider shall:
a) have alarm call-handling procedures for the types of alarm calls generated;
b) ensure that each received alarm call is handled correctly in accordance with procedures and
contractually agreed performance levels;
c) have a clear process definition of its operational and coordinating processes, related to alarm call-
handling and follow up;
d) document and implement a triage and priority determination procedure for incoming alarm calls;
e) have accurate up to date information available regarding the service user, needed for triage and
response;
f) document and implement the procedures for different outcomes of the triage, including follow-up
and escalation processes;
g) where the alarm recipient has dispatched a responder, ensure that the responder accesses the
service user’s premises in accordance with the contract;
h) ensure that all alarm calls and actions taken are logged, including time stamps;
i) record all voice calls and other electronic communication related to the service and have defined
retention periods;
j) have processes in place to enable communication with all service users, in all situations, and for all
abilities;
k) treat the service user with dignity and respect at all times;
l) involve partner organisations where appropriate and subject to service user agreement.
5.2.2.3 Recommendations
It is recommended that information provided by the service user in respect of any pre-existing medical
conditions is available to the alarm recipient.
NOTE Both medical telecare and social telecare services exist within Europe. Where the telecare services
operate to a social model it is not necessary for that service to hold information on medical conditions of the service
user.
5.2.3 Responder Services
5.2.3.1 Introduction and expected outcome of the process
Responder services provide support to the service user as a result of the alarm triage process or as a
concern for welfare. The responder services ensure the provision of routine and emergency responder
services appropriate to the needs and wishes of the user.
NOTE Routine responder services cover actions of the social care alarm service where scheduled welfare
visiting and reactive home care activities are part of the service model.
5.2.3.2 Requirements
5.2.3.2.1 General requirements for all responder arrangements
The service provider shall:
a) have procedures in place, which define how the responder service will be utilized and under what
conditions;
b) have procedures in place for managing formal responders;
c) have procedures for managing the non-availability of informal responders;
d) make sure that the responder has access to relevant service user details, so that appropriate
assistance can be provided;
e) provide assistance to the service user, whilst taking into consideration the condition of the service
user;
f) keep the alarm receiving service informed of p
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