‘Eldercare’ (which is the trading name of New Church Housing Services Ltd) has been established since 1987, providing an independent Monitoring, Emergency Mobile Response and Relief Manager Service to Local Authorities, Housing Associations and Private Clients throughout the UK.

Monitoring
Our TSA Code of Practice part One compliant Saturn control centre offers a comprehensive service for both hard wired sheltered schemes and community based dispersed alarms.

For sheltered schemes the monitoring service provides the back-up facility of round the clock monitoring to scheme based staff when it is required and gives the residents the comfort of knowing that at a push of a button there will be someone there to answer their call to give help, advice and comfort.

Telecare and Equipment Compatibility
Eldercare has the capacity to monitor a wide range of telecare products and adopts service user specific procedures to follow in the case of an activation. Eldercare prides itself on its compatibility with all products available on the market and therefore can monitor whichever manufacturer’s equipment / units that you wish to buy.

Messaging System
We use an internet-based messaging system which allows operators to send details of events occurring on site as they happen by either email or fax to a number of dedicated personnel as specified by the customer.

Emergency Mobile Response
The role of the Emergency Mobile Response teams is to work with the Control Centre to deliver a support service direct to the customer’s home. All teams are chosen for their relevant locality and so are within easy reach of customers. Our aim is to, where possible be on site within 20 minutes of receiving the initial call. The Emergency Response teams are trained to deal with sensitive and emergency situations and will liaise with the control centre, emergency services, family and friends as required.

Relief Managers
Eldercare provides a Relief Manager service to cover for holidays, sickness and weekend cover. Our Mobile teams will also assist with routine visits to schemes to check on the welfare of the residents and where necessary perform night time security checks.

Staff Selection & Training
All newly recruited staff are checked by the Criminal Records Bureau at an enhanced level before commencing employment. They are all trained to a high level to deal with all types of emergencies. A range of methods are used such as work shadowing, one to one sessions and assessments. All staff are subject to ongoing performance monitoring, development reviews, quality checks and training.

Data Management
In addition to excellent staff we believe that accurate data is the key to excellent service delivery. We have a dedicated data management section who will receive and update all information changes on our database. We also regularly review our data by providing reports that we ask you to check to ensure that we have the most up to date details.

Customer Services
Our Customer Services department is available to answer any of your queries regarding service delivery and where necessary support you in completing you Supporting People reviews. Regular Customer Review meetings will be scheduled to enable any issues to be discussed. Eldercare completes regular Customer Satisfaction Surveys with both Corporate Customers and end users. In addition, the control centre completes daily courtesy calls to ensure end users are satisfied and feeling better following our need to call a Doctor or Ambulance on their behalf, the previous day.

Management Information
Eldercare provides all corporate customers with free management information reports on a monthly basis. We have invested in special reporting software which extracts required information from our Saturn system. We are very willing to modify our reports to meet your requirements and are currently providing all our customers the relevant reports needed to complete your Supporting People Workbooks.

Business Continuity Plan
Eldercare has a fully comprehensive business continuity plan which enables us to continue to deliver our service from our main office in the case of a power failure, server failure and many other eventualities. We also have a complete back up control centre which can accommodate our staff during extreme situations. Our business continuity plan is compliant with both BS5979 Cat 1 and TSA Code of Practice part 1 requirements

Other Services:

Lone Worker Solutions - Kinesis provides alarm and response services designed to protect individuals on the move. By combining the use of specialist mobile handsets and a proven alarm call response centre, we can locate and respond appropriately to an individuals situation, wherever they are. Using mapping GPS and GSM technologies Kinesis provides a solution that allows the location of the person in difficulty or danger to be quickly determined. By fixing their position to within metres, and operator can locate and talk to the person sending the appropriate assistance straight to them. For further information on our Lone Worker solutions please visit our Kinesis website. A link to this Website can be found in the 'Useful Links' section of this website or contact Keith Waddon as listed in the 'Contact Us' section.

Out of Hours Calls Handling - The Out of Hours service can be used for all kinds of processes, including simple call logging, repairs or contractor call outs. Using our unique web-based facility, our operators log all calls received and follow an agreed procedure to provide the correct response. Your frontline staff can access the secure web-based facility the next day using their agreed password. All calls that have been logged out of hours can be downloaded in a report that gives a complete detailed analysis of all the calls and the actions taken.

Equipment Maintenance - Whilst we do not have our own equipment engineers we do work in partnership with a number of organisations to provide a seamless equipment maintenance service.