How does CareLink work
When a digital device is activated, for example via a falls pendant, an alert is raised via the equipment to a call handling centre. The calls are handled by a company - Careium who aim to respond between 30 to 60 seconds. The call handler will triage the call to decide on an appropriate response. If the situation requires an emergency response, then an ambulance will be called and your next of kin will be informed.
The Bromley CareLink service also consist of mobile officers who are able when appropriate to carry out a home visit to an individual’s property.
CareLink mobile officers are employees of Bromley Council. All staff carry the council's identification cards, use council fleet cars which are marked with CareLink's service logo. The CareLink staff are based in central Bromley at the Civic Centre.
Mobile officers will complete a falls risk assessment to ascertain whether it is appropriate to support an individual up off the floor. If safe to complete, specialist moving and handling equipment will be used which can be operated by 1 person given the situation. The mobile officers remain in open communication with the call handling platform and will inform the designated next of kin of the situation and the outcome of the intervention.
It may be required that on assessing the situation that an ambulance is required. The next of kin will be informed and the CareLink mobile officers will remain on site as long as practically possible.
The mobile officers may not always be able to complete an in-person response visit. If this situation occurs the call handling centre will be directed to call an ambulance and liaise directly with the listed next of kin.
The alarm service operates every day of the year. Individuals are provided with an alarm unit, which allows two-way voice contact with the control centre operators. In an emergency, help can be summoned by either:
- Pressing a button on the alarm unit; or
- Pressing a remote trigger, which is worn or carried by the person.
We recommend that you test the alarm equipment monthly by pressing the remote trigger (pendant).
Trained call operators at the alarm control centre receive an alert on activation of a device and respond immediately to deal with the emergency situation.
CareLink offer two levels of service. In certain circumstances a full mobile response service may not be appropriate, if in this instance where a decision for a monitoring only service is made, the reasons would be feedback directly with the individual.
Monitoring
The monitoring service is where the control operators will talk to you via the alarm unit when the device is triggered to establish the nature of the alert. The call operator will contact the designated key holder to the property, which could either include a friend, relative or neighbour to request a visit. If assistance is required and / or it is an emergency the call operator will call the emergency services directly. It is preferable to have three nominated key holders. If your nominated key holder cannot be reached or cannot attend, CareLink may send their mobile officers if access can be gained via an in situ keysafe, there is a call out charge payable for this service. For details of charges please refer to the section on costs.
The charge for this service is £7.28 per week, subject to annual increase.
The mobile response call-out fee for the monitoring only service is £100.38, subject to annual increase.
Full mobile response
Full mobile response is the service where, when required and appropriate, CareLink Mobile Officers will visit the home property. Following a risk assessment, officers will assist an individual up from the floor using specialist equipment, following a fall for example. The service may notify emergency services to attend as appropriate. A keysafe is required for this service to ensure that mobile officers can enter the property as required. It may not always be appropriate or possible for mobile officers to attend to an alert. This maybe due to numerous calls at any given time or in the event of unforeseen circumstances. If this situation arises the call will be directed by the call operator directly to the London Ambulance Service and to the next of kin.
The charge for this service is £10.85 per week, subject to annual increase.
You may be able to benefit from a specialist Telecare item, if so there will be an additional charge of £3.50 a week.
Bromley Carelink offers to
- Install your alarm equipment in a safe and unobtrusive way.
- Monitor your alarm 24 hours a day every day of the year.
- Respond to alarm calls quickly and practicably 24 hours of the day.
- Respond immediately to requests for assistance by contacting one of the mobile response officers and your key holder, doctor, relative, or one of the emergency services if necessary.
- Repair any faults to your alarm.
- Ensure you understand how the equipment works and what will happen if you call for assistance.
- Carry out and complete yearly maintenance checks to ensure your alarm is working properly.
- Keep all personal information confidentially in line with GDPR policies and procedures.
- Act on notifications / changes to individual circumstances ensuring all records accurate and up to date.