BC Invicta Telecare Basted House Harrison Road Borough Green Sevenoaks Kent TN15 8PB T: 01732 781996 E:
[email protected] www.invictatelecare.co.uk Photos by fergusburnett.com
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Annual Review 2010 - 2011
Welcome from Wendy Turner, Director of Invicta Telecare We continue to offer a whole host of solutions, from Telecare monitoring, telephone support services, lone worker, telephone surveys and home protection services. We are working with customers to review other add on support services we can provide to help maximise budgets in challenging times. Once again it has been a year filled with change and challenges for Invicta Telecare. In the current climate of local authority cuts and with a growing ageing population we know that telecare is an appealing solution to the serious financial pressures many people and organisations are experiencing. We passionately believe telecare is the future and offers a cost effective and valuable alternative to traditional methods of care. We have plans to expand the business significantly in the next twelve months so that more people are able to benefit from our services and remain living independently at home for as long as they wish.
We welcome the installation of our new telecare monitoring system in the Autumn, together with our new website and brand identity. We are excited by the enormous benefits it will bring to us, and our customers. I would like to take this opportunity to thank our customers and our amazing team for their support and loyalty to our business. We look forward to working in partnership with all of you in the coming year.
Wendy Turner
Our highlights We’ve had some great highlights this year that we’re proud of.
Invicta – first in the UK to achieve European Standard We became the first organisation in the UK to achieve the European Standard in Social Alarm Monitoring services, and only the second to achieve it in the modules for Response and Installation, through the Telecare Services Association (TSA). In recognition Invicta collected the European Technical Specification Award at the TSA prestigious annual National Telecare and Telehealth Conference held in London.
procurement partner for all UK public services and is part of the Efficiency and Reform Group within the Cabinet Office. It saves customers time, money and effort by providing access to trusted, compliant, and sustainable procurement solutions, which deliver measurable savings, value for money and peace of mind. This is not only good news for Invicta but also for our customers.
We feel joining forces in this way will strengthen our position and put us in good stead for the future and any challenges we may face. We look forward to working more closely with other parts of the Group, sharing good practice and enhancing our services.
Circle Living – a good move Buying solutions – saving customers time and money We have been awarded a framework agreement for Telecare Services by Buying Solutions (now known as the Government Procurement Service). This is the national
In January Invicta joined Circle Living – the commercial arm within the Circle Group. Although this move does not change anything for our customers and the way we provide our service, it does give us the opportunity to draw upon Circle Living’s considerable commercial expertise.
Every minute of every day
Looking ahead Ready for the future
the opportunity to build a more comprehensive custom made service package.
The demand for enhanced alarm technology has never been greater. Reliable, flexible and state of the art equipment is crucial for the increasing opportunities of telecare and telehealth. To continue to offer our customers a first class service, we are upgrading our telecare monitoring system to a more flexible, efficient and agile service in partnership with Novalarm.
The new equipment also offers the option of extending our services and we are currently exploring partnership approaches to the provision of telehealth services, linking expertise within the health sector with our own experience. This is something we will share with customers as the solutions evolve, if you would like to discuss your needs in this area, please get in touch.
We have invested heavily in the new open platform system, UMO, in direct response to what our customers told us they wanted from our service in the future. The system includes features that were high on the list of customer priorities including comprehensive reporting options, access to customer data and personalised services. UMO’s performance in all these areas is outstanding.
Our targets for next year:
Another advantage of UMO is that it is compatible with an enormous range of equipment and allows connection from many different suppliers. This will open up the market and widen the choice available to customers, providing
Next year we aim to achieve:
98%
Customers satisfied with social alarm/ Telecare service
98.5% Social alarm/Telecare
calls answered within 60 seconds
100% 95%
Social alarm calls answered in three minutes Complaints resolved at first stage (quarterly)
Protecting customer’s data
So much more on line
To guarantee customers data is completely protected and stored in an advanced and robust system we have become one of the first in the industry to hold the information at an external site.
This Autumn we are launching a new website designed to make navigation easier and with a fresh look and feel. The next stage is to introduce a shopping cart so customers can buy a wide range of telecare products on line and choose the best equipment and manufacturer to suit their personal needs.
The site has sophisticated security systems and is impenetrable from external access. Another separate site will run alongside it which will keep the service running uninterrupted should a disaster strike. Changes for the better This year we have also introduced a new management structure which gives us a more robust framework for the planned expansion of the business and to ensure we continue to offer exceptional services. New Heads of Services and a tier of managers have been created to support and drive the business forward, and ensure we have the right people in the right place.
In November and December Britain experienced the worst snow for over a 100 years causing chaos across the country. Airports shut down, trains stopped and offices and motorways were closed. This caused an upsurge in calls above and beyond any expectation, on one particular Saturday in early December we received over 5000 out of hours calls in comparison to an average of 1000 calls on a normal busy winter weekend shift. * see call response times below
Our corporate customers told us they wanted to be able to have instant access to their response times and calls activity when they needed it. Our vision is to introduce this service on our website as part of the ongong development in the future.
Call response times Telecare
Month
Less than 60 seconds
Less than 180 seconds
Calls activity – calls handled each month
Out of hours Less than 90%
Target
98.5%
100%
90%
Month
Social Alarm and Telecare
Out of hours
April 2010
97.38%
99.34%
82.96%
April 2010
102,351
8891
May 2010
98.72%
99.41%
88.70%
May 2010
98,559
9611
June 2010
98.68%
99.52%
90.85%
June 2010
109,520
8243
July 2010
98.58%
99.44%
92.69%
July 2010
109,201
8223
Aug 2010
97.86%
99.03%
87.46%
Aug 2010
113.282
9136
Sept 2010
97.96%
99.15%
84.48%
Sept 2010
113,282
8072
Oct 2010
98.05%
99.06%
76.98%
Oct 2010
110,278
9403
Nov 2010
99.07%
99.90%
73.07% *
Nov 2010
110,948
9891
Dec 2010
93.72%
98.15%
57.11% *
Dec 2010
112,442
16659
Jan 2011
99.24%
99.95%
88.75%
Jan 2011
106,401
10318
Feb 2011
99.21%
99.93%
88.77%
Feb 2011
101,430
8129
March 2011
98.98%
99.85%
90.45%
March 2011
103,426
8924
Winning partnerships
Case study
While its no secret that life expectancy is growing at an astonishing rate, it’s certainly creating big issues for us as a society. Loss of independence is what many people fear the most. Councils face the unenviable challenge of providing care and support to a rapidly expanding ageing population at a time when funding cuts hit home.
“The Guinness Partnership is pleased to be working with Invicta Telecare in providing this essential service to our more vulnerable customers living in our sheltered and supported housing. We are confident that Invicta Telecare will provide an excellent, attentive and customer-focused service.” Robert Mills, Director of Care and Support Services, Guinness Care and Support
Many organisations recognise Telecare as a vital tool of the future, and are seizing the opportunity to work in partnership with us. Reduced support costs coupled with an excellent customer service makes it an attractive alternative to traditional methods of care.
The Guinness Partnership The Guinness Partnership awarded Invicta an exciting new national contract at the beginning of the year to provide an alarm monitoring service to 5,360 of its residents living in its Southern schemes. They closely monitored the successful transfer and the quality of customer service we provided to residents. We feel this was a key factor in deciding to award a second contract to transfer a further 1500 residents living in the remaining schemes in the North. Helping more Circle residents to live independently Many of our Group partners have successfully transferred their Telecare services to Invicta. The latest to make the move were Merton Priory, Mercian, and Mole Valley. This means 3,415 of Circle’s residents now receive an alarm monitoring service from Invicta to help them live independently and almost 42,000 have their repairs and emergency calls handled out of hours.
Quick thinking Telecare operator saves man’s life Quick thinking Emma Boyd’s actions saved a man trapped in a serious fire and won her praise from the fire crews who rescued him. Alerted by a call triggered by a smoke detector and getting no response from the resident Emma heard the television was on loudly in the background. She decided that the man was at home and took immediate action. Ringing the Fire Service she gave details about the property and how to gain access via the key safe. This saved vital time and meant they didn’t have to force entry. She also passed on important information about the man which is held on a secure system at Invicta and rang the man’s neighbour and carer. Crews wearing breathing apparatus rushed to the scene arriving in time to rescue the man after finding him trapped inside his home by a serious fire. He was given oxygen therapy at the scene before being taken to hospital by paramedics.
Stuart Albon, Kent Fire and Rescue Service’s Risk Reduction Manager for West Group, said: “The fact that he suffered only minor injuries was due to the rapid response of our fire crews only made possible by Emma’s help on the night and her professional handling of the alarm call.”
The Fire Investigation Officer who attended the incident said “The Telecare monitoring system and the fire call from them to our control was excellent and definitely saved this man’s life.”
“The Telecare monitoring system and the fire call from them to our control was excellent and definitely saved this man’s life.”
What you say Customer satisfaction with our services Month
Social Alarm and Telecare
Out of hours
Target
98%
90%
April 2010
100%
95%
May 2010
100%
98.3%
June 2010
99.1%
96.4%
July 2010
100%
96.5%
Aug 2010
100%
95.5%
Sept 2010
100%
93.8%
Oct 2010
100%
95.5%
Nov 2010
100%
96.2%
Dec 2010
96%
96%
Jan 2011
99.7%
93.8%
Feb 2011
97.5%
March 2011
97.7%
22949
01/03/2002
27406
01/03/2003
35200
01/03/2004
45000
01/03/2005
47300
01/03/2006
54200
31/03/2007
68500
31/03/2008
83400
31/03/2009
95000
31/03/2010
94000
31/03/2011
94000
Over the past year we have achieved: Service Quality
Speed of Response
Staff Helpful
Good Value
Installation
89%
100%
100%
100%
93.9%
Monitoring
99.14%
98.75%
99.59%
98.26%
95.3%
Response
100%
100%
100%
100%
Social alarm and Telecare connections 01/03/2001
Satisfaction surveys are sent to five percent of our Telecare client’s each working day. We ask for feedback on: • Quality of service • Speed of response • Helpfulness of staff • Value for money
Installation During the year we carried out 100% of all urgent installations within the target two days and 100% of all non urgent within the target five days. Repairs We achieved 100% of all critical repairs each month except September 2010 when we achieved 95.23%, which is still within the TSA target.
Listening to you Getting involved – helping us to shape our service Involving customers is a high priority for us and we continuously seek their views to help us make the right decisions about the services we provide. Our Customer Champion group make recommendations and give feedback on our products and the way we deliver our service. Two of our customers act as Portfolio Holders and represent us at RASP – our parent company Circle’s Resident Service Users Panel – and help influence the policy making of the Group. What you told us We asked around 2,700 customers who pay for the alarm service themselves to take part in a survey to tell us how we were doing, and had a terrific response. Over 1,000 customers replied and gave outstanding praise and feedback about the service Invicta Telecare provides - with over 99.9% saying that they thought Invicta’s Lifeline Advisors were courteous and friendly.
Individual telecare for life
Here is just some of the great feedback we received: • 9 9.9% said Invicta were courteous and friendly • 9 0% said they were kept well informed about our services • 8 7% said the service is good value for money • 8 6% said they were happy with the service they received when they pushed their pendant, only six said they weren’t You said, we did One Customer Champion told us that she liked the idea of having one of the Telecare team ringing regularly to check that everything is OK. We have since launched our Friendship Check service to check on customers well-being and included it in a Telecare package. A sheltered scheme was experiencing problems with the door entry procedures and asked us to investigate. We discovered that the instructions they had given us were ambiguous and were being interpreted in different ways by our operators. We re-wrote the procedures and tested them thoroughly to ensure they were understood.
Customer feedback April 09 – March 10 We always want to learn from complaints and take immediate action to resolve any issues. Out of a total of 1,207,513 community alarm service calls logged we received 540 (0.04%) complaints of which 353 (0.02%) were upheld or partially upheld. Out of a total of 115,500 out of hours calls logged we received 263 (0.2%) complaints of which 136 (0.01%) were upheld or partially upheld.
Income and expenditure 2011 Expenditure
Income Monitoring charges Resales Support
3,646,417 422,866 1,425,956
Salaries and charges Equipment Overhead
3,407,226 460,163 1,409,466
Total
5,495,239
Total
5,276,855
Invicta Telecare Board Directors resigned in January ‘11 Sheila Farmer (Chair) Mike Davis Charles Gadd Mary Turner Michael Webber Robert Burgin
Thanks a million
Ownership of Invicta has passed to Circle Living as part of a restructuring of the Group’s commercial entities. The governance and performance monitoring of Invicta is now carried out by the Circle Living Board (listed below). Jane Gurney-Read (Chair) Richard Perkins Barry Wilding Tom Dobrashian Malcolm Bore Nigel Rule Amanda Leonard
Auditors KPMG LLP Solicitors Trowers & Hamlins Registered Office Circle House 1-3 Highbury Station Road London N1 1SE
