Technical assistance services
Published
Description
Wrexham County Borough Council is seeking to appoint a provider of Telecare services for their county-wide service and an “Out of Hours” call monitoring service for a number of Council departments. An external delivery partner (TSA Accredited) currently delivers the service and the current contract is due for renewal from 1.12.2018. Wrexham County Borough Council wishes to work with a service provider who can deliver a comprehensive Telecare service, to a growing number of Telecare service users and provide the other call handling functions. Telecare service. The key aim of the Telecare service is to support individuals, using technology, to enhance their safety, independence, health and quality of life and enable to live as independently as possible. The Telecare service is a flexible customer focused service of the highest quality and value, supporting customer choice and individual need. The successful organisation shall ensure the delivery of a quality Telecare service, working consistently to set standards and timescales. The service includes receiving referrals, service user profiling, installation, removal, maintenance and repair of equipment, stock management, and call monitoring. We are seeking to work in partnership with an organisation that is innovative and creative in finding solutions to meet our service users’ needs by utilising a wide range of Telecare technologies. The Telecare service is demand led and it is essential that the organisation is able to work with a flexible and responsive approach to deliver a bespoke service. Telecare packages are offered on 2 levels: A Standard Package to anyone who is vulnerable and would benefit from the service. It includes an alarm unit, personal trigger, smoke detector, heat extremes detector, inactivity monitor and a bogus caller button. Enhanced Packages are assessed through health or social care assessment and include a broad range of Telecare equipment to meet a higher level of need. Packages are highly individualised in some cases, including bespoke Individual protocols to enable effective Telecare provision to service users with complex needs. A key safe is installed as part of all Telecare packages to enable access in the event of a Telecare activation requiring on site response. Wrexham County Borough Council have a mobile response service which is delivered by an in-house team (not included in this tender) and the Telecare Provider will work closely with this team to deliver a seamless service. Currently Wrexham County Borough Council provides a Telecare services to 3 500+ service users with approximately 2 300 basic packages and 1 200 enhanced The service is growing and it is expected that these numbers will increase year on year. Approximate installation numbers are: — 300 enhanced packages — 300 basic packages — 300 upgrades from basic to enhanced or upgrades to enhanced packages. Out of Hours (Non-Telecare) call monitoring. The Service Provider will monitor calls for various Council Departments/Services outside of standard opening hours. These calls may be received for any department including Housing Repairs, Drainage, Highways. In addition to general out of hours call handling there a number of specific non Telecare elements within the contract: EDT: The Service Provider will act as the backup call handler for the Social Care North East Wales Emergency Duty Team (NEWEDT). NEWEDT handles emergency out of hours calls for Social Care Services in Wrexham, Flintshire and Denbighshire. There are approximately 8 000 of these calls per annum. Carers Card: This service provides a “Carers Card” to informal Carers (e.g. family or friend) to enable alternative care to be arranged in the event of an emergency affecting the carer The service provider will hold carer card details and individual protocols facilitate an appropriate response. Approximately 800 Carers are currently registered. Key Safe Code Management: In addition to key safes details held for Telecare Service users, the service provider will hold secure records of key safes and codes for those fitted to properties where a Telecare package is not in place. These are, in the main, provided for domiciliary care provision. The service provider will work with the Council to implement a procedure for sharing key safe codes with authorised domiciliary care providers and other authorised services/ personnel. The contract will run for 5 years with the option to extend it for a further 2 years in yearly increments, subject to review.
Timeline
Award date
6 years ago
Publish date
6 years ago
Buyer information
Wrexham County Borough Council
- Contact:
- Julia Curtis
- Email:
- julia.curtis@wrexham.gov.uk
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