SOUTHEND CARELINE ANNUAL REPORT

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1 SOUTHEND CARELINE ANNUAL REPORT Meet some of the CareLine Team Southend Careline TSA accredited Southend Careline offers reassurance and peace of mind to our service users their family and friends by providing a fast reliable way to receive help quickly in an emergency, 24hrs a day 365 days of the year. Careline received the TSA Accreditation for its services to residents.

2 Achievements in South Essex Homes are always reviewing technology to improve services. Southend Careline recently underwent an upgrade to the Careline Control alarm system to ensure we continue to deliver the very best to our clients. August 2015 we attended our Annual Community Event which was held at Priory Park Southend on Sea and proved a great success. This gave an opportunity for service users and service providers to come together and highlights the services available for residents within Southend. How we measure performance TSA is the regulating body for community alarm monitoring centres and Southend Careline works within the TSA code of Practice. Our plan for excellence captures the essence of the business and important actions from the local service plan. We agreed a set of KPIs (key performance indicators) and we can tell if there any areas we need to focus more on. These key indicators are set out in: Plan for Excellence Key Performance indicators Our Budget Every year Southend Borough Council allocate a sum of Southend Careline Always helpful when I test my unit Monies to us to manage the service and we decide how to Spend this in our budget forecast.

3 Percentage March 16 Objectives for Southend Careline has a service plan which sets out objectives for this includes working with relevant focus groups and residents to improve customer satisfaction. Call Response Times Southend Careline Key Performance Targets Southend Careline has performance targets to achieve these are monitored regularly to ensure the quality of service provided to you our customer is of the highest standard. Southend Careline answered in excess of 141,386 alarm calls from April 15- March 16. TSA Code of Practice sets targets for answering alarm calls at 97.5 % calls to be answered within 60 seconds and 99% calls to be answered within 180 seconds The Chart below shows CARELINES response times Call handling- Response times % 99.00% 98.00% 97.00% 96.00% 60 seconds 95.00% 180 seconds 94.00% TSA target- 60 secs 93.00% 92.00% Month

4 Installations Careline Alarm Units The TSA Code of Practice sets targets for installation of dispersed alarm equipment 90% of Urgent installations within2 working days and the 10% remaining completed within 5 working days 90% Non Urgent installations within 15 working days and remaining 10% within 20 working days Southend Careline installed 321units from May 2015-March 2016 Careline exceeded TSA Targets For 2015/2016 Southend Careline responds to an enquiry about an installation of a dispersed alarm the same day the enquiry is received. All appointment are arrange at a time convenient to the prospective client

5 Fault Repair or Replacement The service engineer aims to attend site to investigate a faulty alarm system with 48hrs of a fault being reported. The chart shows the percentage of faults we resolved each month and how quickly the faulty unit was repaired or replaced. Timescale of Faults Repaired % 95% 90% 85% 80% May Jun Jul AUG Sep Oct Nov Dec Jan Feb Mar April Critical Faults Repaired Within 48hrs Non Critical Faults Repaired Within 10 Days TSA Code of Practice sets targets for responding to faults: 90% of critical faults (alarm unit not working) should be repaired or replaced within 48hrs We Achieved %... the remaining 10% should be resolved within 96hours. 90% of non-critical faults (broken neck-cord) should be resolved within 11 working days We achieved...100%... the remaining 10% should be resolved in 16 days

6 Emergency Callouts Southend Careline provides an emergency response callout service to people living in Southend- On- Sea Borough Council Sheltered Housing. The chart shows the response times achieved by the Careline Services 120% Emergency Callout Visits % 80% 60% 40% 20% 0% May June July Aug Sept Oct Nov Dec Jan Feb Mar Apr 0-45 mins mins >60 mins Target 90% 0-45 mins TSA code of practice sets specific targets for response officers to respond to emergency callouts: Following the decision to send a Careline Services Assistant to attend an emergency, the visit should be achieved within 45 minutes on 90% of occasions. The remaining 10% of visits should be achieved within 60 minutes.

7 Monitoring- Customer feedback /resident involvement. Southend Careline records and monitors all comments, compliments and complaints provided by our service users. This helps us to improve the service we provide to you all. Just one example of compliments Carry on MAGIC received:- Our Customer satisfaction survey is one method we use to obtain feedback on installations, repairs and call monitoring. 101% Customer Satisfaction Feedback May 15 - April % 99% 98% 97% 96% 95% 94% 93% 92% 91% Call answering speed Kept informed Courtesy and helpfulness Overall service provided Value for money

8 Getting in touch with us If you have any questions or would like some further information on any of our services please contact by telephone: Free phone number or direct dial number Or visit our new web site at