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Virgin Media O2 Engineer Visiting Vincent, A Telecare Customer 1

How Carecall is supporting customers through the Digital Switchover

18/10/2024

As the UK transitions from analogue landlines to Digital Voice services, ensuring that vulnerable individuals continue to receive seamless telecare has become a priority. Carecall, in partnership with Virgin Media O2 and TSA, is collaborating on a pioneering programme to support customers in Stockport through this critical change. The pilot programme is designed to ensure that people who rely on telecare services (such as personal alarms and emergency response devices) are prepared and reassured during this digital shift.

The trial began in July and focused on making sure that telecare services would continue to function effectively after the transition to digital landlines. For many participants, like Vincent and Joan, this pilot has not only ensured their equipment stays operational but has provided them with the peace of mind they need to live safely and independently.

Vincent’s story: reassurance in the Digital Age

Vincent, who is 85, has relied on his Carecall personal alarm to keep him safe. After losing mobility and becoming dependent on carers, his telecare equipment has been a lifeline—providing quick assistance during an emergency when he was unable to move. “I pressed the button on my bracelet, and Carecall came quickly to get me off the floor,” Vincent recalls. His personal alarm is more than just a device; it’s a reassurance that help is always close at hand.

When Virgin Media O2 and Carecall engineers visited Vincent’s home as part of the pilot programme, they worked together to ensure his telecare equipment would work seamlessly over the new digital line. "It’s good to know that my system is future-proof,” Vincent says. “Now, I feel safe and secure knowing it still works and could offer even more in the future."

Joan and Maurice: confidence through collaboration

For Joan and her husband Maurice, both in their eighties, the digital upgrade came at a crucial time. Maurice, who suffers from limited mobility due to a spinal injury, depends on his telecare alarm daily. When the switch to digital telecare was needed, Carecall and Virgin Media O2 worked hand-in-hand to ensure that both their landline and telecare systems transitioned smoothly.

“We had the engineer from Virgin Media O2 come in, and Carecall was right there alongside them,” Joan explains. “It gave us more confidence to know that both pieces of equipment were being updated together. Now we feel more reassured than ever that Maurice’s alarm will always work.”

The future of telecare

The success of this pilot trial has demonstrated that collaboration between telecare providers and digital service providers can create a seamless transition to the future of telecare. 96% of customers involved in the pilot successfully transitioned to digital telecare, proving that with the right support, no one needs to be left behind.

Eva Holt, Head of Independent Living at Carecall, remarked on the importance of the trial: "We are so proud to be part of this pioneering programme. It ensures that our customers can safely transition to the digital future without any interruption to their care."

This programme not only guarantees uninterrupted service but opens the door to innovative new technologies that can further enhance care. From predictive artificial intelligence that can detect changes in a person’s routine to more proactive and preventative care systems, the potential for digital telecare is immense.

As the UK continues to transition to Digital Voice services, Carecall and its partners are committed to ensuring that telecare users receive the care and support they need. This programme has been a testament to the power of collaboration and the importance of staying ahead of digital innovation.

If you want to learn more about the Stockport pilot and how similar trials can support your telecare service, visit www.carecall24.co.uk or contact the TSA for more details.