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Emergency Response LTD.

Summary

Description

Operational Information

Evaluation

More Info

Summary

Established in 1994 Emergency Response Ltd is Ireland's largest dedicated social monitoring alarm centre, providing telecare solutions that support independent living to 35,000 customers throughout Ireland (referring to 2010), the majority of whom are older people.
In 2001 the service was acquired by the Tunstall Group who has operations in 30 Countries
The telecare equipment provided targets specifically at people with dementia, who have a tendency to suffer falls, who have disabilities, who suffer epilepsy, learning disabilities and sensory impairments.
The service is funded out of pocket: the monitoring fee is the annual charge that customers are billed for the 24-7 monitoring service that is provided by Emergency Response Ltd. New customers benefit from a reduced fee of 50 euro for their first year and this reverts to 66 euro for year 2 and subsequent years. Customers can avail of this reduced monitoring fee regardless of the number of telecare sensors they have.
Emergency response has a dedicated helpline for carers to call and receive advice and information on products purchased from the company. Web support also includes a FAQ section and a feedback form. There are also online guides available for all the equipment, which can be posted in paper form, too.
The customers level of satisfaction is very high, because the devices are installed efficiently and in a timely manner and they feel safer.
Emergency Response carried out a customer satisfaction survey through case-studies and Michael Curran, Director of Services, Louth County Council reported:
“Customers rated the level of satisfaction with Emergency Response Limited’s monitoring centre staff and service as very high. Overall the respondents’ level of confidence has increased. The secret to the success of the telecare project was getting the project organised and installed efficiently and in a timely manner. The results speak for themselves. An impressive 100% of respondents felt safer in their own homes after the telecare systems were installed and all continue to live independently. Mr X who participated in the project said “I have gained great confidence from this service which has made myhealth improve. This project greatly enhanced the quality of life of older persons. It has been included in the Drogheda Joint Policing Plan with a view to expanding it to a wider population of older residents. I would have no hesitation in recommending Emergency Response Limited. To date feedback has been very positive.” (Schmidt A. et al., 2011)

The service positively affects the quality of life of impaired persons and their carers, who can stay at work maintaining peace of mind; the whole labour market and the NHS because the initiative prevents from accidents and reduces the hospitalizations number.
It involves different organizations belonging to Public, Private and Third Sector and their professionals.

 

Description
refers to the target users, kind of service provided, ICTs typologies and devices used

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Emergency Response LTD.
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Ireland
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01-04-1994
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The main aim of the service is helping old people suffering from dementia and other disease living safely in their own homes and independently as long as possible, monitoring vital parameters, falls and any kind of dangers that can occurs in home environment.

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In 2001 they were acquired by the Tunstall Group who has operations in 30 countries. They also develop and deliver new and cutting edge solutions which can be tailored to meet the needs of our customers in the community, residential care and primary care areas.

The company aims at bringing innovative changes to the marketplace to help people live more fulfilled independent lives. Monitoring centre operators have an advanced systems (PNC4) which provides a monitoring centre solution that allows centres to share the responsibility of handling calls, without additional hardware.

They are committed to continually improve the effectiveness of quality management system through regular audits, system reviews, and monitoring of all key performance indicators, including quality objectives and compliance with ISO 9001:2000, and ongoing assessment of the customers' needs, expectations and satisfaction levels.

Drogheda Borough Council in conjunction with Louth County Council worked with Emergency Response Limited to address the home safety needs of older people while also addressing their fears and stress of living in the area.

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Yes Care Recipients
Yes Informal carers
Yes Paid assistants
No Formal carers

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Not available

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Yes Independent Living
Yes Information and learning for carers
Yes Personal Support and Social Integration for carer
No Care coordination

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The initiative provides services for helping old and disabled people living independently and more safely, using an equipment for monitoring users activities and safety. Devices trigger when a danger is founded and alarm the monitoring centre through the lifeline unit.

In this way, the service helps also informal carers, because they know that their relatives are under control and can be alert if something bad happens.

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The service works through a large number of devices: falls, smoke and flood detector, but also, Enuresis detector and Epilepsy sensor. Some of these devices are described follow, for other detailed information please click on http://www.emergencyresponse.ie/literature/home_care_information.htm.

  1. Care Assist: the Care Assist is a portable telecare alarm allowing old person to be monitored internally by a carer or family member helping for instant response to an individual needs. The Care Assist does not require the connection unit and is therefore not monitored by Emergency response. Products that work with the Care Assist range from the basic pendant to the Bed Occupancy Sensor. The Care Assist is worn on the waist and will vibrate or sound when an alert is raised.

  2. DDA Wrist WPager The DDA pager solutions immediately alert telecare users or their in home carers when a telecare alarm is generated. They are particularly useful for telecare users with hearing impairments or for live in carers or family members who need to be notified quickly if the person they are caring for needs help
  3. The Vega Indoor/Outdoor System: it is a sort of wristwatch, Geo Positioning via the Assisted-GPS and helping locate the wearer if required. It is waterproof and shock-resistant with battery life of up to five days.
  4. The bed occupancy sensors consists of a bed pressure pad: its sensor raises an alert when the user get out of the bed and not return by a certain time or when the user does not wake up by a certain time in the morning.

Operational Information
refers to the type of funding, budget, sustainability and organisations involved

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Private only
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Other: please specify
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Not applicable

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Private out of pocket: users pay the service by themselves
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Not available

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Emergency Response Ltd is a provider of personal, home and workplace monitoring solutions. They are committed to achieving excellence in customer satisfaction by providing customers with cost-effective, flexible and high quality products and services, on a 24-hour basis.

Tunstall Emergency Response Ltd’s philosophy is to protect, support and care for people - by providing healthcare technology and services that enable anyone in a situation requiring support and reassurance, such as older people or those with long-term needs, to lead an independent life.

The core mission of Tunstall Emergency Response Ltd is to be the market leader in the Irish market and the people's choice for telecare systems. Through research and development their aim is to deliver quality telecare solutions to successfully provide health, well-being and independence to customers.

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It annually deals with 300,000 calls and its response time is 99.2% answered within 30 seconds. Each client has a list of contacts on file, any medical conditions they have and emergency services listed relevant to them.

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€ More than 500,000
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Not available

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Yes Authorities
Yes Private Care Sector
Yes Health and Social Care Systems
Yes Third Sector
Yes Private Companies

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Not available

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Community and voluntary organizations collaborate with Emergency Response LTD for giving extra support to old people with dementia and their carers.
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No Informal Carers
Yes Health Professionals
Yes Social Care Professionals
No Privately-Hired Care Assistants (inc. Migrant Care Workers)
Yes Volunteers

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Not available

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Emergency Response has built a relationship with a large number of community and voluntary organizations. It is partnered with 35 Irish healthcare, voluntary and community organizations. Some of them are the Alzheimer Society of Ireland, The Carers Association- There to Care, CoAction-Empower-Support-Care and Cheshire Irland.

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10,001 - 50,000
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35.000 users

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The main tool for initiative promotion is the Web-site, but it is present also on radio frequencies and TV through interviews.

Evaluation
refers to the impact of the service on end-users, care organisations and authorities

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The service provides benefit on the quality of life of the end-users:

- Informal carers: the service reconciles care and work, improves their social life and health.

- Paid assistants: the service improves their social life and health.

- Elderly people: the service improves their health and social relationships. The service address the home safety needs of older people while also addressing their fears and stress of living in the area (Schmidt et al., 2011).

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Benefits of this service on:

- Private organisations that provide care: the service helps to save costs and optimize resources

- Companies and labour market: the service helps the informal carer to reconcile paid work and caring tasks. Indeed the service avoids added costs for replacing the worker who has to stay at home with the care recipient as this last one is more confident and independent.

Telecare is an assistive technology which plays a pivotal role in providing support systems in people's homes. The systems can monitor the person's activities and safety whilst providing reassurance through effective communication with the monitoring centre through the lifeline unit (Schmidt et al., 2011).

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Benefits of this service on public authorities, NHS and social care services: the service helps to save the costs of home caring and hospitalisation, and it is effective in training informal carers and qualifying formal carers. In this way it helps to optimise financial and human resources (Schmidt et al., 2011).

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Strengths:

  1. New customers benefit from a reduced fee of 50 euro for their first year and this reverts to 66 euro for year 2 and subsequent years. Customers can avail of this reduced monitoring fee regardless of the number of telecare sensors they have.
  2. There are dedicated helplines for carers to call and receive advice and information on products purchased from the company. Web support also includes a FAQ section and a feedback form. There are also online guides available for all the equipment, which can be posted in paper form, too.
  3. Case studies are available on the website which detail the impact of telecare in certain areas, such as local authorities in Ireland.
  4. The initiative is fully integrated in the National Care System e.g. the company is the Irish leader telecare equipment supplier Tunstall, and is thus tied into Tunstall’s long term plans on a global scale.
  5. Different types of devices have been thought for different recipients: individuals living at home and their informal carers, but also health care professionals, Nursing/Sheltered Homes, Community Groups, Hospitals and Crime prevention Groups.
  6. The initiative is well integrated in the Social Community through collaborations with Third Sector and Voluntary
  7. The service is well organised, provides tailored products, its cost is accessible and is appreciated from its customers.

Weaknesses:

  1. There is a lack of clear publications on customer satisfaction and other Survey Reports on the website, considering that the organization states to be “major investor in research and development to meet changing needs”.
  2. The website does not works well and some links are unreadable at the moment.

Opportunities :

  1. The project is evaluated to have greatly enhanced the quality of life of older persons by who? It has been included in the Drogheda Joint Policing Plan with a view to expanding it to a wider population of older residents. Users would have no hesitation in recommending Emergency Response Limited.
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Emergency Response Ltd's specialist workforce was initially born to helping over 35,000 eldely in their own homes, sheltered housing developments and workplaces throughout the 26 counties in Ireland. Furthermore it was acquired by the Tunstall Group who has operations in 30 countries thus increasing its scalability. Future initiative on scalability and transferability intend to expand the service to a wider older population but there is no more detailed information on strategies.

More Information
includes contacts, publications and accompanying documents

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Schmidt A., Chiatti C., Fry G., Hanson E., Magnusson L,. Socci M, Stückler A., Széman Z., Barbabella F., Hoffmann F. & Lamura G. (2011), Analysis and Mapping of 52 ICT based Initiatives for Caregivers, http://is.jrc.ec.europa.eu/pages/EAP/eInclusion/carers.html

 

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Contacts

Emergency Response Ltd
Ryland Road, Bunclody, Enniscorthy, Co. Wexford

Sales Department
Tel. 00353 1850 247 999
Fax. 00353 053 93 75029
Email sales@emergencyresponse.ie

Faults & Services Department
Tel. 00353 1850 23 23 24 (Option 3)
Email faults@emergencyresponse.ie

Accounts Department
Tel. 00353 1850 23 23 24 (Option 2)
Fax.00353 053 93 76633
Email accounts@emergencyresponse.ie

Monitoring Centre
Tel.00353 1850 23 23 24 (Option 4)
Fax.00353 053 93 76943
Email monitoring@emergencyresponse.ie

Calling From Abroad (outside of Ireland)
Tel. 00353 (0)53 9376400