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Andalusian Telecare Service (in Spanish Servicio Andaluz de Teleasistencia; SAT)

Summary

Description

Operational Information

Evaluation

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Summary

The Andalusian Telecare Service (in Spanish Servicio Andaluz de Teleasistencia; SAT) is an initiative sponsored by the Regional Ministry for Equality and Social Welfare of the Andalusian Government. It is a personal monitoring system, based on new technologies, to immediately support in any case of needs (information, help in case of emergency situation, or just for conversations), loneliness and isolation of its target users, mainly older dependent people and people with disabilities and indirectly informal and formal carers.

The calls are received by one of the two SAT Headquarters and the person requiring attention is identified. The first headquarter is in Seville and is active since 2002; the second one in the Parque Tecnológico de Andalucía, in Malaga and was inaugurated in 2006.

The service is funded by both public funding (Regional Ministry for Equality and Social Welfare of the Andalusian Government) and private funding (users pay out of pocket). The service is promoted by the local authorities that collaborated in such development as well as in the research and activities concerning new useful technologies.

To have access to the service the home telephone line and a home device (which consists of a console or fixed terminal and a remote control or wireless device) are needed. The service has not been evaluated till now.

 

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

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Andalusian Telecare Service (in Spanish Servicio Andaluz de Teleasistencia; SAT)
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Spain
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2002
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The aim of the project is to provide an ICT based innovative service to improve the care of elderly people and other frail users at home, streamlining the provision of public services and reducing costs of care sector.

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The service wants to contribute to increase users' autonomy and independence; to help them living in their own environment; to offer an immediate assistance in case of emergency; to support informal carers looking after them.

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Yes Care Recipients
Yes Informal carers
Yes Paid assistants
Yes Formal carers

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The service's targets are:

A) Dependent people who have been recognized as possible beneficiaries of Telecare Service in their Attention Individual Program, that is a tailored care pathway, designed by the health local authority. They can be any age and, depending on the grade of dependency and their abilities, the service is rendered to their carer;

B) People older than 65 years old, holders of the "Sixty-Five Andalucía Junta Card" (Gold or Silver; a personal and free document that the Andalusian Regional Government has brought into circulation to allow people aged over 65 to access a pool of services and facilities;

C) Disabled people with more than 65% of disability, aged between 16 and 65, in situations of dependency and residents n Andalusia.

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

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The available services are:

  • direct and personal attention in any kind of need, 24 hours a day, all year around;

  • immediate response in emergency situations;

  • calls to relatives and whoever the user requests in situations of necessity;

  • post emergency situations monitoring;

  • conversation and company in situations of loneliness;

  • information about the benefits and other services offered by the Andalusian Social Affairs System;

  • regular contact with the users to offer them information of interest and monitoring their state;

  • reminders of specific activities, such as appointments with the doctor and doses of medicine;

  • free installation and maintenance of Telecare devices.

 

These services support independent living, provide information, help in case of emergency, loneliness and isolation and reduct the informal carers’ burden.

The technical features of the device allow the users to establish verbal contact from any room in their home. Pressing any of the two buttons (either the one on the fixed terminal or the wireless one), the reception of the call in the SAT headquarter identifies the person requiring attention.

Furthermore, within the SAT initiative there are also other projects: "Home observation program" and "Social Volunteering" professionals have responsibilities also within those.

The first one is a project for home care for SAT users' to monitor and visit them. So some professionals are coordinators of the "Home Observation Program" in each province of the Andalusian Region visiting the users to update and fill in the personal information files, to clarify any question about the device and its functioning, to observe and communicate any situation of social isolation, and to inform on any issue in which users can be interested in, etc. The "Social Volunteering" project relieves the users’ loneliness in particular of those with limited social networks. So professionals have to increase the quality of life of those people in high risk of social exclusion, improving their social relations and favouring their stay in their home environment.

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The Andalusian Telecare Service is based on a home device: a console or fixed terminal, usually installed beside the user's telephone, and a remote control or wireless device, like a pendant or a bracelet, that is water proof, allowing the user to take a shower or a bath with it and being completely safe.

The system works via telephone line, so it is a required to have a home telephone line.

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

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Both public and private
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Public service funding: Government, Regional, Local Authorities, non-profit public entities
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Regional Ministry for Equality and Social Welfare of the Andalusian Government.

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Other: please specify
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Private out of pocket: users pay the service by themselves.

Non-profit funding: charity, non-profit organisation FASS (Andalusian Foundation for Social Services).

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The service provider is not a company but a non-profit organisation. However the service has a price:

Trading practices:

Currently, the price is 18 euros each month, however, according to the existing discounts the price list is as follows:

Free Service (100% discount):

- Holders of the Sixty-Five Andalusian Government Gold Card, who live alone, or live with another/other Sixty-Five Andalusian Government Gold Card holder/s.

- Holders of the Sixty-Five Andalusian Government Silver Card, older than 80 and living alone.

- People in situations of dependency, older than 80, regardless the financial situation.

Moreover:

- People in situations of dependency, younger than 80, with a financial situation lower than the 75% of IPREM (an income indicator: Public Indicator of Income of multiple effects): 3,60€/month

- Holders of the Sixty-Five Andalusian Government Gold Card, who live with another person who has not the Sixty-Five Andalusian Government Gold Card and partially disabled people: 10,80€/month.

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Analysis of the available material does not show particular problems in the development and adoption of the initiative.

The initiative is a permanent service of the Andalusian Government, fully integrated in the local public system of welfare, and is therefore sustainable and will be reproduced over time in that Region. Further developments are possible as the SAT initiative is a structural and permanent service of the Andalusian Government and therefore sustainable, also in terms of future funding (public funding and co-payments of some users; see point on funding).
The Andalusian Telecare Service is also under continuous update, using the latest innovations in technologies, through research projects, and incorporating additional services.

Regarding the sustainability plan it focuses on continuously strengthen the activity of research and development of new technologies to better meet the care needs of the older (and/or disabled) people, on achieving further efficiency and cost containment for the public care system and finally, on developing new international partnerships, including the extension and improvement of ICT based activities. The results seem anyway encouraging and the taken direction the right one.

The "customer satisfaction” activities are a tool to check the service sustainability. They highlighted a high appreciation of the users in several dimensions: access to the service; time between its application and the device installation; satisfaction with the technical service; frequency of contacts between the users and SAT, in solving requests and demands; and with the Andalusian Telecare Service.

So the chances to increase target users, co-payments and funding are good.

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Not available

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Yes Authorities
No Private Care Sector
Yes Health and Social Care Systems
No Third Sector
No Private Companies

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Not available

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The service’s project manager is the Andalusian Foundation for Social Services(FASS) a non-profit organisation That supports the initiative in administrative and managements’ aspects.
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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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In addition to their care activities, professionals have also to evaluate and monitor activities of the initiative. The assessment, carried out with both quantitative and qualitative methods, continuously improves the quality of services and user satisfaction by means of "customer satisfaction” surveys.

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Volunteers are involved as mentors in the "Social Volunteering" project aiming at strengthening social networks around old people in order to alleviate their loneliness.

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1,001 - 5,000
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The service promotes itself by the local authorities that were engaged in the development of the project organization and in research and development activities applied to the realization of technologies useful for its implementation

The Andalusian Telecare Service creates synergies with other regions, constituting networks of cooperation, promoting activities, management of the knowledge and experiences of good practices, at a regional and national level, as well as at the European one. Following this line, the Andalusian Foundation of Social Services was working on promotion projects, to investigate and improve the social services provided, and the integration of the same ones in other interrelated sectors and services.

A flyer of the initiative was available on the website at http://www.juntadeandalucia.es/agenciadeserviciossocialesydependencia/es/programas/sat2/documentosinteressat/wfprogramitem_view_pub

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

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A survey carried out on "customer satisfaction ", by service care staff, has highlighted a high appreciation of the users in several dimensions: access to the service; time between the service application and the device installation; general satisfaction with the technical service; frequency of contacts between the users and SAT; satisfaction in solving requests and demands; general satisfaction with the Andalusian Telecare Service. These results refer to a customer satisfaction survey study, carried out by the company- and thus it cannot be regarded as independent- but the full report is not available (Schmidt et al., 2011).

Despite the service has helped people in finding answers to some care related questions, there is no evaluation of the effects of the service on the end users’ quality of life.

 

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Strengths:

  1. The Andalusian Telecare Service is equipped with an advanced technological infrastructure, making the provision possible with the required guarantees of safety, timeliness and effectiveness.

  2. The Andalusian Telecare Service holds the mark of a Service certificated by AENOR, according to the rule UNE 158401 of Services to Promote the Personal Autonomy. Provision of Telecare Service.At the same time, it holds the certification of its Integrated System of management of quality and environment, according to: ISO 9001 Quality Management Systems and ISO 14001 Environmental Management Systems.

  3. In the first edition of the Information Society Prizes, the SAT was awarded with the Prize for “The Best Initiative to Improve the Citizens' Quality of Live”. Moreover, one of its research projects, the TeleADM (Advanced, Domotic and Multimedia Telecare) was awarded for the Citizens Prize in 2007. This prize is given by the Digital Terrestrial Television and the Association of Digital Radio and Television Organizations (AERTEDI), as acknowledgment of its aim and impact on people in situations of dependency.

  4. In addition, it was chosen as an example and model of Good Practices by PEOPLE, a European Project, in the area of “New Technologies for Health and Dependency”.

  5. Service’s activities are always monitored and evaluated internally. A customer satisfaction survey showed that the initiative is very appreciated in terms of access to the service; time between the service application and the device installation; general satisfaction with the technical service; frequency of contacts between the users and SAT; satisfaction in solving requests and demands; general satisfaction with the Andalusian Telecare Service.

  6. The growing number of users is an indicator of the quality and appreciation of the initiative.

  7. To continuously improve the Service, and according to its quality strategy, the SAT published its List of Services (available on SAT website, to inform the citizens about its services, users' rights, quality commitments, and used monitoring indicators. This List passed in the Order of May 18th, 2006 of the Andalusian Regional Ministry for Equality and Social Welfare (BOJA number 111, June 12th, 2006 – Official Bulletin of Andalusian Regional Government, no. 111, of June 12th, 2006).

Weaknesses:

  1. The lack of impact assessment.

  2. The updating of this case-study has been not possible, due the lack of response by service coordinators.

Opportunities:

  1. To further strengthen the initiative there is need to improve the quality of SAT services and develop the integration between local social services and health services.

Challenges:

  1. The service should continue to work without interruption, with all the necessary guarantees of security, which ensure the provision continuously, in every moment and under any circumstance, as it is considered a service of maximum importance amongst the ones of the Andalusian Government and its importance is the highest one appointed to a service.

  2. The activity of research and development of new technologies should be continuously strengthened to better meet the care needs of the older (and/or disabled) people, and to achieve further results in terms of efficiency and cost containment for the public care system.

  3. Develop international partnerships including the extension and improvement of ICT based activities is necessary in order to meet the care needs of the older (and disabled/dependent) people.

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Project and its technologies may be easily transferred and implemented in other national and/or international territories, but it depends on choices, strategies and policies adopted by Governments. Further planned developments for increasing initiative scalability and transferability are based on tests of improvements and in the Telecare Service, with prototypes and applications to check its future potential, with other projects (such as We Care, CVN, Florence or Soprano), together with technological agents and research entities. Other projects involving the SAT stakeholders are "CommonWell" and "Independent", which look for working on new methods of research and piloting to investigate social services and health care. The aim is to improve the efficiency, safety and resources management.

The service contacts also national policy makers to invest on similar projects, providing funding and promoting such initiatives in other Spanish Regions.

More Information
includes contacts, publications and accompanying documents

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Resources:

Andalusian Telecare service, http://www.juntadeandalucia.es/fundaciondeserviciossociales/en/canales_en/C_SAT_en/wfchannel_view_pub

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, available at

http://is.jrc.ec.europa.eu/pages/EAP/eInclusion/documents/CARICTD2.3Mappingof52initiatives.pdf

 

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Address:

Agencia de Servicios sociales y Dependencia de Andalucia Servicios Centrales

Avda. Hytasa, 10. 1ª y 2ª Planta
Edificio Tigesa.
41006 SEVILLA


Telephone: 0034 955 921 600
Fax: 0034 955 921 673

E-mail: jose.vargas.casas@juntadeandalucia.es

SAT Phone number: 0034 902 50 65 65