Telecare services explained

Telecare systems are designed to send a warning to a call centre or a carer if there's a problem or an emergency in the home – such as a fall, inactivity, fire, flood or gas leak.

By remotely monitoring a person’s activity and other factors in their home, this technology helps to keep them safe and independent. It also provides reassurance to family and friends who may not be able to call in as often as you might like.

Telecare devices can prevent a problem before it occurs, or send a timely alert if something does go wrong.

Here we explain the different types of telecare, how to get a system installed, pricing and much more.

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Types of telecare systems

From personal alarms that are operated by the individual, should they need to call for help, to sophisticated activity-monitoring systems that alert a call centre when sensors in the home detect potential problems, there’s a wide range of options that can be tailored to an individual’s needs. Many are especially valuable for people with dementia.

There are two main types of telecare system: those that are connected to a professional monitoring centre that is staffed 24/7, and smart systems that send alerts and updates directly to family members via an app. We look at the pros and cons of both.

Telecare with 24/7 monitoring

Telecare systems with 24/7 monitoring usually comprise a base unit and a range of sensors, which are placed around the home or worn by the person. The base unit is linked to a monitoring centre or carer via a mobile phone or internet connection. It’s sometimes referred to as a lifeline unit.

Setting up the base unit is usually straightforward; it just needs a power point close to the telephone socket. Sensors are then dotted at various points around the home by an installer, following a conversation with you and/or a family member to establish how best to configure the system to meet your lifestyle and needs.

The sensors can detect various kinds of activity in the home (movement, falls, temperature and so on) and send signals to the base unit. Information or alerts are then transmitted to a monitoring centre operated by the service provider, or directly to a relative or carer.

Depending on your needs, you can choose a system that sends alerts to a professionally staffed monitoring centre or directly to family, friends or a carer.

Pros:

• If you opt to connect your system to a call centre, these are staffed 24 hours a day, 365 days a year. The staff follow an agreed procedure to decide the best response in the circumstances, such as calling a nearby relative or neighbour, or alerting professional care staff or the emergency services.
• Alerts are usually sent via a landline, which is less prone to disruptions such as power cuts or broadband problems.
• The base unit often has the ability to provide two-way communication, so external contacts can speak directly with the person who is in trouble.

Cons:

• It does not provide family members or carers with ongoing information about their loved one’s activities.
• Call-centre monitoring can also be a more expensive option.

Smart home monitoring

Smart technology allows you to remotely control internet-connected devices around the home, and it’s increasingly also being used as a form of telecare. This enables families to monitor what’s happening in a loved one’s home using computer software or a smartphone app that receives signals from sensors in the home.

Smart devices, such as movement sensors and smart plugs, are connected to a base unit using a wi-fi signal. Alerts are sent directly to family, friends or a carer via a broadband or mobile phone connection. For example, you can receive updates about what time your loved one gets out of bed, when they leave or return to the house, or when they put the kettle on.

This type of telecare is sometimes referred to as ‘mHealth’ or ‘mobile health’. It is useful for monitoring activity in the home but may be less effective at quickly spotting and dealing with an emergency.

Pros:

• Activity around the home can be easily monitored on a smartphone or tablet by family, friends or carers.
• The technology can learn about your daily routine by identifying regular activities, such as what time you normally get up, go to the toilet or boil the kettle. This can be used to help manage care needs or detect potential problems.
• Some systems incorporate cameras to enable a relative or carer to see how you are doing, even if they live miles away. 
• Some systems do not require a landline or internet connection.
• It may be a more affordable option than 24-hour call-centre monitoring.

Cons:

• Some systems depend on a reliable wi-fi signal and broadband connection.
• Unlike a professionally monitored system, there won’t necessarily be someone on hand 24/7 to respond to an emergency. 

If you install a telecare device, it’s also a good idea to get a key safe fixed to the outside of your home, in case someone needs to enter the house in an emergency.  Make sure the key safe you purchase is police approved; it may be more expensive, but it’s likely to be more reliable. 

Also, remember that telecare systems are not fail-safe and correct maintenance of products, including checking the batteries regularly, is vital.

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Telecare features to look out for

It's essential that the telecare you choose is suited to your, or your loved one's, needs. Below are some key features to consider when shopping around:

• Bed or chair sensors Positioned over or under a mattress or on the seat of a chair, these can detect if someone moves or falls from their bed or chair, or fails to get out of bed.
• Door sensors These let you know when someone enters or leaves the home. An alert could be sent if this happens at an unexpected time of day, or if the front door is left open.
• Epileptic seizure alarm Detects the symptoms of a seizure.
• Fall detectors Send an alert if they sense a sudden jolt or downward movement. (Read more in our guide to personal alarms.) 
• Flood detectors Sensors in the kitchen or bathroom can spot if water is overflowing or a tap has been left on. They can send an alert or even turn off the water supply.
• GPS tracking device Keep track of someone when they are out and about. It can be attached to clothing, or even built into a pair of shoes. 
• Heat/temperature sensors By detecting extreme temperatures in the home, these can spot a fire hazard or avoid the risk of hypothermia.
• Incontinence sensor Provides a warning if a person urinates or vomits while in bed.
• Medication dispensers and reminders Help to remind someone to take their medicine, dispense the correct pills and keep track of what they’ve taken.
• Movement sensors Detect if someone falls out of bed or if they are immobile for too long.
• Smoke or gas detectors Like standard household alarms these emit a loud alarm if triggered, but can also be set up to transmit an alert to a monitoring centre.
• Wearable alarm pendants Pressing a button sends an alert to a monitoring centre or carer. (Read more in personal alarms.)

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How much does telecare cost?

If you're paying for the service yourself, you’ll usually encounter an initial setup cost followed by a monthly subscription fee to use the service. Costs vary enormously depending on the individual package.

Monitoring systems that provide information to family members via an online app start from around £10 per month (after setup costs), while a system with professional, round-the-clock monitoring may cost £80-£200 a month.

Make sure you work out the real costs in advance. Calculate how much it would cost to set up and operate for one year, two years and so on. Also find out if any extra charges could arise – maintenance costs, upgrades or replacing batteries, for example.

If you're registered disabled or have a chronic health condition, you can claim VAT exemption on a range of assistive technology products, which can save you a significant amount of money. Find out more about VAT reductions and exemptions for disabled people and people aged over 60. 

Can you get telecare for free?

When getting telecare, you'll most likely be expected to pay for initial installation of the system and a weekly or monthly monitoring fee. 

However, depending on your needs and financial position, you may qualify for free or discounted telecare if you access it through your local council. 

Age UK recommends getting in touch with your local adult social services department and asking for a free care needs assessment to explore this option further. Find your local authority using the gov.uk website to understand more about your local council and social services.

How to get telecare

If you need a specific care package, which might include telecare, it’s important to make an appointment with a specialist such as your GP or an occupational therapist (OT). You can also ask for a telecare assessment through the social services department of your local council, or talk through your options at a local Disabled Living Centre or Independent Living Centre – search online to find out if there are any such centres near you.

We also list the most popular personal alarms and telecare companies. 

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Do you need the internet for telecare?

Whether you need an internet connection to use your telecare system will depend on the type of set-up you've got.

Smart home systems will always need an internet connection, whereas 24/7 telecare monitoring systems may not always require wi-fi to work (although some do).