Telecare: what is telecare?

What is telecare?

Telecare systems are designed to send a warning to a call centre or a carer if there is 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, the 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 they would like. 

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

From personal alarms that are operated by the individual if 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.

1. Systems that are connected to a professional monitoring centre that is staffed 24/7.
2. Smart systems that send alerts and updates directly to family members via an app.

We look at the pros and cons of both types of system in this article.

How telecare can help to keep you safe

Telecare systems can use various sensors, alarms and other gadgets that have a wide range of practical applications.

The following is a list of features that can be included as part of a telecare system. When choosing telecare products, focus on the features that will be genuinely useful and ignore anything that you don’t really need. Aim to customise the system so that it fits well with your own or your loved one’s needs.

Telecare features

• Bed or chair sensors: positioned over or under a mattress or on the seat of a chair, they can detect if someone moves or falls from their bed or chair, or fails to get out of bed.
• Door sensors: let you know when someone leaves or enters the home. An alert could be sent if this is 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 devices: keep track of someone when they are out and about. They can be attached to clothing or even built into a pair of shoes. 
• Heat/temperature sensors: by detecting extreme temperatures in the home, they 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.)

Telecare with 24/7 monitoring

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

Setting up the base unit is usually straightforward and it just needs a power point close to the telephone socket. Sensors are then installed at various points in 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 and cons of 24/7 monitoring

PROS:

• The primary advantage is that a call centre is staffed 24 hours a day, 365 days a year.
• Call centre staff follow an agreed procedure to decide on the best response in the circumstances. This could be to call a nearby relative or neighbour or, where appropriate, to alert professional care staff or the emergency services.
• Alerts are usually sent via a landline, which is less prone to disruptions due to power cuts or broadband problems.
• The base unit often has the ability to provide two-way communication, so staff 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 then 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.

Some popular providers include:

• Canary Care uses sensors around the home to log activity – for example, how often a person uses the kitchen or gets up at night. It can alert family members to problems. Visitors, such as paid home carers, can use swipe cards when arriving and leaving.
• Howz was developed in partnership with EDF Energy. It tracks people’s routines and sends alerts if problems are detected.
• Just Checking is aimed at people with dementia living in their own home. Movement and door sensors are placed around the home and transmit information to a central hub. Family members or carers can access information online and receive alerts about specific problems or events. 

All of these systems include a dedicated smartphone or tablet app that gives family members or carers ongoing updates about what’s happening in their loved one’s home. 

Read more about how smart home technology enables you to remotely control central heating, lighting, security systems and more in the home.

Pros of smart home monitoring

• 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 your 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 an internet connection.
• It may be a more affordable option than 24-hour call-centre monitoring.

Cons of smart home monitoring

• 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.

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 an occupational therapist (OT). You can ask for a telecare assessment through your local council’s social services department. 

Local councils may provide telecare services as part of a care plan or they may give guidance on what type of service would work best for you. Depending on your circumstances, there may be a charge for a council-supplied service, or it could be free. Start the process by asking for a free needs assessment. 

Find your local authority - Use the gov.uk website to find your local council and social services.

You could also talk to an expert about your telecare options at a local Disabled Living Centre or Independent Living Centre – search online to find out if there are any centres near you.

There’s a list at the end of this page of some of the main personal alarms and telecare companies.

How much does telecare cost? 

If you are 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 can start from around £10 per month (after setup costs), while a system with professional, round-the-clock monitoring may cost from £80 to £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 a 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 on Gov.uk.

Personal alarms and telecare companies

Below are some of the main personal alarm and telecare companies in the UK.

Appello: provides a personal alarm service with 24-hour monitoring, as well as accessories like smoke alarms and key safes.

Careline365: an alarm service with 24-hour monitoring that uses mobile technology rather than a landline, and includes pendant alarms and fall sensors.

Helpline: a 24/7 monitored response service, which provides single and double personal alarm buttons and a GPS tracker.

IndeMe: offers a personal alarm service with 24-hour monitoring, with additional options including falls alarms and smoke alarms. The service is supported by Tunstall Healthcare Ltd.

Lifeline24: a monitored alarm service with pendant and wrist alarm buttons, with an optional falls alarm.

Personal Alarm Watch: a personal alarm service that uses a discreet smartwatch design, with 24/7 monitoring and two-way emergency calls.

SureSafe: a personal alarm that offers a choice of a 24/7 monitored package or a version that send alerts directly to family and friends. Products include the ‘Go Anywhere’ personal alarm that isn’t dependent on a landline.

Taking Care: a 24-hour monitoring alarm service, which also offers fall alarms and GPS monitoring services. PPP is the provider for the Age UK personal alarm service. It is also the first telecare company to become a Which Trusted Trader Approved Service.

Telecare24: monthly and annual plans for pendant alarm, fall alarm or Buddi GPS tracker packages.

Telecare Choice: monthly and annual plans for pendant and wrist alarms, plus an alarm that uses mobile technology rather than a landline.