Laurie Orlov blogs about her visit to the Philips Lifeline HQ… listening to calls being received and dealt with at a call centre is indeed a moving experience that deepens anyone’s understanding of the need for such services. But this is also a piece with some interesting statistics: they take 8 million calls a year, only 3% of which (almost a quarter of a million) are actual emergencies. It would be interesting if any of the large UK telecare call centres would like to offer similar stats for comparison.
[However, with estimates that at least 50% of people who have pendant-type alarms do not have them within reach when they need them, we can add to the above statistic another quarter of a million people who were in trouble because they could not call for help. It really drives home the point that there is an urgent need to put in place (as standard) telecare systems that do not rely on the active participation of the person to trigger an alert. Steve]