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Call Monitoring proving to be a big success

Jonathan Bruce

The use of Electronic Call Monitoring to oversee care visits in the community has gained a much higher profile in the last few days with the CQC’s recent report into domiciliary care agencies in the UK. Although the use of such systems has tended to accompany local authority contracts, where there are large numbers of visits carried out, Prestige Nursing + Care has gone one step further and is using this technology for all its care in the community, whether privately or local-authority funded.

Electronic Call Monitoring uses tried and trusted technology to monitor call visits and is particularly effective at alerting a local branch when a care worker has failed to turn up on time for whatever reason. Using either an 0800 number or a secure barcode that can be scanned by a smartphone, care workers log in when they arrive at a call and log out when they finish, thereby creating an electronic timesheet which also allows for more accurate and timely processing. Already in place within 7 of Prestige Nursing + Care’s 40 branches, the system is being rolled out to the remainder of the network during 2013. Jonathan Bruce, Managing Director of Prestige Nursing + Care, sees ECM as a vital step forward. “Much of the debate around Call Monitoring centres on some local authorities using it to enforce per-minute billing. However, we see it as an essential tool to ensure that our care workers and nurses arrive on time and stay for the allotted period, whilst we can also alert our clients if they are running late.

Donna Foley, Branch Manager at the company’s Sutton branch, has recently started using the technology to do just this. “We have found at the Sutton Branch, following the implementation of call monitoring, that we have an additional resource to monitor the services we provide to all our clients and also to look at ways of continually improving our service.”
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