Telecare Testimonials

TSA Telecare Code of Practice Testimonial

Name of Organisation

Name of Organisation

Name of Organisation

Name of Organisation

Name of Organisation

Name of Organisation

Name of Organisation
Peaks & Plains Housing Trust

Date of Accreditation
We became members of the TSA in 2003 and in February 2005 received accreditation for Control Centre Operations and Dispersed Alarm Operations.
February 2006 then included Mobile Response.
As the code has changed we have achieved accreditation year on year to include Service tailoring.
February 2011 we received the TSA Platinum member status and European code.

Why did you embark on the process of Accreditation?
We initially embarked on the process as we believed we were delivering an excellent service.  The accreditation process was a way in which we could benchmark our efforts against others and to ensure we were delivering services to the standards we thought.

Working towards accreditation for the first time also made us look at how we were delivering and helped create and foster a culture of continuous improvement.

Achieving accreditation would, we thought, support us on the route to achieving new customers and contracts as it was nationally recognised and enabled us to inform customers of our impartial, independently audited service. 

Accreditation effectively demonstrates how the quality of our service is measured by external professionals and how it relates to other providers across the UK and we felt (and still feel) this was important.

What benefits have your service and customers gained from achieving Accreditation?
Achieving the accreditations we have since the first accreditation in 2005 has created an internal pressure to ensure we maintain the highest standards on an ongoing basis. 

This healthy pressure has ensured that our customers enjoy a service that is in a constant state of evolvement and where our knowledge of the technologies and applications enables us to engage with complex service users and niche care providers.

By remaining focussed on delivering to the highest standards has resulted in a customer base that, not only values the work we do with and for them, but also, has huge confidence in the staff who are there to support them in times of real need.

What would you say to encourage non-accredited TSA Members to consider Accreditation?
The journey to accreditation is actually quite a simple process when you have mapped out your route.

The most efficient and effective way to achieve the code is to have the support and buy-in of your team.  We found that by involving everyone and sharing knowledge we had the majority of the codes requirements in place already.  The fact they were not formalised in a process or policy was a simple hurdle to overcome.  A hurdle that the TSA supported us in overcoming.

By adopting an inclusive approach to accreditation there is a tremendous shared satisfaction when, following the inevitably nerve-wracking audit process, you are notified of your success.
 
The accreditation effectively demonstrates a relevant, industry related quality mark which, in our opinion, makes Platinum Membership & the European code equally as valuable as our ISO 9001:2008 Accreditation.

Any Other Comments?
The cost of the audit and membership to the TSA may be considerably high for some organisations. 

Exhibition prices are expensive and poor value for money when compared with larger events such as CiH, Community Care Live etc.

Would it not be more appropriate to take a significant stand at these events and ask members if they want to be part of the showcase?  Offering places to Platinum Members first before Standard Members.

Having experienced a number of audits, there has been a lack of consistency in terms of auditors requirements, expectations and interpretations of their role and the information they need.  A clearly defined, transparent process with definitions and minimum requirements would provide clarity and the opportunity to challenge by both parties.

Completed by
Dianne Hutter - Contact Number - 01625 553421

Name of organisation
Service 24, part of ASRA Housing Group (formerly LHA-ASRA)

Date of Accreditation
October 2009

Why did you embark on the process of Accreditation?
To adopt set procedures and guidelines in line with industry standards and be part of an organisation focused on quality services.

Also to provide service users, their families and carers a quality service they can rely on.

What benefits have your service and customers gained from achieving Accreditation?
Adopting the code has enabled us to demonstrate the strength of our service through monitoring performance and adopting standards. This has given us the confidence to tender for new business, knowing we meet set criteria.

Achievement of the code recognises the high quality service, and provides reassurance for customers.

What would you say to encourage non-accredited TSA Members to consider Accreditation?
TSA has done so much for this industry by increasing its profile and giving the service professional standing and recognition in line with the medical and caring professions. TSA provides training to keep organisations up-to-date with new developments and the annual conference provides a host of facilities including high profile speakers, workshops and networking opportunities.

Accreditation to the Code will elevate a centre’s position to ‘elite’.

Any Other Comments?
Being part of TSA offers the opportunity to become involve

Completed by
Sandra Houghton - Contact Number - 0116 257 6805

Name of Organisation
Renfrewshire Council

Why did you embark on the process of Accreditation?
The accreditation process is specific to the provision of community alarms and telecare services and as such is a means for our managers to ensure the high standards and inspection processes that are applied to other care at home services through the National Care Standards are equalled.  

What benefits have your service and customers gained from achieving Accreditation?
Service users and their carers have confidence that there are robust processes and procedures in place that will protect them, ensure that customer service is the priority for the provision and that staff and managers understand and can measure the quality of their service.  For staff, achieving accreditation to the Code of Practice is a great motivator. It is a clear sign their practice meets the requirements of the Code. The independence of the scrutiny of the service allows them to be as confident as service users and carers that the quality of service they provide is of the highest standard.

What would you say to encourage non-accredited TSA Members to consider Accreditation?
Accreditation for Renfrewshire means we are open to being independently evaluated and assured that we have fully considered what is required to safeguard service users and staff.  I would urge non accredited members to look at the checklist and seriously consider if they are meeting the standards set within the Code. If they are then achieving accreditation is a way to publicise their high standards to customers. 
I would also encourage service providers to think about Self Directed Support and the choices available to service users.  Accreditation to the Code of Practice gives a clear indication to service users, carers and commissioners that a service which is independently assessed and is meeting the standards is also providing the best quality support to individuals. 

Completed by
Lorna Muir - Contact Number - 0141 846 4969