Spotlight on services… Care on Call

Who are you?Care on call_compressed

Salford Care on Call is the ‘in-house’ mobile warden service, based at the Humphrey Booth Resource Centre, in Swinton. We have about 40 staff, a few office-based in our control centre and most who are mobile wardens, operating across the city.

Where do you work and who do you support?

We have about 3,000 customers who range from 18 to over 100 years old. They include people with physical and learning disabilities, people with mental health issues and older people. They live across the city in all different tenancies and types of housing – owner occupiers, private renters, sheltered housing schemes. What unites them is that need a little extra support to maintain their independence.

What do you do?

Each of our customers is given an alarm unit with a pendant. When they press the pendant or alarm unit button it comes straight to our control centre, based in Swinton. Our staff take the call and deal with the situation. Our response ranges from reassurance, calling family or friends or calling the emergency services. We are unique in the area in that we also have mobile teams who are key holders and can go out and help. For example, our staff are trained and have specialist equipment to help people who have fallen get back on their feet. This stops them needing an ambulance callout and a trip to A&E.

We also offer weekly social visits to customers, checking in on them and having a chat. This is a really important aspect of the service as it reduces social isolation and helps our older customers remain in their own homes.

We also offer a range of telecare equipment that works with the basic alarm and pendant. These are electronic sensors that can let our control centre know if there’s a problem. For example, if a smoke alarm goes off in the home, we can check on the person to find out if it’s a false alarm or an emergency. Medication prompters/pill dispensers can reduce the amount of care that a person needs in their home and we can check that it’s working. It’s often the little things that help people get through the day.

We work with services like rapid response, district nurses, out of hours social workers and community assets

How will the ICO benefit you, your colleagues and your patients/service users?

As one organisation, we can develop our priorities and goals together and have access to the same systems, because at the end of the day, the customer has got to be at the centre of our service and that can only benefit all of us. Care on Call can help hospital-based staff understand more about people in the community: what they want and what helps them stay in the community and out of hospital. That can only improve things for the customer and help to keep them safe in their own home.