People
Thanks to our dedicated team, we can provide a more personal approach. This means that over the course of time Residents and Managers are more likely to hear a familiar voice and build repour.
About Careline Support
Careline Support Ltd are an award-winning monitoring service supported by over 20 years of experience in the retirement sector. We offer emergency assistance that empowers residents to lead a safe and independent retirement whilst providing a trusted and personal service.
Our team of specialist Operators are on hand 24/7, 365 days a year and will respond to all calls from your development when your Manager is unavailable or offsite. We pride ourselves on our personal approach and provide high levels of customer service. As an accredited monitoring centre, our calls are answered in line with the strict TSA response times and on average we answer calls in under 10 seconds.
We believe no one should be alone in an emergency.
Why choose us?
- TSA accreditation
- Industry leading response times
- Highly recommended
- Highly experienced
Your Residents’ needs are important to us and we strive to give them an excellent end to end service. We believe these key ingredients make us different.
People, Price, Peace of Mind
Price
We understand that price is very important, although we feel quality of service is paramount. We will work with you to find a price that works for your Residents and us. Service automatically includes…
- Fully managed transfer
- Relevant training and induction for Managers
- Communication with Residents
Peace of Mind
As a group we have over 20 years of experience within the retirement sector. We know what works and you can be reassured that our valued services and processes will support your needs.
Single Best Record
Our Customers use the SBR system to ensure accuracy in data. It enables quick and easy access to information without requiring sending an email or make any phone calls. Managers and Area Managers use the products to proactively run their sites and to make sure up to date information is available to our Careline Support Operators when they are helping for residents. SBR allows Managers to view data such as the calls received from the site whilst the Manager is unavailable or to update data such as Resident details, scheme contacts or access codes for emergency use.
Supporting Managers
- Our Operators are trained to clearly communicate with Managers to arrange appropriate help where required.
- We will ensure Managers have the relevant information to handle emergency situations onsite where possible.
- We will clearly communicate with Managers in various forms to ensure they are aware of processes.
Supporting Residents
- Our Operators are trained to clearly communicate with Residents to arrange appropriate help in their emergency situations.
- We will talk through each action taken and ensure Residents feel as
reassured as possible during their time of need.
- We conduct welfare calls every 30 minutes following an emergency until someone is onsite to support.
FAQs
The UK’s telecommunications providers are currently transitioning their telephone services from analogue to digital networks. Most are aiming to complete the switchover by 2025.
Digital systems and technology are the future of effective telecare service.
Digital technology reduces the risk of failure and promotes reliability in speed. This in mind, our Careline uses a cloud-based call handling platform that is already able to handle digital calls- ensuring complete peace of mind for organisations with digital equipment.
Careline Support Operators communicate effectively with Development Managers by
phone and email.
Any incident handled by Careline Support offsite will be communicated to Managers via
voicemail and if not available, email.
We can also provide detailed breakdowns of calls handled off-site by our team on
request.
Our 24-hour phone number will be provided to Managers, Residents, and contacts to call to retrieve updates during any ongoing emergency.
Our Operators will ask questions to establish the nature of help required and, if necessary, will contact the listed contacts or the emergency services. We pride ourselves on our communication with all parties during an emergency and will always attempt to update the relevant persons on what help has been arranged.
We will conduct 30-minute welfare checks on Residents when an ambulance has been arranged to ensure we are aware of the most recent circumstances, and we can update the help if required. Only until a contact or the emergency services arrive on scene do we stop conducting these welfare checks, providing peace of mind for the Residents.
We support Residents with emergency maintenance issues that are unable to wait until the next working day. We will hold a list of named contractors provided to us and will assist the resident in sourcing assistance. All actions taken by Careline will be communicated to Development Managers who can also check the call details on Single Best Record (SBR).
