The Telecare Service handled over 636,000 incoming calls this year, 343,289 of them to notify data, 200,156 for specialist follow-up and 93,197 to request help. As a result of the calls, resources were mobilised on nearly 100,000 occasions, mainly to refer people to services such as the 061 phone service, medical and health support services or to call out the fire brigade.

Besides the calls handled, the service made over 302,000 outbound calls as part of different telephone campaigns.

The Telecare Participation Council was set up last year, with users, relatives, the Advisory Council for the Elderly, the Telecare Service itself and the City Council going into further details on how to foster well-being and active ageing among users of the service.

An information campaign was also conducted among the over-75s who do not use the service, to provide them with information on how it works and how to apply to use it.

Well-accepted by users

The user satisfaction survey confirms how well the service is rated, with users giving it an average score of 9.4 points out of 10. Some 94.9% of those surveyed believe the service adapts to their needs and point to the good care received, the friendliness of staff handling calls etc.

In terms of how useful the service is, those surveyed stated that they feel safer and better supported if an emergency occurs, that it gives them greater peace of mind and that it enables them to continue living at home independently.