To supply you with a safe and reliable service Carecall247 will:

  • Record your personal information and support needs; including details of your professional contacts (e.g. doctors, care agencies), nominated responders willing to be contacted by us in an emergency and any disabilities or illness you have. The provision of this information is compulsory but you may wish to provide us with additional information on a voluntary basis. Carecall247 will also undertake a health and safety risk assessment for both yourself and Carecall247’s staff whilst visiting your home. This information will be shared with other health and social care providers only on a need to know basis and in the best interests of the customer. On installation your permission to share information will be requested, if you do not agree we would respect your wishes.
  • When dealing with an emergency situation, routine visit, or answering an alarm call Carecall247 will take your expressed wishes into account. However, in the following circumstances Carecall47 would override a customer’s wish. If a customer was:
    • Not able to make rational decisions and as a result placed themselves in danger;
    • Presenting threatening behaviour which could lead to abuse or harm of other vulnerable adults or members of the public or Carecall247’s staff;
    • Making threats of suicide or demonstrating suicidal behaviour;
    • Self-harming;
    • Self-neglecting;
    • The subject of any form of abuse both physical or mental;
    • In a life threatening situation or at risk of health deterioration in the opinion of the Controller.
  • Under the Protection of Vulnerable Adults Act 2000, we have a duty to make a referral or notify relevant agencies of any vulnerable adult who Carecall247 consider is at risk of abuse.
  • Please be aware that all Carecall247 staff have a Disclosure & Barring Service check which is updated every three years and work to strict security and health and safety policies. However, if you have any concerns over these matters please contact the Carecall247 Service Manager on 0300 303 2682.
  • Where medical emergencies occur, i.e. profuse bleeding, suspected stroke, suspected heart attack or any other serious/life threatening situation, Carecall247 will advise you of our wish to contact others on your behalf. If you disagree, in order to ensure that Carecall247 are able to demonstrate responsible and dutiful action, we will request that you sign a disclaimer if on-site at the time.
  • Supply and install the alarm equipment and determine its operational range within your home and garden.
  • Monitor and answer your alarm equipment 24 hours a day, 7 days a week within the standards set by the TSA.
  • On notification or identification of faults we will endeavour to repair, or where appropriate replace, your alarm equipment within 24 hours (if urgent) or 5 working days for less urgent faults.
  • If Carecall247 removes the equipment from your home for maintenance or repair, we will endeavour to supply replacement equipment which is of the same design and feature. However, this cannot be guaranteed.
  • If you activate your alarm and the operator does not receive a response from you, they Carecall247 will try to contact you on the telephone, however, if there is no reply then your nominated relative/responders will be asked to attend. If responders are not available Carecall247 will send a Mobile Co-ordinator to your home (if you pay for a response service) as quickly as possible (note: Carecall247’s average response time is 45 minutes but this can be longer on a busy day).
  • If Carecall247 have made every effort to gain access to your property and have reason to believe that you require emergency assistance we will contact the Police to gain forced entry to your property. Carecall247 will also ask for the attendance or guidance of any other relevant emergency services.
  • If Carecall247 receives no response while attempting to gain access on a planned visit we will make every reasonable endeavour to ascertain your wellbeing and if Carecall247 have reason to believe you require emergency assistance we will contact Police to gain entry to your property.
  • In order to gain your views on Carecall247’s service, we may undertake a number of customer/service user satisfaction surveys throughout the year. Details of these surveys can be made available on request.
  • Carecall247 will give you a copy of the Contract once you have signed it.