Telecare is a service that helps to support people to live independently. Telecare devices enable people to call for assistance when they have a problem. Some equipment can generate automatic alerts in the event of particular issues arising such as a person has a fall. Telecare provides a way for people to signal for help if they are in need in their homes. Anyone can use it, including older adults, disabled and vulnerable people. You may have heard of them being called 'Careline', ‘Care Alarm’ or 'Lifeline' systems.

A standard telecare alarm package usually comes with a base unit. This either plugs into your telephone line or connects to the internet. It also comes with a call button, which you can wear as a pendant around the neck, wrist strap, and sometime includes falls detectors worn on the wrist and sensor matts.

The call button is the part used call for help when needed or some equipment can generate automatic alerts in the event of particular issues arising such as a fall. When activated the call will be picked up by a response centre. The response centre will assess the situation and make a decision about the help is needed. This might be to call an emergency contact such as a family member or friend, call a service listed on the persons record or might be to calls emergency services.

In some areas, the Telecare Responder service provides 24/7 assistance and home visits to check on clients' wellbeing. While this service is not currently available in Shropshire, we are seeking your feedback through the survey to determine if it would be beneficial. Additionally, our supplier is responsible for the installation, repair, and maintenance of alarms and related equipment.

We commission several non-statutory services (services which the council is not obliged to provide) which can be used to meet a person's eligible needs, examples include: Telecare. In some cases, this service is used as part of a person’s Support Plan to meet their eligible care needs; however, there are currently examples of people with no eligible needs receiving these services who are not being charged.

Shropshire Council would like you to have your say on a proposal to start charging for the telecare service. The current financial context for local councils means we are exploring ways in which to recover some of the costs associated with running telecare services. The proposal outlined within this survey (and in full within the supporting information) outlines the following:

The proposal is to ensure the following principles are applied consistently to non-statutory services:
  • If a person receives a non-statutory service to meet their eligible needs, this would form part of their overall support Plan and financial assessment.
  • If the council chooses to provide a non-statutory service to a person who doesn't have eligible needs or their eligibility has not been established, the council will charge the actual cost of that service.
This new approach should provide clarity on when people should be charged for using these services.
Charging proposals
  • A commitment to continuing to fund the service for people who are care eligible (i.e. have a social care package) following assessment. Those entitled to after-care services provided under Section 117 of the Mental Health Act will not pay for telecare.
  • Charges for people with lower-level needs or who require telecare as a preventative measure.
  • Where charges are made for telecare the rate proposed is £3.45 a week. This charge would apply to both existing and new users of telecare.
  • A one-off start up fee of £35 for new users of the service.
  • A free 6 week trial for those new users who receive a reablement package (in line with legislation).
Other proposals
  • The charge would be the same no matter how little or often the alarm system is triggered.
  • All Telecare equipment remains the property of the Council.
  • The charge will be reviewed annually when the Council sets its budget, fees and charges.
Please complete the survey to share your views on these proposals.