Nottingham On Call's Year of Achievements
Published: Friday, 19 July 2024
Empowering Independence: Nottingham On Call's Year of Achievements
At Nottingham On Call, our mission is to empower older adults to live independently in their homes for as long as possible. We're proud to share our achievements from the past year, showcasing our dedication to providing exceptional service and support to our customers.
Supporting 11,000 Customers Across Regions
We are delighted to support 11,000 customers in Nottingham and the surrounding local authority areas, and even further afield in cities like Manchester through service contracts. Each customer represents a success story of independence and safety, and we are honoured to be a trusted partner in their lives.
Handling 430,000 Alarm Calls with Precision
During 2023/24, our team efficiently managed 430,000 alarm calls. Among these, 9,000 were critical calls that required immediate attention. We are proud to report that 99% of these critical calls were answered within our 60-second target, and every single one was addressed within three minutes. Our prompt responses ensured timely assistance, leading to 5,200 ambulance calls, 590 fire brigade calls, and 470 police calls to help our customers when they needed it the most.
Swift Emergency Visits and Repairs
Our commitment to safety extends beyond answering calls. In 2023/24, we completed 1,800 emergency home visits, for example when alerts were raised but no response was received. Impressively, all these visits were made within our 45-minute target time, providing peace of mind to our customers and their families. Additionally, our team conducted 820 equipment repairs within the 24-hour target time, ensuring that our customers' devices are always in optimal working condition.
Successful New Referrals and Installations
We welcomed 2,000 new referrals into our service this past year, leading to over 1,800 successful installations—a 90% success rate. Most installations were completed within 10 to 15 working days, facilitating nearly 300 hospital discharges. Our efficient installation process helps reduce hospital stays, easing the burden on the NHS and allows individuals to return to the comfort of their homes sooner.
Advancing Digital Transformation
As we progress towards the January 2027 digital transformation deadline, we have made significant strides. Currently, 55% of our existing customers have transitioned to digital alarms. (Those that don't need a phone line), and 95% of new customers now have a digital alarm installed. This transformation enhances the reliability and efficiency of our services, ensuring that we remain at the forefront of technological advancements in telecare.
Exceptional Customer Satisfaction
Customer satisfaction is at the heart of everything we do. In 2023/24, we received nearly 400 customer satisfaction surveys, resulting in an impressive average score of 4.5 out of 5, with 5 being "Very Satisfied." This high level of satisfaction is a testament to the hard work and dedication of our team, who strive to provide the best possible service every day.
Maintaining Excellence with TSA Accreditation
In September 2023, Nottingham On Call underwent an independent audit to retain our accreditation to the Telecare Services Association (TSA) Code of Practice. We are proud to announce that we successfully retained this accreditation, recognising the achievements of our staff and the excellent service we provide. This accreditation reaffirms our commitment to working to the highest standards in the industry.
Looking Ahead
As we reflect on the past year, we are inspired by the positive impact we have made on the lives of our customers. Nottingham On Call will continue to innovate, improve, and expand our services to ensure that more older adults can enjoy the independence and security they deserve. We are excited about the future and remain dedicated to making a difference, one call at a time.
Thank you for your continued support and trust in Nottingham On Call. Together, we are making a lasting impact on the lives of many, empowering them to live independently and safely in their homes.