Bon Accord Care Maintain Accreditation for Telecare Service


Bon Accord Care are delighted to announce we have maintained accreditation from Quality Standards Framework (QSF) for our telecare service. This follows the completion of a recent annual review audit and certification by the independent organisation, TEC Quality.

Telecare is a range of technology used in the home, allowing someone to live independently, safely and with confidence. The equipment is available for anyone of any age and acts to reassure your family and other carers that you can call for help as and when required. 

The Quality Standards Framework was developed as an independent audit and certification programme for the Technology Enabled Care Industry.  TEC Quality runs and further develops these standards to audit against. The scope of the audit related to the 10 common standards and the assessment and installation of TEC service delivery module of the QSF and involved discussions with service users, senior management, staff and key partners. 

Bon Accord Care is the only organisation in the north east, and one of only a few in Scotland, to hold this award. QSF certification is forward thinking and helps to further build robust services, reduce risk, improve service user outcomes, and demonstrate a commitment to continuous quality improvement. 

To allow this progressive service to move in tandem with the pace of digital change, our accredited telecare team continually research and trial various pieces of new technology and examine how they can bring equipment together to meet the needs of our service users.  The new wave of digital technology, balanced with the need for sometimes more basic telecare equipment, brings many opportunities to enable independence and positively impact the wellbeing of the people we support.

The report highlights reorganisation that was considered necessary to cope with Covid-19, thus ensuring services are maintained and procedures are implemented, while minimising the risk of spreading the virus.  Some of our staff have been supporting service users from home via telephone.  We’ve limited the time installation staff are at base and ensured installers are calling service users to assess Covid-19 risks prior to attendance.  Further to this, a backlog folder was created to ensure those who want to delay installations or arrange uplifts and maintenance visits will be catered for as soon as they feel safe.

It also commended the hard work that has gone into supporting our staff during the pandemic, emphasising calls from our wellbeing team, frequent team meetings via digital software, one to one calls, daily briefings and regular input from the managing director. The auditor was particularly impressed that KPIs for installation and evaluation of the telecare service had been continuously met over the last year.

In the report, the auditor stated, “Overall, the Bon Accord Care Telecare Service demonstrates that it is well managed, has staff who are well-trained and competent in their roles, has the service user at the heart of their decision-making and has developed appropriate plans in order to continue to provide their service during the Corona Virus Pandemic.”  To receive this accreditation is a great achievement and is recognition of all the hard work of the telecare team in making a positive impact upon service users’ lives.

Liz Watt, Manager of Community Equipment and Telecare Service, said: “This is a great achievement for the Bon Accord Care Telecare team. Everyone has worked extremely hard to provide a responsive and innovative service to the people of Aberdeen. Their dedication and high standard of service delivery has been recognised through this accreditation”


Photo credit: Andrew Wilson Photography

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