Providing telecare and telehealth services for older, vulnerable or disabled people, or those with a long-term condition, to support people living in their own home.
Address
900 The Crescent
Colchester Business Park
Colchester
Essex
CO4 9YQ
Contact
0300 303 2682
carecall247.co.uk/
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1 review from the local community
Read Feedback#22 of 244 Community services in Essex
Carecall247 Feedback
No action when emergency pendant activated
My name is Mick Buckingham and I am writing on behalf of my aunt.
On Friday May 22nd my aunt: Mrs ***** ****** of ******, had a fall on her patio, 10m max from her phone. She pressed her Alarm pendant and her call was answered. She could hear the agent but the agent could not hear her and no action was taken by Carecall247. My aunt lay on her patio for 2 hours before her neighbor heard he cries for help.
Thereafter Carecall247 took no action to ensure that my aunt was safe and unhurt. She was in fact hurt. This became apparent when my cousin visited her some days later. It was clear my aunt was in pain and she called the paramedics who examined her and admitted her to Broomfield hospital where she stayed for a week. My wife and I were in the US at the time but as soon as we were made aware of this situation my wife returned, unscheduled, to the UK.
Shortly after my return from the US I phoned your company and spoke to one of your agents who was totally disinterested in what had happened satisfying herself that, as my aunt only had the basic cover Carecall247 had fulfilled it’s responsibilities. I pointed out that page three of your “Home and Garden Alarm” prospectus indicates the inclusion of a “Fall Sensor” which should trigger some attentive action. But it is only at the bottom of page 4 that it quotes this as an extra which, I believe, my aunt does not have.
This was your agents excuse for leaving my aunt, aged 92, lying helpless on her patio for two hours. I am sure I do not have to elaborate on the potential consequences of Carecall247’s inaction.
Following this phone call I decided to test my aunt’s call system, this I did on Saturday August 16th and all seemed to be working as expected with one exception. The call was only directed to her landline in the kitchen and not to her remote handsets in the bedroom or lounge. I am not sure how this works but you guys should be aware and ensure that your system is appropriate for the all the installed devices.
May I suggest that your company check this apparent incompatibility as she has now been advised that her subscriptions to your service will be increasing by around 60% for a service that has proven to be totally inadequate for its intended purpose. This was not what she expected and described by your sales team.
Please respond with your intended action(s). My aunt(s) safety cannot remain at risk because of your inaction.
Regards
Mick Buckingham
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