Transforming Telecare Services, Mitigating Risks and Enhancing Customer Benefits
A local authority operating a small to medium-sized in-house telecare service, including a 24/7 response centre, faced emerging operational and financial risks. The senior management team were concerned and asked TECS Advisory to review the service.
What did we do?
Comprehensive Consultation: We consulted with staff, the Council’s corporate management team, departmental heads, customers, and commissioners.
Detailed Report and Recommendations: We provided a report of our findings, recommending closing the service and transferring it to another provider. We included key success criteria for the next stage, which formed the basis for a Cabinet Report. The Cabinet agreed to proceed with our recommendations.
Support for Transition: TECS Advisory was employed to support the second stage, which involved identifying and negotiating with a new delivery partner and working with all stakeholders to implement the service transfer.
What were the outcomes?
Service Transfer: The service was transferred to a larger provider in a neighbouring locality.
Enhanced Customer Benefits: Customers received an improved range of services, including falls response, with some charges reduced.
Staff Transition: Staff were given the option to transfer to the new provider with protected terms and conditions, including LGPS membership.
Mitigated Risks: The Council mitigated financial and legal risks associated with operating a loss-making, non-statutory service, avoiding significant investment without a guaranteed positive return.
All specified success criteria were achieved, ensuring a smooth and beneficial transition for both the Council and its service users.
