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ILC WA & Perth Home Care Telecare Project: Building capacity to support the
sector to implement Telecare technologies
Lauren Farrell and Lynsey Monk
Independent Living Centre of Western Australia
Perth, Western Australia
Abstract
There are many opportunities available to implement assistive technologies that fall into the
category of Telecare, yet WA service providers have recognised and expressed a lack of
understanding and uptake of these options. Equally, there are few opportunities currently
where services are being planned that give consideration to assistive technologies, including
Telecare technologies, as a clear option that can impact directly on the way care hours and
service delivery is structured. A collaborative project undertaken by The Independent Living
Centre of WA and Perth Home Care involved the assessment, implementation, monitoring and
review of Telecare technologies for a number of individuals in different supported community
living arrangements. The project aimed to increase the Independent Living Centre of WA’s
capacity to support the sector to uptake and incorporate Telecare technologies into client care
packages, to develop current knowledge of the options available to participants in the project,
to facilitate the co-ordination and assessment for the installation of Telecare technologies, to
evaluate and provide evidence for the social and economic benefits of the use of Telecare and
to define options and pathways for future uptake and consumer support.
Key words
Telecare, assistive technology, implementation, trial, collaborative working
1. Introduction
The Independent Living Centre (ILC) and Perth Home Care Services (PHCS) undertook a joint
project to enable both services to implement and trial the use of Telecare Technology. This
involved trialling related assistive technology (AT) with a number of individuals with a disability
living in the community and receiving services through PHCS.
The ILC has experience providing one to one consultation and problem solving AT solutions for
individuals and holds forums and training to support understanding in the sector of the
potential use of AT. This work across the aged care and disability sector allows us to have an
overview of the level of uptake of Telecare and AT. Due to the recent increases in available
products in this area and the relatively low uptake in WA there is a lack of practical working
knowledge of the installation and implications of the devices once they are set up. There are
few opportunities available where individual supports and services are being planned to ensure
that assistive technologies, including Telecare technologies, are a clear option that can have a
positive impact directly on the way services are designed.
The purpose of this paper is to demonstrate how a collaborative approach between two
leading organisations enables greater inclusion and independence for clients of PHCS through
trialling the use of Telecare technologies.
2. Body of Paper
2.1 Outline:
The aim of the project is to increase the uptake and practical knowledge of ILC staff, PHCS
staff and associates as to the benefits of Telecare options and how these will optimise
individual outcomes and efficient service delivery.
2.2 Objectives:
The following objectives were developed to guide the project and support the outcomes of
client satisfaction and technology uptake:
 Increase access to Telecare products and services for PHCS supported people
 Develop a working knowledge and practical expertise of the Telecare process; including
product selection and installation, through experiential learning
 ILC and PHCS staff will have an increased understanding of the training and support
requirements for Telecare options to achieve successful outcomes for supported people
 Build objective conclusions about the impact that Telecare has on planning, design and
implementation of supports for people with Individualised funding
 The evaluation of the project will inform policy and procedure development for PHCS
and ILC in relation to Telecare technologies and client service provision
 The disability sector will have greater evidence of the use of Telecare and assistive
technologies.
2.3 Definition of Telecare:
Telecare technologies are mostly used to provide remote support and assistance to a client in
their home. They consist often of user operated emergency call systems, inactivity monitors,
flood and gas detectors, door / chair / bed exit monitors and other items that enable a person
to manage their environment safely and independently. It was decided that environmental
controls e.g. adapted switches to open front doors and adapted controllers for air conditioning
units did not fit the remit of the project and were not considered for funding. However, the
therapists did provide clients with support to explore other funding options to obtain this
equipment.
2.4 Phases of Project:
It was decided to conduct the project in three phases to ensure that quality of service was
provided to project participants. This also allowed for the therapists to work through each case
thoroughly and resolve any issues before accepting a referral for another client. A client whose
equipment is still being reviewed or installed after the commencement of the next phase would
be seen until their case is completed. There are four therapists from ILC’s Assistive Equipment
Service who are currently working on the project and who liaise with PHCS staff to coordinate
the initial assessment visit with the client and thereafter to trial the equipment and be involved
in the implementation. The therapists have also carried out follow-up visits to ensure the
equipment is working effectively and is fit for purpose. For the duration of the project the
equipment and associated monitoring fees will be covered by project funding. Following the
completion of the project the monitoring fees of equipment will be the responsibility of the
client. To this end it is necessary to establish a realistic budget with the clients as to the likely
ongoing costs of the Telecare implemented.
The first phase commenced in September 2013 with 7 clients assessed. Clients were referred
by PHCS and their suitability for the project was determined by the therapists at ILC. The
clients had a range of diagnosis and disabilities. The clients referred were from a diverse
range of socio-economic backgrounds and had various living arrangements. This necessitated
a collaborative approach between ILC therapists, PHCS staff, the client and their carers and/or
family to ensure equipment and strategies implemented were suitable and understood by all.
To facilitate this initial home visits were conducted with all stakeholders present. Further home
visits were conducted with the client and at least PHCS staff in attendance. This promoted
understanding of the equipment and assessment process by all parties, as well as providing
clarity of process and expectations of what the project could provide.
Phase two commenced in February 2014 with 6 clients assessed as part of this phase. Phase
three commenced in July 2014 with 5 clients assessed as part of this phase. This will be the
final phase of the project prior to evaluation being carried out in September 2014.
During the initial assessment clients are encouraged to contribute towards ideas for Telecare
technologies which they think will be of assistance to them. It was found that clients had often
thought about what could be implemented to improve their wellbeing.
Telephones including smart phones and related accessories have been the most trialed items
of equipment as part of this project along with personal alarm systems. There are then a
number of “self activating” alert sensors which are compatible with these systems so the
individual does not have to physically activate the alert. As telephones and smart phones are a
mainstream item there are many different models and styles, some with built in accessibility
features, most without. When researching models for trial clients were asked what their current
equipment and strategies were. With smart phones it was also vital to look at adjusting the
settings of the handset and provide accessories e.g. Bluetooth headsets and mounts to
facilitate usage.
Further Equipment Case Examples
•Smart phones with emergency call system apps: To support community safety and
independence in the community. A client who uses public transport independently
with his power wheelchair was recently knocked down by a truck. He had a phone at
this time which he could not access easily. We have been able to provide him with an
iPhone and he is now able to call for help easily should a similar situation happen
again. The accessibility features when activated allowed for one touch dialing and
multiple contacts stored.
•Charging mats: To support individuals to use and charge their smartphones
independently without requiring assistance.
•Emergency call systems for the home: To support individuals' to summons help in an
emergency. This type of system has recently been installed and implemented in a
client’s home who has been burgled multiple times. The call system will allow him to
summons help when someone is potentially breaking into the house or feeling
threatened. The system is also set up so that regardless of whether the client is home
or not once the sensors have been activated it will send an alert to the alarm centre
to let them know that an intruder is trying to gain access. The call centre will then
contact the necessary services on behalf of the client.
•Epilepsy bed mat: To alert a carer or the call centre to a specific cause for assistance.
Further equipment trialled:
•Falls detector
•GPS devices
•Bluetooth head sets:
•Sip/puff
•Big button phones
•Enuresis detector
•Adapted switch access for certain devices
•Environmental sensors (e.g. Smoke and gas detectors)
•Carer flash receiver and pillow vibrator alert
2.5 Equipment Review:
Following a trial of the purchased equipment a review is undertaken to ensure client
satisfaction and usage. This involves an informal interview during a home visit. The purpose of
the interview is to discuss how the equipment is being used and whether it is meeting its
intended purpose. In some cases minor adjustments have been necessary to maximise the
benefit for clients. Overall the equipment trialled with clients initially has been suitable for
provision permanently. This may be due to the detail of information and needs gained from the
screening and initial interview process.
2.6 Evaluation:
 Client Evaluation will be carried out by representatives from both PHCS and the ILC. To
ensure open, honest and unbiased feedback this will be conducted by people who have
not been involved in client contact and the implementation of Telecare equipment.
 A Focus Group Evaluation is to be carried out with staff from PHCS to ascertain their
feedback after their involvement in the project and the outcomes it has achieved for their
clients. This will be carried out by someone independent of both organisations.
 There will also be a re-survey of staff within the Assistive Equipment Services Team and
the PHCS staff to compare the level of knowledge regarding Telecare before and after
the project commencement. The survey will also look at staff’s confidence in assessing
for Telecare equipment.
2.7 Initial Outcomes:
 PHCS staff have reported a growing understanding and knowledge of the scope and
aims of the Telecare project and what items can and can’t be included under the
umbrella of Telecare.
 Greater awareness of how assistive technology can be used with a variety of peoplenot just disability focused, but applicable for older citizens.
 Individuals have been very well informed and empowered to discuss their needs openly
and how they can see Telecare supporting these needs to live safely and independently.
These individuals therefore have greater control and are making decisions about their
own care and how Telecare will support them in their lives, with ILC and PHCS
supporting to implement these options.
 PHCS have been very motivated with regards to educating their clients about the project
and supporting the ILC. The project has also produced a great deal of interorganisation learning.
3. Conclusion
This project was undertaken as a need was identified for further exploration of Telecare
technologies and its uses in client service provision in Western Australia. The collaborative
approach towards the implementation of this technology area has provided clear educational
and practical knowledge as well as awareness of what Telecare is to the clients, family and
staff involved in the project. It is hoped that this knowledge will spread through the
organisations and on to others in the service provider sector. Through seeing how Telecare
technologies positively enabled clients to live more independently and reduce their reliance on
care staff it is hoped that such strategies can be applied across a range of disadvantaged
client groups. For example the general aged and dementia populations. A limitation of this
project is that the long term use of the equipment put in place is not assessed. A project which
looks at the longevity of equipment and the drop out rate of would be of value to show what
percentage of equipment is abandoned and the reasons for this.
Correspondence
Email: [email protected]
ARATA 2014
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PO Box 16 Ascot Vale
Phone: +61 (0)3 9372 7182
Summary
This presentation explores the background, objectives, findings and recommendations of a
recent collaborative project conducted by the Independent Living Centre of WA and Perth
Home Care that involved the assessment, implementation, monitoring and review of Telecare
technologies for a number of individuals in supported community living arrangements.