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Doro Care UK has launched a new telecare service model and welfare call checking service across East Sussex in response to the coronavirus pandemic and the need to reduce face-to-face contact.

Doro has provided the telecare contract on behalf of East Sussex County Council (ESCC) since 2005, with telecare being installed in a user’s home by an engineer.

However, due to the coronavirus outbreak and many vulnerable people self-isolating, it is not always possible for an engineer to enter the person’s home. To combat this, Doro and ESCC quickly reviewed their processes and procedures and launched a new service called ‘Drop to Door’ to ensure telecare could still be installed quickly and safely.

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This new service sees the Doro customer services team complete all documents over the phone and arrange a suitable time to deliver the equipment to the user’s door for self-installation. The engineer then arrives at the property, knocks on the door and places the equipment and paperwork at the door.

The engineers are able to wait onsite while customers carry out the installation, in case they need any guidance or support.

Thomas Skilton, Project Manager – Housing & Support Solutions, East Sussex County Council, said: “Early on during the Covid-19 pandemic Doro were proactive in offering their support in any way they could. Not only did they adopt a number of measures to protect their workforce and therefore maintain a continuous service but they adapted a number of their standard services to ensure they could be continued with the least possible disruption.

“Doro also mobilised a number of staff to support the Council in contacting some of the most vulnerable adults in the area to ensure they were safe and receiving the support they required. Their assistance during this very challenging time has been very much appreciated.”

Doro has also started carrying out welfare check calls for almost 1,000 vulnerable clients, with the potential for this to increase to over 2,000.

Welfare check calls are made by Doro’s contact centre advisors to ensure support is in place to people who have been identified by the NHS as someone at risk of severe illness if they get COVID-19, who are therefore advised to avoid face-to-face contact wherever possible.

Doro says its welfare calls are a vital lifeline for these individuals to ensure they have access to essential services and provisions such as food and medication and whether they would benefit from telephone support whilst isolating.

Service users that need urgent assistance are then referred to NHS volunteers, who can help with such needs as medication running out or lack of food.

Working with NHS Cheshire Clinical Commissioning Group (CCG), Doro also launched the COVID-19 Discharge Service during the coronavirus outbreak, which facilitates accelerated hospital discharges across Cheshire.

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