Provision of Telecare and Out of Hours Monitoring

Tender description

Wrexham County Borough Council (WCBC) are seeking Expressions of Interest from providers with the potential of procuring Telecare Monitoring Services for their county-wide service. This will include an ‘Out of Hours’ call monitoring service for a number of Council departments on a 24 hour, 365 days a year basis and will be due for commencement in December 2025.WCBC wishes to work with a provider who can demonstrate experience of and deliver a comprehensive Telecare Service to a growing number of existing and new users throughout the life of the contract.The successful provider will be responsible for taking calls from various Telecare and Assistive Technology devices, including both dispersed and hardwired devices, and handling Out of Hours calls for the Authority.Wrexham County Borough Council is exploring the possibility of including an optional service for the installation of telecare equipment. Interested suppliers are invited to express interest in either the Telecare Monitoring service (Lot 1) and/or the optional Installation service (Lot 2).It is essential that both elements of this service can be provided in Welsh, and it must be ensured that Welsh-speaking staff are available to support clients when required.The service will support a total of approximately 3000 users, consisting of 700 hardwired devices, in various Schemes such as Warden controlled properties and Extra Care schemes, and approximately 2300 dispersed units out in the community.The installation of telecare equipment will be provided across the entire geographical area of the County, which may include remote, hard to reach locations________________________________________Requirements – Lot 1The following list is not exhaustive but should be used as a guide to the primary requirements WCBC is looking for in a Telecare Monitoring Service:• Receiving and responding to emergency and non-emergency calls from telecare devices, including falls detectors, personal alarms, and other telecare equipment.• Monitoring service availability to ensure 24/7 operational support, including Out of Hours coverage (evenings, weekends, and holidays).• Timely and appropriate responses, including escalating calls as required, contacting family members, carers, or emergency services when necessary.• Data management, ensuring all calls and responses are logged and recorded in line with regulatory and data protection requirements.________________________________________Requirements - Lot 2The following list is not exhaustive but should be used as a guide to the primary requirements WCBC is looking for in the provision of the installation of Telecare equipment:• Installing telecare devices in client homes, including falls detectors, personal alarms, and other equipment as specified by the authority.• Testing and configuring the devices to ensure they are fully operational and compatible with the monitoring service.• Client training and support during installation to ensure that individuals understand how to use the devices effectively.TimescalesPlease e-mail an overview of your solution to Sian Milwicz, Commissioning and Contracts Manager at sian.milwicz@wrexham.gov.uk by 12 noon on the 25th January 2025.Please ensure you only submit information that is relevant to the detail outlined above.Also, that accreditations related to the Telecare Services Association’s (TSA) Quality Standards Framework (QSF), and the Technical Standard BS8521-2 signalling protocol (also known as NowIP) and TS50134-9 (SCAIP/CENELEC) are attached.Please include the reference 'Proc-24-240' in the subject heading of your email response.NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=146843.