Unleashing the power of digital communications

1. Unleashing the power of digital communications Revolutionising housing with care with life enhancing technologies

2. Discussion points Life changing “technology-enabled housing with care” • Introductions and context • Kevin Alderson, Sales & Marketing Director, Tunstall Healthcare • A Hanover technology-enabled home: Supporting well-being and resilience through technology • Tom Brown, Extra Care & Services Director, Hanover Housing Association

3. Our vision We want everyone to able to live their lives to the full in a place of their choice that meets their physical and emotional needs. We want to work in partnershipwith providers to support them on the journey to digital. We want to enable the delivery of truly integrated health, housing and social provision which wraps care around the individual. We want to lead the change, working with you to harness the power of technology to enable freedom and deliver peace of mind, now and in the future.

4. The challenges Over 75s will double in the next 30 years1 2m people struggle with self care2 2% of UK housing stock are retirement properties1 1/3 of all UK households are older households1 25% of over 60s would buy a retirement property1

5. The journey INCREASINGDEPENDENCY Care home Hospital Extra care housing Specialist housing Retirement village Sheltered housing GENERALHOUSING General housing

6. Making a change – technology-enabled housing with care Staged approach Culture Budgets Funding options Barriers to change Breaking down the barriers Awareness Communication Commissioning & procurement Integrated approach

7. Opening up the world New services IP telephony WiFi Apps Touchscreen internet access Digital inclusion Concurrent calls Increased system resilience Enhanced resident experience Video door entry Fully digital Communicall Vi IP We have begun a journey from analogue to digital which will enable us to deliver flexible models of housing with care. Analogue & digital services Electronic noticeboard Information kiosk myworld Active health management Communicall Vi Alarm calls Door entry Telecare Telehealth Lone worker All analogue

8. Life at your fingertips CONNECTED with internet accessand video telephony ASSURED in a home that willevolve with you SECURE with video door entry and access control INDEPENDENT help only whenyou need it IN CONTROL Easy repair reportingand calendar management SAFE with help available24 hrs a day PROTECTED with environmentaltelecare sensors WELL self care with health apps and telehealth FULFILLED with social eventsand access to yourcommunity

9. Reaching out – the community hub Care home General housing Services Extra care housing Sheltered housing Specialist housing Retirement village

10. The art of the possible Productivity Productivity Efficiency Outcomes Efficiency Outcomes Technology-enabled home

11. A Hanover technology-enabled home:Supporting well-being and resilience through technology Tom Brown Extra Care & Services Director, Hanover Housing Association

12. A word of introduction • Hanover Housing Association established in 1963 • First Hanover Extra Care estate opens in 1990 • Today: Around 19,000 properties, of which 71 are in Extra Care estates and 395 are in Retirement Housing • Hanover employs 870 staff, of whom just over half are estate-based • A commitment to quality, innovation, and to customer choice – and ‘voice’ • Aim to provide great quality homes which help older people to live healthy, independent and fulfilling lives

13. Key challenges We all face some significant challenges, including: • Demographic change: more older people, ‘older’ older people, and increasingly diverse profile • Increasingly complex picture around health & well-being • Economic challenges and affordability: continuing austerity affecting welfare and services, particularly impacting on older people. Continuing need to operate as efficiently as possible, to demonstrate value for money Technology can be an enabler for many of these challenges However, getting it right needs careful decision-making, & careful introduction for older generations Focusing today on well-being, and value for money

14. Technology: Improving well-being • New qualitative study undertaken by Ipsos MORI to understand the drivers of, and barriers to, well-being among Hanover residents • Not a term that is in most residents’ lexicon • Wide range – from those who feel in good health through to those with multiple conditions (‘co-morbidity’) • However, control and independence particularly important to well-being, for all • People feel responsible for their own well-being, and are keen to be seen as resilient

15. NEF’s ‘5 ways to well-being’ • New Economic Foundation produced a definition of well-being based on 5 ‘ingredients’ • Respondents to Ipsos MORI study saw being active, and being connected, as the most important aspects • Technology and innovation has a key part to play in each of these 5 ingredients, promoting independence and quality of life Be active Connect Take notice Give Keep learning

16. Being active • Hanover residents are using online technology to get health advice, find out about local services and book health appointments • At Dunster Court in Winscombe, residents take part in 2 weekly YouTube sessions: • One that guides them through chair exercises • And one where they relax with calming music and videos

17. Learning • Under Hanover’s ‘Get Connected’ programme, residents act as champions to help others get online • Stuart, of Hanover Gardens in Norwich, is a former teacher and has been helping other residents to Skype, and to get used to a new tablet • At Thanet in Skelmersdale, Lancashire Adult Learning is running courses on shopping online, tracing family history, digital photography, and trying out digital gadgets

18. Giving • Kathy is a Digital Champion in Eastbourne, where she has started a weekly ‘Tea and IT’ computer club • A clinical psychologist is now working with residents on a number of Hanover estates to study the impact of video calls on older people’s well-being • Residents are now setting up support groups around different issues (such as cancer survivors), and exploring the opportunities to extend these online

19. Taking notice • Residents in North Yorkshire used Google Earth to look at places where they had lived as evacuees – and found that a tree one of them had planted during the war, was still flourishing • Roger has been using internet banking to keep a regular eye on his accounts; he now feels he has more control • Residents at Popple Well Springs in Tadcaster are using a new information kiosk installed by Tunstall • Rossefield Manor in Leeds is trialling the benefits of a new digital screen

20. Being connected • A regular Skype quiz now takes place, connecting residents from two estates in Alton and Yateley – there were not enough participants at each estate individually to they had the idea of linking up • 85-year-old Patricia is using her new tablet to book visits to the US and checks in online • Residents at Cinderford, Forest of Dean, have been using iPads to share photos with family members via Twitter while building works restricted other activities

21. Value for money: Using technology to improve services Working with Tunstall to trial new generation of monitoring software: support residents’ resilience and well-being, and improve service efficiency • At Ashleigh Court in Arnside, Estate Manager Angela says the facility which enables staff to locate which flat has triggered a smoke/heat alarm – instead of sounding the main fire panel – has dramatically reduced false calls to the fire service; while carrying a mobile phone instead of using a plug-in wall unit allows her to get out and see residents more round the estate

22. Value for money (continued) • Cedar Court in Scarborough is going through a major refurbishment, following which they will use the Tunstall Communicall Vi plus an eNoticeboard. Estate Manager Glenys appreciates being able to check the history log on the tablet • Park Lane, in Hornchurch is a retirement housing estate comprising many different converted WW2 buildings. Residents are using the S10 slate, which they like as they can use green and yellow buttons to tell Estate Manager Linda what they are doing – easier to use, and no need to wait for a call from her before they go out. Testing times have also been reduced by half

23. Estate Managers' comments Testing cut by half the time – and calls faster too. Saves carrying the mobile all the time, and you can check live movements on the slate before you’ve even checked your E-mails. We will be using the digital noticeboard daily to provide info to residents. Faster testing. Calls are answered quicker. I can call residents from the handset, and they can call me. The handset is much easier to use, I can see people’s movements and it saves residents worrying they have to report holidays. We upgraded last year to enable residents to have either a pendant or wrist band. The door entry system is also incorporated and is much more secure. Fewer morning calls, more choice for residents, greater control over access fobs, two-way conversation. Only one pull cord in the bathroom. All flats have pendant if needed.

24. The future? • Digital take-up increasing rapidly among older generation • Support technology: move from hardware to software (mobile & apps) • Wearable technology market set to reach $6bn by 2020: from electronic skin tattoos to monitor hydration, to smart contact lenses able to measure glucose levels in tears, or smart socks to monitor heart rate

25. So what can we learn? • Support technologies described are evolutionary, not revolutionary – small increments. • Technology changing fast: Scope for major step change. Great opportunities – but significant costs require careful investment. • Digital take-up among older generations is increasing rapidly, but needs lengthy familiarisation process. • Peer-to-peer coaching among residents particularly effective. • Monitoring technology: need to ensure residents fully understand how to make calls and answer their door.

26. Life at your fingertips CONNECTED with internet accessand video telephony ASSURED in a home that willevolve with you SECURE with video door entry and access control INDEPENDENT help only whenyou need it IN CONTROL Easy repair reportingand calendar management SAFE with help available24 hrs a day PROTECTED with environmentaltelecare sensors WELL self care with health apps and telehealth FULFILLED with social eventsand access to yourcommunity

27. What has been your experience?Questions & discussion

28. Thank you See new white paper: uk.tunstall.com/digitaljourney Kevin Alderson UK Sales & Marketing Director kevin.alderson@tunstall.com