This document ‘Service model for social care alarms’, provides a framework and recommendations for the roles and responsibilities of the different actors in the social care alarm service chain.<\/p>\n
The following topics are included in this document:<\/p>\n
Service user perspective: objectives, roles, needs and processes<\/p>\n<\/li>\n
Process description for the service chain, including:<\/p>\n
service user experience, installation and instruction, use, service accessability, response arrangements, access management<\/p>\n<\/li>\n
marketing, sales, referral, review and termination<\/p>\n<\/li>\n
customer billing and income collection<\/p>\n<\/li>\n<\/ul>\n<\/li>\n
Good practice of service provision: quality and risk management, including security, privacy and requirements for infrastructure.<\/p>\n<\/li>\n<\/ol>\n
Technology and organization structure independence are important features of this document, the service model for social care alarms.<\/p>\n
This document contains \u201cRequirements\u201d and \u201cRecommendations\u201d. Requirements describe good practice that shall be achieved by all service providers modelling this document. Recommendations describe good practice that is not universally accepted across Europe and which service providers may wish to model.<\/p>\n
| PDF Pages<\/th>\n | PDF Title<\/th>\n<\/tr>\n | ||||||
|---|---|---|---|---|---|---|---|
| 2<\/td>\n | National foreword <\/td>\n<\/tr>\n | ||||||
| 6<\/td>\n | European foreword <\/td>\n<\/tr>\n | ||||||
| 7<\/td>\n | Introduction <\/td>\n<\/tr>\n | ||||||
| 10<\/td>\n | 1 Scope 2 Normative references 3 Terms and definitions <\/td>\n<\/tr>\n | ||||||
| 12<\/td>\n | 4 Leadership and governance 4.1 Leadership within the service chain 4.1.1 Introduction and expected outcome of the process <\/td>\n<\/tr>\n | ||||||
| 13<\/td>\n | 4.1.2 Requirements 4.2 Privacy protection and data security 4.2.1 Introduction and expected outcome of process 4.2.2 Requirements <\/td>\n<\/tr>\n | ||||||
| 14<\/td>\n | 4.2.3 Recommendations 4.3 Service accessibility 4.3.1 Introduction and expected outcome of the process 4.3.2 Requirements <\/td>\n<\/tr>\n | ||||||
| 15<\/td>\n | 5 Operations 5.1 Acquiring alarm service 5.1.1 Determine individual customer and service user needs <\/td>\n<\/tr>\n | ||||||
| 16<\/td>\n | 5.1.2 Customer contracting 5.1.3 Installation and activation of service <\/td>\n<\/tr>\n | ||||||
| 17<\/td>\n | 5.2 Using the alarm service 5.2.1 Raising an alarm 5.2.2 Alarm call handling <\/td>\n<\/tr>\n | ||||||
| 18<\/td>\n | 5.2.3 Responder Services <\/td>\n<\/tr>\n | ||||||
| 20<\/td>\n | 5.2.4 Access management 5.2.5 Customer billing and income collection <\/td>\n<\/tr>\n | ||||||
| 21<\/td>\n | 5.2.6 Incident management 5.3 Service user engagement 5.3.1 Re-assessment of the service user needs <\/td>\n<\/tr>\n | ||||||
| 22<\/td>\n | 5.3.2 Complaint management 5.4 Service termination 5.4.1 Introduction and expected outcome of the process 5.4.2 Requirements <\/td>\n<\/tr>\n | ||||||
| 23<\/td>\n | 6 Planning 6.1 Service chain continuity and risk management 6.1.1 Introduction and expected outcome of the process 6.1.2 Requirements 6.2 Service Development 6.2.1 Introduction and expected outcome of the process 6.2.2 Requirements <\/td>\n<\/tr>\n | ||||||
| 24<\/td>\n | 6.2.3 Recommendations 7 Support 7.1 Staff and competency management 7.1.1 Introduction and expected outcome of the process 7.1.2 Requirements <\/td>\n<\/tr>\n | ||||||
| 25<\/td>\n | 7.2 Asset Management 7.2.1 Introduction and expected outcome of the process 7.2.2 Requirements 7.2.3 Recommendations <\/td>\n<\/tr>\n | ||||||
| 26<\/td>\n | 7.3 Servicing hardware and software 7.3.1 Introduction and expected outcome of the process 7.3.2 Requirements 7.4 Alarm receiving centre and environment 7.4.1 Introduction 7.4.2 Recommendations 8 Performance evaluation and improvement 8.1 Performance management and evaluation 8.1.1 Introduction and expected outcome of the process <\/td>\n<\/tr>\n | ||||||
| 27<\/td>\n | 8.1.2 Requirements <\/td>\n<\/tr>\n | ||||||
| 28<\/td>\n | Annex A (informative) Key Performance Indicators (KPIs) <\/td>\n<\/tr>\n | ||||||
| 31<\/td>\n | Bibliography <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":" Service model for social care alarms<\/b><\/p>\n |