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Moving Careline Services into the Age of Modern Technology

Upgrade the current Tunstall technology provision from hard drives to a Cloud based system with additions to the system.

  • Proposal
  • 2022

Meet the team


  • Tillie Jones - Head of Therapy and Reablement - St Helens Council
  • Rachel Cleal - Director Adult Social Services - St Helens Council
  • Wayne Longshaw - Director of Integration - St Helens CCG

What is the challenge your project is going to address and how does it connect to the theme?

·        Upgrade Tunstall PNC call handling solution for alarm responses to version 8 utilising a cloud-based system working in partnership with Tunstalls, with the possibility to engage with other technology enabled care providers. Work in partnership with Cheshire and Merseyside City Region and North West ADASS to improve technology enabled care in people’s home in the borough of St Helens.

·        The current system is old and antiquated using hard drives and analogue systems. As part of a phased approach St Helens Council would like to move to the next version of Tunstall PNC which is a cloud-based system. Following on from this analogue systems will be changed to digital systems.

·        Analogue systems are due to be phased out by 2025. The result being that Service Users will be unable to use their pendant alarms to request help when needed. Upgrading the system is the first part of progressing to digital services.

What does your project aim to achieve?

·        To provide a cloud-based IT solution for call handling responses to people who have fallen or at risk at home. With an upgraded system that will future proof progression to digital technology.

·        Enable staff who are undertaking call handling clear communication with service users in their homes. Implement additional technologies that will maintain a person’s safety and independence in their home.

·        Often people accessing Careline Services are at risk of being admitted to hospital due to falls or deterioration in a health condition. Careline are often the first to respond to a crisis situation and will be able to support in gaining additional support so they can remain at home. Tunstall PNC is key to communicating with people, monitoring needs and actioning a response.

How will the project be delivered?

·        Engagement with Tunstall as the supplier to demonstrate upgrade benefits and implementation. Develop a working group who can support in the procurement and implementation – develop Driver Diagram.

·        Training will be provided for staff using the system. There will be no impact on service users.

·       Communication plan detailing stakeholder and service user engagement and training will be initiated

·        KPI’s and outcomes will be reported utilising staff surveys and system data collection to establish improvements made.

·        Monitor the impact on staff time when using the system. Negotiate prices with Tunstalls based on volumes of service users. Establish the additionality of the upgrades system and logistical impact. Reduction in the number of no response calls that currently are received requiring a home visit.

·        A delivery plan will be produced with a risk register considering mitigation. A working group will be agreed to manage risk and support implementation.

·        Cost benefit analysis will be completed

How is your project going to share learning?

The issue of moving from analog to digital is affecting every local authority in the country. Having an evidence based approach on how to successfully transfer vital community services to a digital approach will be invaluable for those when making the switch.

We will provide regular updates via the St Helens Cares website which is accessible to the public. We are regular attendees of regional technology enabled care networks where we can share any vital learning during the project to neighboughing local authorities. We will produce an end of project report which will clearly highlight the steps taken and the learning or best practice taken from each step. Baseline data of issues that currently arise will be collated. Post implementation an exercise will be completed to establish improvements – staff surveys, service user surveys. Ongoing developments to improve technology enabled care in the home will be reported.

How you can contribute

  • Networker - can you link us in to anyone who may be helpful with this project?
  • Critical Friend - can you challenge this idea to help improve it?
  • Expert - have you done a similar project that you can share your experience with us?

Plan timeline

4 Mar 2022 Complete funding proposal document
9 Mar 2022 Engagement with Tunstalls including demonstration of upgrade. Obtain costings
9 Mar 2022 Produce a delivery plan with risk register
5 Apr 2022 Identify a working group to support in project delivery/risk management
29 Apr 2022 Identify key issues with existing system collating baseline data
20 May 2022 Produce standard operating procedure for call handling
13 Jun 2022 Procure upgrade from Tunstalls
1 Jul 2022 Demonstrate upgrade system and implement staff training
15 Jul 2022 Agree a start date with tunstalls and staff.
15 Jul 2022 Decommission hard drives in current facility
31 Jul 2022 Post implementation report to identify improvements & lessons learnt. Information sharing.

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