Silver Service:

Purpose

This procedure describes the Silver Service where Careline monitor and contacts respond. There must be at least three nominated contacts who have signed an agreement to assist in the event of an emergency. 

Each contact must have agreed to:

• Be contactable on the phone.
• Hold keys to gain access to the customer’s home.
• Be contactable at any time, day and night, to deal with events as they occur.

If the customer cannot fulfil the above then they will be offered the Gold Service.

If the customer needs assistance the Control Centre will contact the first of the nominated contacts on the phone number(s) provided. If they are not available then they should phone the second and third contacts listed.

Key holder unavailability

If the call handler cannot make contact with any nominated contact, they should contact the emergency services. Careline staff do not visit as the customer has not subscribed to the visiting service and Careline do not hold keys.  However staff will visit to maintain the equipment.

If the call occurs during the day, Careline will try and establish why the key holders were unavailable. Staff should try to contact the key holder after the emergency services have visited the customer.

Establish whether the key holder wishes to remain a contact or whether there has been a change of circumstance.

If the call is during the night shift, if should be passed to the day shift to follow up.

Customers should be reminded of the possibility of upgrading to the Gold Service.