Looking back: Telecare in 2020

2020 was a year like no other. We continued to work hard to help keep people safe and living longer in the homes they love with our life saving personal alarm service.

February 01, 2021

Telecare in 2020 infographic


Our staff did an outstanding job maintaining high standards under pressure, working remotely to ensure business as usual. As well as ensuring the health and wellbeing of our customers, we ensured staff were safe and well with wellbeing apps and additional support.

For our most vulnerable customers, we looked at more ways to support them. We offered free telephone access to nurses and pharmacists via our medical helplines from AXA Health and remote GP appointments from Dr@Hand.

We also launched five new products, including our fully digital Taking Care Anywhere personal alarm.

We kept our average call time down to 6.2 seconds, handled over 1.1 million alarm calls and resolved over 46,000 enquiries, without calling 999 in 98% of alarm calls.

Our service has helped protect the NHS, resulting in an estimated saving of £58 million. *

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*Internal stats from our Emergency Resolution Centres. NHS savings calculated using publicly available costs and internal data based on calls resolved without emergency service intervention at point of alarm call, and reduction in hospital stays length due to quicker assistance in the event of a fall.

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