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, GPS tracker for seniorsand 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. *
