TEC standards and accreditations for healthcare

Our accreditations and TEC standards demonstrate our commitment to delivering the best possible service to healthcare patients.

TEC Quality Standards Framework

We are a fully accredited member of the telecare industry's standards body, the Telecare Services Association (TSA), and audited to their new TEC Quality Standards Framework (QSF).

Quality standards are important in all industries, particularly when health and wellbeing services are being provided to the elderly and vulnerable. The QSF has been developed as an independent audit and certification programme for the TEC industry.

The QSF has been shaped by many organisations including Carers UK, NICE (National Institute for Health and Care Excellence), BSI (British Standards Institution) and DHACA (Digital Health and Care Alliance).

The QSF is underpinned by accreditation to ISO 17065 and organisations are audited against 10 standards modules and 4 service delivery modules:

QSF Standards Modules
✔ User and Carer Experience	✔ User Safety	✔ Effectiveness of Care
✔ Information Governance	✔ Partnership Working and Integrated Care	✔ The Workforce
✔ Business Continuity	✔ Ethics	✔ Performance and Contract Management
✔ Continuous improvement and innovation
QSF Service Delivery Modules
✔ Telecare Monitoring	✔ Assessment of and Installation of TEC	✔ Response Service
✔ Telehealth Monitoring

We undergo an annual audit of our processes and services and unlike many other personal alarm providers, we go beyond the TSA's requirements with three UK-based alarm monitoring centres and ISO 9001 accreditation. This ensures we continue to deliver a high standard of care throughout all our services.

ISO 9001 certification

ISO 9001 contributes towards a culture of continual improvement and delivering better customer satisfaction through best practice methodology. Achieving ISO 9001 certification means that our procedures and systems meet the Quality Management System requirements for all areas of the business including:

Quality Management System areas
✔ Facilities	✔ People	✔ Training
✔ Services	✔ Equipment

Business continuity planning and training

We have three UK based Emergency Resolution Centres that provide resilience should situations such as flooding, power cuts or national emergencies occur.

The Emergency Resolution Centres monitor our alarm users 24 hours a day so that our alarm users feel confident and safe knowing that we plan for the worst, providing peace of mind to them and their family and carers.
Each monitoring site has its own business continuity plan, overseen by our quality department.

A 'Dementia Friendly' organisation

We are committed to being a ‘Dementia-Friendly’ organisation and a member of the Exeter Dementia Action Alliance. We embed dementia awareness sessions into our culture to ensure we have Dementia Champions throughout the organisation.

Safeguarding training

We provide coaching support from experienced managers and the Advanced Safeguarding Team and run an Alzheimer's Society Dementia Friends training programme.

Policies and standards

All our processes are audited by the TSA and ISO 9001 inspections. Our data security, privacy and governance policies adhere to AXA's high standards and our key company policies are available online.