Client in focus

Reliance helps improve safety of NHS lone workers

TEXT: CLARE DONALD

Violence and threats against lone workers, such as nurses, physiotherapists and paramedics have increased dramatically across Europe over the past few years. In the United Kingdom, Reliance High-Tech has developed an award-winning system, using technical innovation and TOPdesk, which contributes to reducing the number of such incidents.

12 IN PRACTICE

Since May 2009, Reliance HighTech, part of the Reliance Security Group, has been using TOPdesk to help improve the safety of NHS lone workers, including district nurses, care workers, paramedics and physiotherapists. We spoke to Richard Martin, Head of Technology Customer Services at Reliance to find out more about this unique solution, called Reliance Protect, and why it was awarded IT initiative of the year in 2009.

expensive within the timeframe. Users would also need to be trained to use the device. Having used TOPdesk at his previous employer, and knowing what it was capable of, Richard suggested purchasing TOPdesk for the project, because he knew it could record incidents and events with time scales. It also had the reporting requirements that he

stored in the SIM card, which are then populated in Sentinel. Reliance uses the source data as a mechanism for invoicing and runs reports to find out how many devices are being used. They also record the various status types of the devices in TOPdesk, including: warehouse, disused or broken, awaiting training and set to live.

A quick implementation
At the beginning of 2009, a tender was held to deliver the UKs first fully managed solution, to help protect NHS lone workers from threats or attacks of intimidation, by recording information and providing assistance. Several companies tendered and, in April 2009, Reliance won the government-backed contract. Reliance needed to quickly develop an innovative solution to create and integrate all back office functions and a customer service desk with its Remote Monitoring Centre. The solution Reliance Protect was developed, tested and successfully implemented within nine weeks. Reliance had originally looked at a bespoke CRM application, but it quickly became apparent that it also needed proven workflow management functionality. In particular, they needed to track data and organize training as well as record the devices and SIM cards in two different contracts. Leading up to the winning bid, the central IT department wanted a closer look. The CRM application they were considering was growing increasingly complex and

TOPDESK REALLY IS OUT OF THE BOX

Richard Martin

and his team were looking for. Confident that TOPdesk was the solution, Reliance ended up purchasing, building, testing and implementing the application, managing to deliver on time.

A unique solution
In order to safeguard lone workers, Reliance has developed a tailored tool that integrates TOPdesk with Microsoft SharePoint, to schedule training and appointments. The solution comprises a security device, SIM card, network connection, end-user training, 24/7 manned monitoring, customer service desk and full support. In the event of an incident, lone workers are able to discreetly activate an alert by means of a small, portable device, which they wear on their person. A member of staff at a 24-hour Remote Monitoring Centre is then notified and can summon assistance for the user from the police if necessary. Since the implementation of the solution, users have indicated that they feel a lot safer. The master data are recorded in TOPdesk, and the data of the individual using the device are

Another key benefit has been the ease with which other Microsoft applications can be integrated. By means of TOPdesk, NHS Trust customers themselves can access a secure web portal to view historic activity, remotely edit device owner details, escalate information and generate management reports. Besides his familiarity with TOPdesk, Richard ultimately chose TOPdesk because it is easy to install. It really is out of the box. It was also simple to use for our employees, all of which were new, and very little additional training was required.

And the award goes to

In October 2009, Reliance HighTech, was awarded the IT initiative of the year at the Security Excellence Awards in London. The project named Back-office and unified contact software solution won first prize for the most positive use of IT in the security sector. This was a genuinely impressive and speedy use of technology to help provide genuine safety measure for the NHSs lone workers, commented one of the jury.

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WITH INCREASING LEGISLATION SUCH AS THE CORPORATE MANSLAUGHTER ACT, THERES A GREATER NEED FOR COMPANIES TO EVALUATE TECHNOLOGY TO PROTECT LONE WORKERS
Richard Martin

Indeed, the solution has been so successful that it is now being used as a best-practice model to improve customer care to existing Reliance customers and in the development of new services. Richard lists a number of possible scenarios for its future use in both the private and public sector, including protecting estate agents, retail staff, engineers, and local government employees. Companies need to demonstrate duty of care by protecting staff

potentially exposed to harassment, intimidation or violence in the course of their working day. With increasing legislation such as the Corporate Manslaughter Act, theres a greater need for companies to evaluate technology to protect lone workers, he explains. Currently, Reliance is responsible for the NHS project within England, but has since won a contract with Wales. When asked the impact

that TOPdesk has had on the organization, Richards reply says it all. Well, weve since purchased another instance of TOPdesk for the IT department, so, clearly, were pleased with it. We are also considering its use for the collection of operational and payroll queries by our shared service centre.

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