Full marks for Invicta Telecare

Months of hard work by staff at Invicta Telecare finally paid off as they became one of the first organisations to achieve the new Telecare Services Association Telecare Code of Practice in modules: installation, monitoring and response, and against a brand new module in Service Tailoring.

Part of Circle Anglia, Invicta Telecare is the largest independent provider of telecare services in the UK. Its monitoring centre helps over 95,000 older and vulnerable people of all ages to remain living in their own home, and in some cases literally saves lives.

Wendy Turner, Invicta Telecare’s Operations Director said: “Although this is the eighth year running we have passed the Telecare Services Association’s stringent audit it is the first time we have passed the new code – something that few organisations have been confident enough to do.”

The Code encourages the provision of good quality customer service by officially recognising those service providers who meet its demanding criteria. To become code compliant, organisations need to have detailed procedures covering all aspects of their operations, and demonstrate that service delivery is in accordance with these procedures. Independent audits carried out by Insight on behalf of TSA lead to appropriate service providers being awarded ‘code compliance’, a process which is repeated on an annual basis.

Wendy continued: “We are thrilled to once again receive such a prestigious endorsement reflecting the hard work and professionalism of all our staff. We were advised by the auditor he had made ‘no crosses’ on his paperwork for the entire three days of inspection. We expected to be audited to three modules, Monitoring, Response and Installation but he was so impressed by what he saw he suggested he also review our performance to a brand new module, Service Tailoring, and we achieved this too!”