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Electronic Call Monitoring (ECM)

As part of the care at home review the council will be introducing a system called Electronic Call Monitoring (ECM) which we believe will help us to improve the quality of care provided to people in their own home.

This is how it works:

  • When the care worker arrives, with the service user's permission, they will make a free call from the home telephone. This lets the council know what time the care worker started.
  • Just before the care worker leaves, they will make another free telephone call. This tells the council how long they have spent with the service user.
  • Each call will take less than 10 seconds and will be completely free of any charge to the service user.
  • If the service user's home doesn't have a telephone, with their permission, the council can install a small electronic device in the service user's home. This is called a Code Confirm box. The care worker will make a note of the code displayed on this unit and will send a text using their mobile phone to log the visit.

The benefits of this new system will be that:

  • The council can see how long the care worker spent with the service user
  • The council can see whether the care worker arrived at the time they were expected
  • The council can see which care worker(s) provided the care
  • Care workers themselves will be safer, as the council will know where they are when they are on duty

It is expected that the majority of home care organisations will use this new system, but for a few of the smaller companies, the council will make other arrangements to check the quality of care provided.

If service users are likely to be affected by this change the council will be in touch with further details.

If you have any questions about Electronic Call Monitoring you may find the answers in our ECM Frequently Asked Questions

Alternatively you can call the Adult Social Care Helpdesk on 01452 42 68 68.

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