Audit process

The Audit Process will seek evidence that the key outcomes have been met.

As a minimum, TEC Quality certified organisations must: 

Referral

• Ensure accessible information is available to support referrers   
• Have procedures in place which describe clear management (receipt, recording and processing) of referrals

Assessment of Need and Re-Evaluation - iterative process

(Applicable only to organisations contracted to provide assessment and re-evaluation services)

• Ensure the assessment process identifies the desired outcomes for the Service User and that it is designed to identify and understand the user and carer needs and/or choice. This shall include the type of equipment required and the frequency and type of contact where proactive and preventative services are employed. 
• Actively involve users and carers in the assessment and support them to make informed decisions about their care. This will include an escalation process for non-emergency alerts, or triggers outside of the daily living parameters for Proactive and Preventative care, which shall be established in conjunction with Users, Carers and Professionals. 
• Have procedures in place which, support the assessment process. These should be evidence-based where applicable, reflecting local and national policy and guidance.   
• Ensure that the wider needs of users and carers are considered and that these are documented. For Proactive and preventative services, the assessment, in partnership with other agencies, should identify a detailed network of support for the service user (professionals and family), utilising Connected Care Technology.  
• Where required and with consent, demonstrate that users are signposted to other agencies, which might help meet their wider needs
• Demonstrate that the needs of service users are assessed in line with contractual requirements and that the service is able to meet those changing needs. This shall include daily living data required for proactive and preventative services
• Demonstrate as part of the re-assessment/review process, that the technology solution used for proactive and preventative care has achieved the required outcome, or that the solution has been amended where this is not the case i.e. a perceived improvement in lifestyle, well-being and confidence. 

Installation of TEC

• Where an assessment has been conducted by a partner or referrer, there shall be a mechanism to feedback to the partner/referrer, any changes required to their initial assessment.   
• Wherever practicable, offer service users choice both in the type of equipment installed and the way in which it is used   
• Ensure that an assessment of situation, risk and need is completed prior to installation. This should include assessment of risk associated with:
     - the Installer’s own safety
     - the environment (potential for fire, flood, falls
     - a user’s medical conditions (dementia, non-compliance with medication)
     - safeguarding (hoarding, self-neglect, abuse)   
• Have procedures in place to ensure that TEC signals cannot be interrupted, or blocked by the use of any other equipment   
• Demonstrate that equipment is installed and tested for communication with the intended destination and in accordance with manufacturer guidelines.   
• Where TEC is provided as part of a "Self-Install Model", organisations shall provide information to support the installation and shall ensure the equipment has been received, installed and tested for successful communication with the intended destination. Where this has not occurred, there shall be an escalation process in place.   
• Ensure that service users and/or carers receive training on the safe use of any installed equipment, which includes an explanation of the importance of ensuring equipment connectivity and any equipment limitations.   
• Have procedures in place and demonstrate receipt of consent for fixing equipment to the fabric of a building where necessary 
• Demonstrate that during the installation, all TEC equipment has been fully tested and confirmed to be working   
• Where equipment is directly connected to gas / electric supplies: provide evidence that only suitably trained and certified installers undertake this activity.   
• Where equipment is being monitored, ensure that it connects fully with the receiving platform.   
• Where applicable, update the Monitoring Centre with details of location and configuration of equipment – this should also include a final check to ensure all service user details are correct.   
• Have an agreed Installer-specific training programme in place and ensure that relevant training is updated / repeated at specified intervals. Where required, this shall include: Working at Height, the requirements of BS 5839 Part 6, Asbestos Awareness etc. The review process shall be conducted annually as a minimum, with refresher training conducted in line with subject matter, or certification timelines.
• As a minimum, there shall be an annual post installation quality check for each installer. Note: This criterion does not apply to "self-installation model".   

Maintenance

• Have a planned maintenance / replacement programme for all equipment installed in the service user’s home   
• Demonstrate that all devices are tested in accordance with the manufacturer’s recommendations   
• Provide evidence that service users are encouraged to test equipment regularly.   
• Ensure that where required by law, equipment is subject to the correct level of Portable Appliance Testing (PAT)

Asset Management

• Provide evidence that there are asset management processes in place   
• Ensure that there are procedures in place to support the decontamination of equipment and that these reflect best infection prevention and control practice   
• Ensure that only “hybrid” social alarms, that are able to communicate in both analogue and digital, or purely digital protocols shall be procured.   
• Work with the alarm monitoring company, to monitor and analyse alarm failures with a view to replacement where the analysis identifies that these failures are excessive.   Note: The TSA ‘Commissioner/Buyer Guidance: Transitioning your Social Alarms Systems from Analogue to Digital’ provides detailed guidance.

Installation of Fire Detection Equipment

• Provide evidence that equipment installations are conducted in line with BS 5839 part 6 where applicable.