Coronavirus Recommendations for Telecare Centres

Coronavirus Recommendations for Telecare Centres

Victrix was born to develop technologies that help the most fragile population. In the current situation, services like Telecare become even more important to help overcome a health crisis like coronavirus.

Here are some important points for telecare service due to the coronavirus outbreak.

  1. Disaster Recovery
  2. Additional protection using outbound calls for domiciliary care Recipients/non-telecare users
  3. COVID-19 Telecare Operator Workflows
  4.  Victrix Business Continuity
  5. Platform Support and Disaster Recovery
  6. Compliance with Medical Data Standards

Disaster Recovery

It is recommended that telecare Control Centres immediately relocate operators to home working, both in order to reduce the risk of cross-infection, as well as to ensure service continuity in the event of an outbreak with an individual operator.

Normal disaster recovery preparations envisage a serious technical fault, which knocks out control centre A, and control centre B takes over until the fault is remedied, say maximum 6 – 8 hours later, sometimes relocating staff to centre B.

A single coronavirus outbreak however may take out a large part of the workforce in centre A, since everyone may be required to self-isolate for up to 14 days.

Centre B then becomes a single point of failure, and if another outbreak occurs there, then the whole service risks being disabled for an extended period.

Traditional telecare systems require either a remote desktop and/or VPN solution to offer remote working, slow, expensive, and with security risks, if feasible at all.

Since Victrix is a true Cloud solution, access to the platform is granted via a simple web page and internet connection, and secure authorisation.

This means that anyone can be instantly given access to a workstation, in order to work from home in the event of a COVID-19 outbreak, and there are no security issues.  A control centre can be immediately and safely virtualised.

Additional protection using outbound calls for domiciliary care Recipients/non-telecare users

In Spain, 450,000 people receive domiciliary care, but this number has increased by 100,000, due to day care centres being closed because of the virus outbreak.

Some care recipients are already telecare users, and are being comforted and given precautionary advice because of the coronavirus outbreak, however, many are not.

The Victrix platform has an open interface which allows Local Authorities to transfer all the contact details of non-telecare users also to the platform, and outbound call support on the Victrix platform does not require the user to have a telecare unit to receive services.

Support can also be offered to social and domiciliary care workers themselves, as they are also under considerable additional stress, both due to increased workload and school closures.

COVID-19 Telecare Operator Workflows

We have configured standard workflows to provide coronavirus support:-

  1. General advice and precautions, recommendations
  2. What to do if you believe you have symptoms.
  3. Advice to close family members and carers.
  4. Support for depression, anxiety, and stress, including psychometric questionnaires, both for service recipients and carers.
  5. Configurable reports are generated and can be shared with health authorities, including full history of details relevant to a virus episode.

The feedback obtained is digitised and risk-stratified, and appropriate actions are delivered as digital outputs for green/amber/red status.

Victrix Business Continuity

Our workforce is all working from home, and we have full capability to carry out a migration and commissioning process remotely in Cloud with SIP trunk (digital telephony lines).  We have already done this with a 20,000 connection centre in Belgium.

Training is simple and is carried out by videoconference.

It takes about a week to migrate the data, set up in Cloud, and configure the SIP trunk lines, assuming you have these either available or on short lead time.  Add a week for training and logistics, so about 2 weeks in all to launch the service.

Platform Support and Disaster Recovery

We normally install the Victrix software platform in a Cloud of your choice, and we offer disaster recovery from a leading European provider Scaleway .

Performance Standards include:-

  • ISO27001 data security
  • ISO5001 energy management
  • Healthcare HDS for medical data
  • Level 3 (highest standard), with redundant servers, energy supply, communications, and all internal IT infrastructure.

Your installation is monitored 24/7 using AI instruments connected directly to our development team.  We are alerted to any performance issues often before the client is even aware.

Compliance with Medical Data Standards

Victrix is undergoing certification to the new strict medical devices regulation,  standard ISO 13845 and EU regulation EU745/2017, coming into force 26th May 2020.

This means any data you record in connection with coronavirus is fully compliant with the latest regulatory requirements.

Please let us know if you need any further info, we have several telecare service providers who are fast-tracking their migration plans to Victrix, in order to facilitate home working, and to address the new challenges which coronavirus presents, so don’t delay if you want to move, as we are becoming extremely busy.

Victrix is the first Cloud-native telehealthcare platform on the market, and is therefore the perfect solution for safe, secure, and economic remote service provision.