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Changes to service
• I WANTED to correct some inaccuracies in the letter you printed about changes in our service (Who cares about Careline? February 7).
The Careline service is there to give customers and their families peace of mind 24 hours a day, 365 days a year. We have contracted with Invicta Telecare to provide a small part of the service.
This will deliver improved services to customers, one of which will be to enable our Careline staff to provide information on a range of additional available services. Invicta is not a call centre but an experienced specialist social alarm centre. When a customer makes a call, staff at Invicta will answer it. They will respond in exactly the same way as the Careline team do now and will call the Careline staff to come out and visit the customer if needed.
We are not selling people’s addresses but sharing appropriate information with Invicta to enable them to answer calls effectively. In order to meet data protection requirements, we have written to customers explaining what we are doing and why. We have explained that we need to share the information to continue to give them a service .
We are obliged to highlight for customers that they have the right not to share their information but have also had to be clear with them that should they make that decision we cannot continue to provide them with a service because it would not be physically possible to do so .
Cllr Martin Davies
Executive Member for Adult Social Care and Health
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