On behalf of the Norwegian Directorate of Health, PA Consulting Group has carried out a survey of experiences with organizations of alarm reception in Norway, Denmark, Sweden, the United Kingdom and the United States. We would like to thank the representatives from Norwegian, Swedish, Danish, British and American organizations who welcomed us and shared their experiences of welfare technology. Oslo 15 September 2014 ORGANIZATION OF ALARM RECEPTION IN NORWAY AND ABROAD Surveys and recommendations October 2014 PREFACE On behalf of the Norwegian Directorate of Health, PA Consulting Group has carried out a survey of how emergency reception for welfare technology solutions is organized in Norway, Sweden, Denmark, the United Kingdom and the USA. In addition, an overall survey has been carried out of how welfare technology is implemented in the various geographies. The purpose of the survey is to give Norwegian municipalities insight and inspiration in the further work of organizing emergency reception and implementing welfare technology on a larger scale. We would like to thank the representatives from Norwegian, Swedish, Danish, British and American organizations who have shared their experiences. Grete Kvernland-Berg Chief Consultant in PA Consulting Group Oslo, October 2014 1 CONTENTS PREFACE................................................. .................................................. .................................... 1 SUMMARY ................................................. .................................................. ......................... 5 BACKGROUND................................................. .................................................. ............................... 8 The challenge for health and care services in Norway .......................................... ......... 8 National Welfare Technology Program ................................................ ............................... 13 THE INVESTIGATION ................................................. .................................................. .................. 16 The mandate ................................................. .................................................. .................... 16 Method ................................................. .................................................. ...................... 17 CHAPTER 1 INTRODUCTION ............................................... .................................................. ............ 18 1.1 Definitions of terms ................................................. ........................................... 19 1.1.1 Definition of concept of welfare technology ............................................ ............... 19 1.1.2 Definition of alarm reception ............................................ ...................... 20 1.2 Welfare technology in Norway ............................................... ..................................... 20 1.3 Alarm reception in Norway ............................................... ........................................... 23 1.4 Alarm reception in other countries .............................................. ..................................... 26 1.5 Standards for alarm reception and welfare technology in Norway and other countries .............. 26 1.5.1 The Continua Framework ............................................ ....................................... 26 1.5.2 TeleSCoPE .............................................. .................................................. ........ 27 CHAPTER 2 ORGANIZATION OF ALARM RECEPTION IN THE UNITED KINGDOM ........................................... ... 29 2.1 Health & Care Organization in the UK ........................................... ....... 30 2.1.1 Organization of health and care in England ........................................ ............. 31 2.1.2 Organization of health and care in Scotland ........................................ .......... 32 2.1.3 Organization of health and care in Wales ........................................ ................ 33 2.2 Welfare technology in the UK ............................................... .......................... 34 2.2.1 The British definition of welfare technology ........................... 34 2 2.2.2 Status of work on welfare technology United Kingdom ........................... 34 2.2.3 Telecare Services Association (TSA) ......................................... ....................... 36 2.2.4 National framework agreement for telecare ........................................... ...................... 38 2.3 Case descriptions from the UK ............................................... ........................ 38 2.3.1 Cardiff Council ............................................. .................................................. .. 38 2.3.2 Royal Borough of Greenwich ........................................... ........................... 45 2.3.3 Edinburgh Council ............................................. ........................................... 52 2.3.4 Hampshire County Council and Medvivo Group ......................................... ...... 59 2.3.5 Metropolitan Borough of Tameside ........................................... ..................... 68 CHAPTER 3 ORGANIZATION OF ALARM RECEPTION IN THE UNITED STATES ........................................... ...................... 72 3.1 Organization of Health and Care in the United States ........................................... ..................... 73 3.2 Welfare Technology in the United States ............................................... ....................................... 74 3.3 Case description from the USA ............................................... ........................................... 75 3.3.1 Permanent Emperor ............................................. ........................................... 76 CHAPTER 4 ORGANIZATION OF ALARM RECEPTION IN DENMARK ........................................... ............ 78 4.1 Organization of health and care in Denmark ........................................... ............. 79 4.2 Overall strategy for the development of the health care system in Denmark ........................... 80 4.3 Welfare technology in Denmark ............................................... ........................... 81 4.4 Case descriptions from Denmark ............................................... ........................... 82 4.4.1 Aabenraa municipality ............................................. ........................................... 82 4.4.2 Odense municipality ............................................. ........................................... 87 CHAPTER 5 ORGANIZATION OF ALARM RECEPTION IN SWEDEN ........................................... ............... 91 5.1 Organization of health and care in Sweden ........................................... ................ 92 5.2 Welfare technology in Sweden ............................................... ................................... 92 5.3 Case descriptions from Sweden ............................................... ........................... 93 93 5.3.1 Central alarm reception provided by CareTech AB ......................................... ......... 94 5.3.2 Lund Municipality ............................................. .................................................. 97 3 CHAPTER 6 ORGANIZATION OF ALARM RECEPTION IN NORWAY ........................................... ............... 100 6.1 Case descriptions from Norway ............................................... .................................. 101 6.1.1 Bærum municipality ............................................. ........................................... 101 6.1.2 Lindås municipality ............................................. ........................................... 107 6.1.3 Stavanger Municipality ............................................. ......................................... 111 6.1.4 Trondheim municipality ............................................. ....................................... 115 6.1.5 Fredrikstad municipality ............................................. ...................................... 120 6.1.6 Tinn municipality ............................................. .................................................. 123 6.1.7 Lister regions .............................................. .............................................. 127 6.1.8 Oslo, St. Hanshaugen district ......................................... .................................. 130 6.1.9 SOS International ............................................. .............................................. 131 CHAPTER 7 ANALYSIS OF FINDINGS AND RECOMMENDATIONS ........................................... ......................... 134 7.1 Common features for organizing welfare technology and alarm reception ....................... 135 7.1.1 United Kingdom .............................................. .................................................. .. 135 7.1.2 USA .............................................. .................................................. ................ 136 7.1.3 Denmark .............................................. .................................................. ........ 136 7.1.4 Sweden .............................................. .................................................. ........... 137 7.1.5 Norway .............................................. .................................................. ............. 138