Teleassistance Service Management

Name: Services para la promoción de la autonomía personal: Gestión del servicio de teleasistencia
[Services for the Promotion of Personal Autonomy: Teleassistance (Telecare) Service Management Requirements]
Number: UNE 158401 / PNE 158
Issuing Organisation: UNE
Country: Spain
Website: www.aenor.es
Type: Standard
Issue Year: 2007
Forward Review Date: Not known
Availability: Full Standard: http://www.en.aenor.es/aenor/normas/normas/fichanorma.asp?tipo=N&codigo=N0040213
English version: http://www.beuth.de/en/standard/une-158401/106048894
Domains: Active and Healthy Ageing, Services
Fields: Digital Health (incl. Telehealth and Telecare), Health and Well-being
Intended Audience: Governmental and Public Sector bodies, Private Sector bodies, Professional and Trade Bodies, Third (Voluntary) Sector bodies
Abstract: Standard establishes ‘minimum requirements that should be met by any teleassistance service’. Such services are seen as operating 24 hours a day and providing an ‘immediate response to various contingencies’. This includes their role in tracking the geographical position of users. It is focused on service provision rather than on the technologies.
Relevance to Active and Healthy Ageing: High
Older Person Specific : Yes
Usage: Not known
Comment: Standard offers useful operational framework with a limited range of linked performance indicators. These include those that relate to mobile responses (where the latter are included). Particular attention is given to the (i) protocols for working with and providing information to and obtaining consent (‘acceptance of service’) from service users; (ii) knowledge, expertise and training of service staff; and (iii) accessibility and operation of devices in the homes of users.

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