Tunstall Healthcare provides a monitoring service that operates 24 hours a day, seven days a week. If a personal medical alarm or accompanying sensor is activated, a call is immediately activated to Tunstall’s 24 hour response centre where it is answered by trained telecare operators.
Tunstall’s monitoring service is available 24 hours a day, seven days a week. With our state-of-the-art call-handling platform we are one of the few monitoring centres with the capacity to immediately transfer calls between our Australian and New Zealand operations. This business continuity solution ensures our life saving service is always available in the event of unforeseen technical or environment outages.
When a medical alarm call or lone worker call for assistance is activated, the response operator accesses Tunstall's call-handling platform PNC to understand who the caller is, where they live, any major medical conditions they have, who should be contacted in an emergency and what device has activated the medical alarm.
In an emergency the Tunstall response operator will speak with the client and discuss their condition and what action needs to be taken; such as a family member or friend contacted, after-hours doctor organised or emergency service to be called. The operator will stay on the line with the client until help arrives.
At Tunstall we ensure our clients receive the right response. Our highly-skilled operators will always listen, treat clients with respect and courtesy, and ask how they can best help. Our operators will always stay on the line providing reassurance until help arrives.
Our response operators are:
Tunstall also offers daily welfare calls to check on clients’ wellbeing, remind clients to take medication or offer peace of mind to carers and family who may have to travel away for a period of time.
Each day the client presses their pendant to advise the response centre that they are ok. If they have not activated an alarm call by an established time then an operator will phone their home to check on their wellbeing. If the client fails to answer the call then the response operator will follow set protocols to arrange help.
Tunstall operates a 24-hour monitoring centre in Australia and New Zealand, providing offshore continuity and back up, ensuring every call is answered every time.
Tunstall Healthcare provides an after hours and overflow alarm monitoring service. This service is ideally for businesses providing day time response monitoring who would like to carry on this service after hours, or where the first point of call is not able to be answered. Tunstall will answer response calls when the office is unattended and during unexpected call peaks; assisting clients to maintain adequate response time frames and eliminating the need for off shift and night workers. All calls will be answered on behalf of the organisation and a report will be provided for all incidents.
Tunstall Healthcare provides a contact centre overflow service, answering customer service calls when all operators are busy or the office is closed. Tunstall will take a message and relay it back to the client for response during office hours. Tunstall currently answer overflow calls for a range of contact centres, councils and TAFEs.
Our trained care consultants will always ensure the most appropriate response is organised for your clients. In partnership with the National Home Doctor Service, we are able to coordinate a bulk-billed home doctor visit to non-urgent medical cases. Available after-hours, weekends and public holidays, this gold-standard service delivers peace of mind and convenience. Where clinically appropriate, attending doctors may supply uegent and episodic medications on-the-spot, meaning an additional trip to the pharmacy is not required for your clients.
*Available in selected Australian areas only.