South Ayrshire Health & Social Care Partnership (HSCP) provides essential services to over 100,000 residents, focusing on improving health and wellbeing across the region. Driven by innovation, the HSCP delivers telecare services to support vulnerable individuals in the community. Faced with growing challenges in maintaining reliable analogue alarm systems, South Ayrshire HSCP transitioned to a digital platform to enhance service delivery, improve operational efficiency, and ensure future-proof solutions for telecare.
We interviewed Lisa Cross, Senior Supervisor, and Bobby Bell, Systems Implementation Officer, at South Ayrshire Health & Social Care Partnership to hear about their experience, using the Skyresponse platform to transition from analogue to digital.
Background
South Ayrshire HSCP faced several challenges with its outdated analogue alarm system. The primary issue was the lack of real-time failure detection.
"If the alarm unit or any of the peripherals stopped working, it was all running through an analogue phone line. We received no notification, so it would often take a customer to have an accident or need help to realise it wasn’t working."
To overcome these challenges, South Ayrshire HSCP became an early adopter of the Shared ARC Platform, a national programme led by the Digital Office to provide Scottish telecare service providers with a shared alarm receiving centre technology solution. After a rigorous procurement tender evaluation, the contract was awarded to Chubb Fire and Security Limited for their cloud-based platform, Chubb Cloud Care Control, based on the Skyresponse Platform. This decision reflects widespread confidence in the platform's ability to revolutionise telecare services.
"We were keen to be one of the first in Scotland to try the system and get it up and running as soon as possible. We soon had around 3000 alarms connected to the platform, and a few analogue alarms. We made sure the system was scalable, reliable and interoperable. We tested different alarm manufacturers to ensure the system worked well even in rural locations where networks can be fluctuate. We were committed to making the system work."
During these types of changes within an organisation, it’s important that the whole team is onboard, and accepts the new way of working.
"We made sure the teams worked together as one unit. Our team leads were heavily involved in the training process and helped the staff with learning the new digital systems, making sure everyone was well trained. Despite some challenges, the team adapted well and embraced the changes. Communication was key and we ensured that the staff was kept informed about what was happening and why."
The implementation process
The implementation process of the new ARC solution was done in tight cooperation between Chubb Fire and Security and South Ayrshire HSCP. Ensuring a smooth transition is key to starting to use the new system as soon as possible and keeping the engagement high among the employees.
"The service leads created a specified installation team. We focused on areas where we could switch from analogue alarms to digital alarms as quickly as possible. We also checked client records, and that all information was updated and correct. The digital transition also gave us the opportunity to show our clients how much easier the system was to use, as the alarms could now be moved around the house for better placement."
As with any big transition, it’s not without its challenges. But what would life be without overcoming obstacles?
"The biggest issue was the signal quality, especially in areas with poor network coverage. We worked with the manufacturers to boost the signal, and we even tried using ethernet connections in certain cases. But we still had issues, mostly in rural areas. Despite this, it was a good experience to engage with our partners and problem solve together. We learned, we adapted, and the system is now much more reliable than the analogue system ever was. It’s been worth the effort."
Training staff for digital systems
Teaching your employees a new way of working is tough, especially when the step is as big as switching from analogue to digital.
"Training was definitely challenging. I had to start from scratch myself! I worked in the ARC for 12 years and knew nothing about alarms except seeing when they didn’t work. First, I had to learn how to program digitally and then train my team. From there, we trained our responders."
There are a lot of ways to teach your employees.
"We implemented a robust training package, making sure that everyone got a full day of one-to-one training. At the end of each session, they filled out a form indicating if they were comfortable or needed more support. We also created a basic computing course with the development department. Many responders were experienced in caregiving, but not technology. This course covered skills like managing emails and uploading files."
These types of challenges have a tendency to challenge the teams involved. But it is also a great opportunity to learn and grow.
"Our team has learned skills they might never have acquired otherwise. They’ve become system experts, diagnosing issues quickly and sharing solutions through team-wide emails. Despite the initial stress, we’ve built strong, empowered teams."
Unexpected benefits
When switching to a digital platform, there are a lot of changes, and some of the positive aspects are hard to predict.
"Working remotely has become one of the biggest advantages. Previously, we relied on premise-based servers, meaning we had to be onsite to manage alarms. Now, staff can work from home if needed, a game-changer for scenarios like staff shortages or future lockdowns."
"Also, we’re no longer tied to a specific location to deliver our service. If one building is inaccessible, staff can easily continue operations from elsewhere."
Lessons learned
We asked what key lessons they have for others wanting to do the same transition.
"One key lesson was maintaining morale during the transition. Staff were accustomed to the old system and could navigate it with their eyes closed. It was crucial to keep them positive and reinforce that the new system, while different, was manageable. We needed clear communication around timelines, processes, and providing consistent support."
"We also learned the importance of data accuracy. During the transition, we found some client records were outdated, with clients who had passed away still listed as active. Before moving to a new platform, ensure your data is current and remains up to date."
"Engagement with suppliers was another critical takeaway. The digital landscape evolves quickly, so staying informed about new technologies is essential. For instance, digital alarms have shorter lifespans—around five years compared to the ten-plus years of analogue devices—requiring more frequent budget planning and evaluation of suppliers."
"Finally, hands-on training is invaluable. Sure, virtual sessions over Teams are convenient, but nothing replaces physically handling and installing devices. Creating a training environment where staff can troubleshoot, and experiment is great for their confidence and competence."
Looking ahead into the future
So, what’s next for the team at South Ayrshire HSCP?
"We’re excited about the future. The groundwork is done, and now we’re looking at testing new technologies. For example, we’re integrating advanced devices and collaborating with innovative suppliers. The next six months will be about refining the service and having some fun with new tools."
"This journey has been transformative. We now have reliable systems, empowering staff and giving us the confidence to support service users effectively. Beyond telecare, we’re exploring telehealth—monitoring hydration, activity levels, and more. This proactive approach has endless potential. The hard work is behind us, and now we’re ready to have fun and continue growing. Our team is passionate, innovative, and always eager to share and learn. The digital world is here, and we’re fully embracing it."
Thank you, a lot, for taking the time to talk to us. We appreciate all your input and look forward to continuously improve your service in the future!
