New 24/7 lifeline mobile response service launched in Neath Port Talbot

A new 24/7 mobile response service has been launched to support lifeline alarm users in Neath Port Talbot thanks to a partnership between Neath Port Talbot Council and Llesiant Delta Wellbeing.

The one-year pilot programme increases the support provided to users of the council’s lifeline service.

Specially trained response officers will be dispatched quickly to assist users in non-medical crisis situations in their own homes, such as a non-injurious fall.

The aim of the mobile response service is to make sure people can get the right help quickly when needed, particularly during non-medical emergencies; providing enhanced safety and security as well as continued independence at home. 

Neath Port Talbot Council’s Assistive Technology Team has partnered with Delta Wellbeing, the existing call monitoring provider for the council’s lifeline service, for the pilot. This ensures minimal disruption to the service experience while introducing the option of having a trained responder attend users’ homes when necessary.

The mobile response service includes:

• 24/7 availability: Trained responders are on call round the clock, ensuring prompt assistance.
• Non-medical crisis support: Users facing non-medical crises can rely on this service for a timely response.
• Safety and independence: The mobile response service promotes safety and independence for lifeline users.
• No extra charge: During the pilot period (to end March 2025), lifeline users can access this additional response service at no extra cost.

In the event of any medical emergencies, the relevant emergency services will be called as normal. However, Delta Wellbeing figures show a significant reduction in the number of callouts being escalated to emergency medical services where a dedicated response service is in place, with only 6% of callouts requiring an ambulance to attend.

Furthermore, response officers have attended 92% of all callouts within 60 minutes across the county.

The service will be evaluated following the pilot, and consideration will be given with regards to appropriate fee levels beyond March 2025. Users will be informed in advance of any changes to charges.

Councillor Jo Hale, Neath Port Talbot’s Cabinet Member for Adult Social Services & Health, said: “The introduction of the 24/7 mobile response service represents a significant improvement for existing users of our lifeline service. This initiative highlights our commitment to ensuring the safety and wellbeing of our residents.

“Our assistive technology service strives to deliver timely and effective support, thereby promoting independence and offering reassurance to both users and their families.”

Delta Wellbeing Managing Director Samantha Watkins said: “We are delighted to extend our partnership with Neath Port Talbot Council to enhance the support provided to its lifeline users with access to a mobile response service.  

“We have seen first-hand the positive impact of having such a service in place, providing peace of mind and reassurance that help is available 24/7, 365 days of the year, and supporting residents to maintain independence and stay safe at home.

“The service also helps to prevent unnecessary hospital admission and ambulances use, and ensures that individuals who suffer a fall at home are not impacted significantly by lying on the floor for a long length of time.

"Research shows that it can have a negative effect on independence and quality of life; and furthermore, that someone left lying on the floor for more than an hour is more likely to suffer serious injuries and be admitted to hospital, and then moved into long-term care.

“Being able to attend quickly and lift individuals off the floor not only provides them with the best outcomes but can also have a significant impact on reducing and, in some cases, stopping the need for ongoing support and care.”

Delta Wellbeing is a Local Authority Trading Company, owned by Carmarthenshire County Council, and provides assistive technology and proactive monitoring to support older and vulnerable people to live more independently.  Since it was established in 2018, it has expanded its services across Wales using Technology Enabled Care (TEC) to provide a range of solutions in the health and social care sector and to support patients leaving hospital as well as in the community.