PLUS

utilising the power of telecare and telehealth

>NBN

KinCare

TelehealthcareEDITION 1 2013 NEWS FOR TELECARE AND TELEHEALTH PROFESSIONALS

• introducing the new ConnectMe alarm

• into 2013- a new digital face for Tunstall

• ask warren- solving your tricky troubleshoots

Tunstall alarms and the NBN.Is your medical alarm NBN ready?

Tunstall

supports

flood affected

Grantham

residentpage 5

summer scorcherbeating the heat this season...

nurse ruth

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WELCOME...face to face healthcare a reality for regional australia

...TO THE FIRST EDITION OF THE TUNSTALL TELEHEALTHCARE TIMES FOR 2013. WE HAVE MUCH TO SHARE WITH YOU AND THIS EDITION IS JAM PACKED WITH LOTS OF NEWS ABOUT OUR CURRENT TELEHEALTH ACTIVITIES, MESSAGES FROM OUR CLIENTS AND NEWS FROM OUR TEAM HERE AT TUNSTALL.

LYN DAVIESGeneral Manager

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Read on to find out about our partnership with KinCare (In Home Care Specialists) in the provision of telecare and telehealth services for their clients. We hear from KinCare’s CEO, Therese Adami on how assistive technology is making a difference to their clients. Tunstall is working with organisations like KinCare who are taking a proactive approach to implementing really practical care models utilising assistive technology such as telehealth to help their clients manage their health conditions in the comfort of their own homes.

Telehealth is no longer a buzz word, it’s a reality. These types of programs are being implemented to establish the benefits of video conferencing and in-home vital sign monitoring for people with chronic disease and people who otherwise may be disconnected from support services, living alone or in remote regions. Tunstall is at the

forefront of telehealth service provision in Australia and we are very excited to be delivering quality products and services that offer alterative solutions for social inclusion and healthcare management. We have an exciting year ahead. Over the coming months you will hear more from us on new telehealth programs we are involved in and how these programs have led to a decrease in hospital incidents for people with chronic disease, improved health outcomes for people and are connecting people who live remotely around Australia to GPs and specialists.

In this edition we also introduce our new alarm – the ‘ConnectMe’ and all the new features. Warren, our Telehealthcare Consultant, provides some excellent advice on connecting your alarm in the home; and Gary Morgan, our Health Services Director, talks about the rollout of the National Broadband Network and the impact the NBN will have on our clients’ alarms and new telehealth technologies. We update you on the important facts and you will be interested to hear from our client Kevin, who tells his story about how he had his Tunstall alarm installed onto his NBN connection. We are in for a hot summer ahead and Nurse Ruth provides some important facts on how to avoid the heat and take care when those temperatures peak.

Our new website is on the way, showcasing the new Tunstall branding and making it easier for you to find out more about us and keep in touch with new events. You will also hear from some of our lovely staff, who tell you about their personal commitment and what the Tunstall SMILE values mean to them.

Please enjoy your Telehealthcare Times and remember there is a team of professionals here to help you, we care about your needs so don’t hesitate to call us: 1800 603 377.

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Utilising the power of telecare and telehealthKinCare provides in-home aged care services throughout Australia. With the support of Tunstall they are enjoying being leaders in technology innovations which support the monitoring of client health across Australia.

In Home Care Specialists

KinCare, like Tunstall, values the comfort and independence of its clients. Its variety of in home aged care services are growing rapidly and they now support the elderly right across Australia for health, disability and private services. These services include nursing, assistance with showering and dressing, home care services such as cooking and cleaning, and community care services such as transport and social support.

After joining Tunstall in February of 2012 KinCare has integrated the use of Telecare personal alarm technology into all their community care programs. KinCare have to date referred over 250+ clients nationally.

With the support of Tunstall technologies and monitoring services KinCare is now taking a national, integrated approach to client monitoring. Tunstall assists KinCare to monitor clients in ACT for daily blood pressure monitoring, oxygen levels, and blood sugar levels. Nationally Tunstall monitors clients for KinCare and the use of a personal alarm can alert the family if their loved one has had a fall, or needs assistance. Daily incident reports are provided to KinCare if an incident such as a fall has occured.

These daily reports are sent directly from the Tunstall monitoring centre to each KinCare State Clinical Manager. This ensures that KinCare staff are aware of

their clients that may need further assistance.

KinCare is also currently trialling Tunstall telehealth equipment in the ACT with plans to extend into other states for KinCare group clients which includes Stanhope clients in WA and SA during 2013. The Tunstall Telehealth equipment is being used to further support KinCare clients with chronic conditions.

Some of states that KinCare and Stanhope service (which will be renamed to KinCare this month) are provided on a fee-for-service basis, others are subsidised by a variety of Government programs. To find out more about KinCare services in your state visit: www.kincare.com.au or call 1300 733 510.

“Working with Tunstall puts us right at the forefront of technology in community home care in Australia. The time savings and peace of mind it delivers for our clients, carers and families is invaluable. It means many of our clients using this technology can have more time, doing the things that they love doing at home, rather than spending time in a waiting room for appointments many times a week”

- Therese Adami, KinCare Group Chief Operating Officer

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Introducing the

Warren our Telehealthcare Consultant is one of Tunstall’s longest serving employees, sharing his years of Tunstall wisdom, by providing training and support for our customers and installers.

“Often I troubleshoot customer callls with complaint to a buzzing noise over their phone line- in many cases the problem is simply a safe socket that had been self-installed incorrectly. It usually turns out they have plugged it in backwards”

Q. I have just installed my alarm and a safe socket but now I can hear a buzzing noise on my phone line?

A. Take another look at how you have set up the safe socket. The top of the safe socket has a small image of a telephone. Using the cord supplied with the safe socket, plug the top end of the safe socket into the back of your telephone base unit.

The bottom of the safe socket reads Wall Socket, use the telephone cord that usually plugs directly from the wall socket into your telephone and instead plug it in at the bottom of the safe socket. So that now the telephone cord runs from the wall socket to the safe socket, and the safe socket cord connects to the telephone.

If you have a question for Warren send us an email at: askwarren@tunstallhealthcare.com.au

Warren Duce

Telehealthcare Consultant

Tunstall Healthcare

ask Warren

WH

ATS

NEW

Clever, not complicated.

ConnectMe...

Tunstall’s sixth generation alarm unit has evolved. The most technically advanced, felxible and simple to use telecare platform we’ve ever made. And the best looking.

• Flexible voice recordings• Automated pendant test reminder• Table stand or easy wall mount options• Improved speech/ voice quality• Ambient temperature sensor with high and low alerts

The ConnectMe is coming soon. To find out more visit www.tunstallhealthcare.com.au or call our friendly sales team on 1800 611 528.

TOP

BOTTOM

Gary’s Corner

- Gary Morgan; Health Services Director

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Follow Gary on Twitter:

@morgan_gary

At Tunstall we sponsor a family for Christmas every year through the St Vincent De Paul Society.

This Christmas our staff supplied a range of gifts and and a Coles/Myer food voucher to help ensure that a less fortunate family still enjoyed a festive Christmas day.

CHRISTMAS CHEER- Tunstall Sponsors a Family

The rollout of the National Broadband Network (NBN) presents an opportunity for the advancement of health and community care delivery in Australia.

The high-speed optical fibre, wireless and satellite network is planned to improve the speed and quality of communication technologies nationwide. In particular the NBN will support the adoption of innovative telehealth technologies, with the potential to provide greater access to specialist services for regional and remote patients. Here at Tunstall we have recently launched new telehealth technologies such as high definition multi-party video conferencing and educational video streaming utilising the advanced capabilities of the NBN. Our technical team are focused on innovation and improving health and wellbeing outcomes enabled by the capabilities of the NBN network. Tunstall are working closely with the NBN Co and many of the registered Retail Service Providers (RSPs) to also ensure a smooth transition for all current telecare clients. All Tunstall medical alarms have been tested and work when connected to the NBN. Tunstall clients transferring to the NBN service can rest assured they should see no disruption to their emergency medical alarm services.

Kevin’s Story- Flood affected Grantham resident Kevin Lees has connected his Tunstall medical alarm via the NBN to support his medical condition.

Tunstall is always looking towards the future. We have been working closely with the National Broadband Network (NBN) to ensure that our medical alarms will continue to work over the NBN.

Kevin was affected by the flooding in Grantham, and was fortunate enough to be relocated to a new development. As part of this development, Kevin was signed up to the National Broadband Network (NBN) for his phone and internet use.

Kevin currently lives alone and has COPD which requires him to be on oxygen.

“My doctor referred me to the Blue Care nurses and they suggested I get an alarm. I’d had the NBN installed and needed to find an alarm that would work over the NBN.” says Kevin.

Kevin and his nurses approached several companies, all of whom were unable to offer Kevin a solution that would work over the NBN.

“We went to one company and they couldn’t help us, but they suggested I talk to Tunstall,”

Kevin has been using his alarm for several months now and finds it simple to use. “It’s the easiest thing in the

world to use. I can be down the hallway and still have a chat through the alarm,”

“I haven’t had to use it but I know it’s there if I need it. I’d definitely recommend it to others, you’d be silly not to have one.”

If you’re looking at having the NBN installed and would like further information on how a medical alarm can work over the NBN contact us on 1800 603 377.

“I’d had the NBN installed and needed to find an alarm that would work over the NBN” - Kevin

is your medical alarm NBN ready?

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For further information please contact Tunstall Customer Service on 1800 603 377

Tunstall medical alarms functionality over the NBNThe National Broadband Network (the NBN) is planned to provide a high-speed optical fibre connection to 93% of Australians, with the remaining 7% in non-urban areas served by wireless or satellite service.

The NBN will ultimately replace the copper network and all other public fixed-line telecommunications networks in Australia within the fibre footprint.

Medical alarms supplied by Tunstall have been tested and work when correctly connected to the NBN, via the UNI-V (Voice ports) or via an ATA connected to the UNI-D (Data ports) ports once activated.

Tunstall Healthcare are working closely with many of the NBN Co registered Retail Service Providers (RSPs). We can assist you with selecting the right RSP service to meet your needs and to answer any questions you might have.

If the NBN is rolling-out in your area, please call Tunstall Customer Service for support and advice on the connection requirements to suit your needs - Free Call 1800 603 377 or visit www.nbnco.com.au

TUNSTALL ALARMS AND THE NBN

THE NATIONAL BROADBAND NETWORK IS CURRENTLY BEING ROLLED OUT ACROSS AUSTRALIA.TO HELP YOU BETTER UNDERSTAND WHAT THIS NEW HIGH SPEED BROADBAND NETWORK WILL MEAN FOR EXISTING TELECARE CLIENTS WE’VE RELEASED A STATEMENT TO HELP YOU UNDERSTAND THE IMPACT.

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NURSE RUTH

Surviving the summer heat

As we’ve seen recently our Australian summer can be harsh, with temperatures spiking above 40°C and a spate of bushfires igniting across the country. In these extreme conditions it is important to watch out for the symptoms of heat exhaustion and especially keep a closer eye on our infants and older population whose bodies aren’t always able to regulate temperature as efficiently.

Heat exhaustion is an illness that can occur after you’ve been exposed to high temperatures and have become dehydrated. Although heat exhaustion isn’t as serious as heat stroke, it isn’t something to be taken lightly. Without proper treatment, heat exhaustion can progress to heat stroke and become a medical emergency leading to damage of the brain and other vital organs, or even death.

The most common signs and symptoms of heat exhaustion include: confusion, dark-colored urine (a sign of dehydration), dizziness, fainting, fatigue, headache, muscle cramps, nausea, pale skin, profuse sweating and rapid heartbeat.

If you think you may have symptoms of heat exhaustion, it’s essential to get out of the heat as quickly as possible and rest, preferably in an air-conditioned room or in front of a fan. If you can’t get inside, try to find the nearest cool and shady place. • Drinkplentyoffluid(avoidcaffeineand alcohol)• Removeanytightorunnecessary clothing• Takeacoolshower,bath,orspongebath• Placeicewrappedintowelsonthenape of the neck (note: a bag of frozen veg wrapped in a towel will do just as well)

Heat exhaustion is strongly related to the heat index, which is a measurement of how hot you feel when the effects of relative humidity and air temperature are combined. A relative humidity of 60% or more hampers sweat evaporation, which hinders your body’s ability to cool itself.

Other risk factors associated with heat-related illness include:

• Age. Infants and those over the age of 65 are more vulnerable because they adjust to heat more slowly than other people.• Certain health conditions. People with heart, lung, or kidney disease, obesity, high blood pressure or diabetes are at an increased risk during a heat wave.• Medications. These include diuretics, sedatives, tranquilizers, stimulants, some heart and blood pressure medications, and medications for psychiatric conditions.

If at any time you feel unsure whether you need assistance for heat exhaustion, please press your Tunstall medical alarm and ask for advice and help, our friendly response team is here 24 hours a day, 7 days a week just for that purpose.

- Nurse Ruth

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INTO 2013- A new digital face for Tunstall

“The fresh new look which will be launched February 4th, will not only bring our website upto date with the look and feel of our bright new branding but it has also been restructured to make information search and navigation easier for our web visitors”, says Marketing Campaigns Coordinator Toni McDowell.

“The new site will offer visitors the chance to search for products both directly or by the type of solution they are looking for, be it a dementia, epilepsy or a falls prevention package etc..”

The site will also feature a media centre for all the latest on Tunstall news and events, as well as a section on innovation to help bring you up to speed with the latest products, research and development happening at Tunstall Healthcare.

Tunstall Healthcare is getting ready to launch a rebranded and refreshed website for the new year: www.tunstallhealthcare.com.au

Staff commitment to improve level of customer service in 2013At Tunstall we are commited to providing ongoing training and development for our staff.

We recently ran customer service workshops to improve and capture staff directed innovation in the standard of service that we are providng to our customers.

Here are some of the commitments our staff have made to ensuring they are continually improving their level of service in 2013:

“I will be fully present for each & every call that I answer. I will make sure that I exceed the caller’s expectation. I will listen to all of our callers”

“Making our clients feel that they can always rely on us & making them feel comfortable & never worried to call us”

“Show compassion and care to our clients and their families”

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Tunstall Healthcare1/56 Lavarack Ave

Eagle Farm QLD 4009

1800 611 528www.tunstallhealthcare.com.au

Life Changing, Life Saving

What makes you SMILE ?Strive for excellence Make a difference Innovative and Agile Listen and Understand Everybody Matters

Our brand values and goals are critical to the success of both the products and services we provide, and need to be embraced and communicated positively by everyone who is a part of Tunstall.

This edition, Wendy from our Logistics department shares with us what makes her SMILE...

I enjoy working at Tunstall because they provide me with a great team

and an easy going work environment. Tunstall have strong family

values which is an added bonus as my family are very important to

me. Every Christmas Tunstall put on a party for the children and my

grandkids are always welcomed. This is what makes me smile.

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