Aid Call – Wireless Nurse Call Systems

Case Studies
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St Oswalds Hospice

Touchsafe Pro provides care when it's needed most


St Oswald’s Hospice, situated three miles outside of Newcastle City Centre, cares for over 2,000 patients, visitors and relatives. They provide dignified care and compassionate support for patients living with a terminal illness.

The hospice opened in 1986 with only 10 beds and the facility has since grown to include; a 15 bed In-Patient unit with additional units for Lymphoedema, Children and Young Adults. As well as offering an array of other services in the specialised Day Unit.

Additional Details

In 2015, during a particularly heavy storm, a lightning strike unexpectedly hit the Newcastle upon Tyne facility causing unavoidable failure to all of the electrics and the Nurse Call system.

Aid Call service engineers attended the Newcastle upon Tyne facility after it was struck by lightning to discover that its Nurse Call system was irreparable. They immediately installed temporary measures to ensure the safety of patients and staff on a short term basis, and once the property could be fully surveyed, the new Touchsafe Pro system was permanently installed in the In-Patient Unit.

Val Forster, the In-Patient Unit Manager at St Oswald’s Hospice, said: “I’ve been here for 22 years and during that time we’ve always worked with Aid Call, I believe this is the third generation of system we have had now and they’ve all been very functional and fit for purpose.”

“However in 2015 we had a lightning strike and our system was completely wiped out, which was a blessing in disguise when I think back now because it allowed us to have the new system installed. Aid Call came to the rescue when the incident first occurred and put temporary measures in place to allow us to continue to support patients while we researched a new system.”

St Oswald’s Hospice had the new Aid Call Touchsafe Pro system installed in the Newcastle upon Tyne facility in 2016.


Val commented: “The main thing I remember about the Aid Call system that we initially had was that it was very loud and the ward always felt noisy, which could be quite disruptive for patients. It didn’t create the atmosphere that we really wanted for the unit and when patients are very poorly, noise pollution can be a significant issue.”

“The installation of the new system has made a massive difference; our nurses now use the Bluebell Pagers which are small and very easy to clean. They can also be logged in to by each individual member of staff which is great for indentifying where they are on the ward by checking the system. However the main benefit is that the pagers can be programmed to vibrate or quietly bleep, which the nurses love. It ensures there are no noisy alarms across the unit and makes it easier to identify priority calls. The pagers automatically make noise if an emergency alarm call is activated so that everyone including the doctors and physiotherapists can respond accordingly.”


Jane Hamblin, Facilities Manager at St Oswald’s Hospice, said: “I’ve been with the hospice for just over 17 years now and we’ve grown massively in that time. Aid Call has been a very big part of that journey because they have done such a lot of research and development that’s really brought this new system into the 21st century.”

“With it being a new system there is always going to be teething problems and Aid Call has been very responsive to any of the queries or requests we have had, which have mostly been in regards to the software.”


Following the success of the Touchsafe Pro in the In-Patient Unit at St Oswald’s Hospice, the Newcastle upon Tyne facility is now looking to expand the system into its other units.

Jane added: “Since the system was installed it has been very easy to add to its functionalities with various telecare equipment including fall detectors, which are extremely easy to program and are working very well for our patients and staff.”

“We will now continue to work with Aid Call going forward to integrate the new system that’s currently installed in the In-Patient unit into our Day Services Unit, Lymphoedema and Children and Young Adult Units.”


Bushell House

Bushell House upgrade to Touchsafe Pro system


Bushell House is one of the longest standing residential care homes in the UK, with a rich heritage that dates back to 1722. Situated in the beautiful village of Goosnargh, three miles north of Preston, Bushell House now homes up to 31 respite, convalescence and permanent residents, after opening its doors in 1743 as a charitable trust to care for the elderly.

The trustees of Bushell House maintain the Georgian retirement homes extensive history whilst ensuring its residents are still provided with the best possible care. Responsibility for that care largely falls to Sue Barr, the Registered Manager for Bushell House, who often attends healthcare conferences to keep up with the latest developments in carer technology.

Additional Details

As the care home has been using Aid Call products for over fifteen years, Sue frequently visits the Nurse Call providers’ exhibition stand, which is where she was introduced to the new Touchsafe Pro wireless Nurse Call system. Having been considering an upgrade to the current Bushell House system for some time, Sue requested further information about the new system, which ultimately prompted her decision to upgrade.


Bushell House’s local Nurse Call and Assistive Technology specialist, Stuart Barclay, worked closely with Sue to ensure the Touchsafe Pro Nurse Call system would meet the needs of all her staff and residents. The installation and maintenance of the system was carefully planned to accommodate the requirements of all the individuals that depend on the service.

Sue said: “Stuart has always been exceptional in looking after us over the years I’ve worked with him. He’s provided us with an excellent maintenance package that goes along with the system and ensures we never have any problems at all.”


The renovation of any element of a residential care home is a delicate process, as there are often many elderly residents continuing their day-to-day activities during the installation. Aid Call promised Sue that there would be minimal disruption to her staff and residents while the new Nurse Call system was installed. The Touchsafe Pro system utilises wireless technology, which limits disruptive installation because there is no need for cables to be fitted.

Sue commented: “Although the upgrade was a necessity, it isn’t easy for our residents to have any disruption to their normal routine or their home environment. Their happiness and safety is my main priority so I needed to make sure the neither of those things were compromised and I couldn’t have been happier with the installation of the Aid Call system. The installers were so tidy and efficient, as well as being considerate of all our staff and residents. You could tell they were familiar with working in a care home environment because they knew exactly how to behave, and clearly understood the need for the installation to be completed quickly without compromising any quality.”


Sue added: “Our previous system worked well for many years, but it was quite loud and my staff and I could continuously hear alarms going off throughout the residence, including in our break room which made the carers feel as though they didn’t get a proper break. With the silent feature of the new system, there’s no longer any unnecessary noise throughout the house which provides a peace and quiet that definitely makes it feel more like a home.

“The Bluebell pagers also make very limited noise and the water proof feature is great for my staff since they no longer need to worry while they are bathing residents. They log in to the pagers with their own ID at the start of each shift and the Touchsafe Pro panel allows me to see where all of my staff is at any one time and how long certain tasks are taking. All that information is logged and readily available for me to review which has been great for monitoring purposes. The entire system is so easy to use and both the staff and residents are very pleased with the decision to upgrade.”


Bradford Royal Infirmary

New hospital wing requires secure and flexible Nurse Call system


The new £28m hospital wing at Bradford Royal Infirmary was opened in June 2017 by Bradford Teaching Hospitals NHS Foundation Trust and features the Touchsafe Pro wireless Nurse Call system, which is designed, manufactured and supplied by Aid Call, a brand of Legrand Assisted Living & Healthcare.

Aid Call have supported specialised installations at many NHS sites and in 2015, the leading wireless Nurse Call provider began designing a system for the large project that includes a 16-bed Intensive Care Unit (ICU), two children’s wards, a dementia-friendly elderly care ward and a retail concourse.

Additional Details

The Aid Call Touchsafe Pro Nurse Call system was the obvious choice for the new ICU because its wireless configuration meets the requirements of any project, no matter the size or scale, offering complete flexibility and mobility. The system can facilitate individual patient requirements, adapt to change and be added to over time. It can also be installed quickly and specifically to each site because there is no need to rely on cables and stationary wiring points.

Building Services Consultants DSSR drew up the specification for the new wing with support from the Aid Call and Bradford Teaching Hospitals Project Manager, Shane Embleton. A bespoke system that could be proven to benefit the staff and patients needed to be designed and the specifications were adapted as the requirements of the hospital altered. Once the plans were in place, a tender was released and Aid Call quoted 24 contractors for the project before meeting with the winning contractor in April 2016.

Business Development Manager for Aid Call, Stuart Barclay, said: “The Aid Call team worked with many contractors and suppliers throughout the phased installation of our Touchsafe Pro system. We collaborated with third party Bedhead Trunking suppliers to make sure our products could be mounted to the Beadhead correctly with sufficient capacity remaining to fit the light relays. Bradford Teaching Hospitals also wanted to connect third party telecare products to our Touchsafe Pro system, and although they would normally be plugged in to the bottom of the call points, we worked to make them speak wirelessly to one another from wherever the product was being used.”

Aid Call additionally carried out training with the Bradford Royal Infirmary staff over a 3 week period prior to the opening, and the company continues to provide support to the hospital on a monthly basis to meet the staff needs and management requirements.

Kincarrathie House

TouchSafe Pro is the system of choice for Kincarrathie House


Originally the home of Bells Whiskey mogul A.K.Bell and his family, Kincarrathie House situated in the outskirts of Perth, Scotland boasts 6.5 acres of grounds and parklands including a walled garden, a memorial garden and a working vegetable garden with panoramic views over looking historic Perth.

The home is owned and operated by the charitable Kincarrathie Trust who converted the property into a residential care home in 1961 and has since upgraded and extended the property to a 44 bedroom care home, offering care for elderly residents on both a long and short-term basis.

Additional Details

Have you used Aid Call Products before?
Mrs Maggie Kay Home Manager at Kincarrathie House said; I have been a long established customer of Aid Call, having first used the Aid Call’s Nurse Call System back in 1996, while working in another Care Home. I moved to Kincarrathie House in 2003 and found that the system in place was very noisy and in need of an upgrade. So I did my research and selected the most up to date system that was available at the time which was the Aid Call CP3000 system and J24 pagers.

Why were you looking to upgrade your existing Nurse Call System?
The Aid Call CP3000 system has been in place for approximately 14 years with very little problems. But was now beginning to need increasing maintenance so to ensure the best possible care for our residents, we felt the time had come look to upgrade our Nurse Call System.

What features were important to you when choosing your Nurse Call system?
I wanted a new Nurse Call System that incorporated new technologies but could be scaled up if needed. And could have additional devices added such as pendants or sensor mats because care needs have to evolve with our residents.

The system had to be easy for both staff and residents to use, be reliable and simple to maintain. I particularly wanted to find a silent system as loud alarms can be very intrusive and can unsettle residents when active over a 24 hour period.

I also needed clearly defined call logging for staff and of course cost implications were a big factor for us.

Why was Aid Call selected as your Nurse Call System?
Mr David Trodden Finance & Administration Manager at Kincarrathie House said; we selected the Aid Call TouchSafe Pro Nurse Call System and Blue Bell Pagers as they were the natural choice for us as we had a great relationship with Aid Call and have been extremely happy with the service provided over the years. The price quoted was very detailed and competitive and Aid Call delivered on all of their promises.

What feature(s) of the new Aid Call Touch Safe Pro System have proved most useful?
Mrs Kay said; the clearly defined level of calls indicating basic, assist and emergency calls help staff to prioritise calls and ensures superb response rates for our residents.

The silent features of the system are extremely helpful to ensure residents are not disturbed with loud alarms. And the call logging features with data analysis is invaluable.

How did you find the installation process?
The installation of the Aid Call TouchSafe Pro System went smoothly, the installation team simply worked around the residents causing little to no disruption and there was no damage to décor. I experienced no issues at all with the installation and the staff I worked with were all extremely helpful and professional.

How did you find the training on the Aid Call Touch Safe Pro and Blue Bell Pagers?
The training from the Aid Call team was in-depth, clear and concise. They spent time explaining all of the features and benefits of both the system and the pagers and were happy to answer any of our questions.

How does the system benefit you and your staff?
Staff now sign in and sign out of the Blue Bell Pagers which helps us to monitor and track call responses and timings and ensures data records are always accurate. This protects both staff and residents and ensuring that the right helps gets to the required location as quickly as possible.

How does the system benefit your residents?
Residents like the fact that the call points are not fixed to the walls and can be moved around their rooms. The buttons are clearly marked and easy for them to use. They know if they press for assistance that staff will respond quickly which makes them feel safe and secure.

What kind of service have you had from Aid Call over the years?
The service and support that we have received over the years has been unrivalled from the Aid Call team, especially from both Chris Donnelly and Stuart Barclay. They regularly pop in and keep us up to date with any new developments in Nurse Call Systems and have also always been on hand should we require assistance. Working with Aid Call I have always felt like a valued customer.

Would you recommend Aid Call?
I have personally worked with Aid Call products and the team for over 14 years now and for me I think it is the best system on the market. The service is most definitely first class and I would recommend it to everyone.


Mugdock House

Aid Call installs Nurse Call at new purpose built Care Home for dementia


Mugdock House Care Home is a three-storey, purpose built facility providing care for people living with dementia. Construction of the 64-bed care facility is being implemented by Bupa Care Services and as well as offering dementia care the home will also provide specialist services for elderly people and those requiring general nursing care.

Features of Mugdock House Care Home will include distinctive reminiscence activity areas, secure sensory gardens and memory boxes to help residents connect with the past. The site will also include a range of high-quality features, such as wet rooms, Wi-Fi access, a hair salon and a therapy room.

Additional Details

The care home is conveniently situated close to high street amenities and is within close proximity to transport links to Glasgow City centre.

Scotland’s leading construction company, Dawn Construction is the main contractor on the project, whilst world-class architectural practice Archial is the architect.

Once complete, the new care home will form part of a much larger development which will include St Andrew’s Primary School, Bearsden Community College and a residential housing development. The construction of Mugdock House Care Home will also create 90 much needed jobs for the local area.

Mugdock House Care Home has been specifically designed to encourage residents to engage with their surroundings and as such decorative features will include eye catching pictures colour co-ordinated corridors and signs to help residents manoeuvre around the building.

All of the bedrooms will be fully furnished – many including patio doors branching into the gardens – whilst large communal areas will include spacious lounges and dining rooms. An activity suite will cater for a varied selection of activities – including home baking – and family rooms will provide overnight accommodation for residents’ guests.

Additional features of Mugdock House Care Home include a cinema and audio visual suite.

Work began on the project in November 2011. To mark the occasion local pupils from Bearsden Primary School attended an official ‘ground breaking’ ceremony in order to bury a time capsule on the site. As the event also coincided with the school’s 100th anniversary, pupils attended the ceremony decked out in centenary costumes.

Over 40 guests attended the ceremony, including Bupa Chief Executive Ray King and after the time capsule was buried guests were taken to Bearsden Town Hall where they were encouraged to take part in Bupa’s ‘Your Memories Matter’ campaign. The campaign encourages people to share their memories in order to help those who may require specialist dementia care in later life.

In discussing the importance of Mugdock House Care Home, Bupa Regional Director, Kenny Valentine, said:

“This will be a very special home in the heart of the local community. As experts in caring for elderly people and those living with dementia, we are proud to be offering the residents of Bearsden and Milngavie not only the very best facilities but the highest standard of care and support.

“It was great to see the children planting a little piece of the present day on the site as it made it more personal to us all and should be a great discovery in years to come.”

Bupa is the UK’s largest provider of dementia care, caring for over 2700 residents in Scotland and employs approximately 3300 members of staff. With no shareholders, Bupa is able to invest its profits to improve the services and amenities offered to its residents and to help improve the standard of care for older people.

Bupa care homes are open to everyone – with over 70% of UK residents receiving state funding – and in addition to its UK coverage, Bupa has facilities in Spain, Australia and New Zealand. Bupa’s purpose is to help people lead longer, healthier and happier lives and the new care home in Bearsden will help the group to continue to achieve this goal.

Work on Mugdock House Care Home is scheduled to reach completion in early 2013.

Vida Hall

Vida install Aid Call at their first Vida Healthcare home in Yorkshire


Vida Hall Care Home is a 70 bed specialist dementia care home in Harrogate, North Yorkshire and is the first of a number of Vida Healthcare’s homes planned across the Yorkshire area. It currently employs around 40 members of staff and is in the process of recruiting that number again to be able to meet the needs of residents when the home is at capacity.

Jill Young, Operations Manager at Vida Hall said: “We installed Aid Call’s Wireless Nurse Call system in the home during the final stages of construction and it was fully fitted and up and running before we opened. It was imperative for us to have a state-of-the-art nurse call system in place from day one.

Additional Details

“The installation process took around 10 days from start to finish, including the fine tuning and final adjustments that the Aid Call team were happy to make.

“We looked at a number of systems before deciding on Aid Call’s Wireless Nurse Call system as we needed one which would adapt to our specialist requirements. The main attraction for us was its capability and capacity for the future. We wanted to install a system that was future-proof and would be adaptable to the changing need and demands of our client base. Aid Call’s was the only system intuitive enough to be able to cope with our requirements both now and in the forthcoming years. This was vital to us as our clients’ needs may become multi faceted and more complex and we have to account for the role that telehealth technology will play in the future.

“However it’s not a complex system to use and operate. Our staff have had two, short training sessions on the system and are quite confident with using it.

Aid Call’s technicians were also very helpful and well informed. They were responsive to our needs and happy to make adaptations where required.

“The simplicity of the system and its ability to meet our needs now and for many years to come, with its future-proof technology, is what convinced us to install Aid Call, and we’ve not had cause to regret that decision.

Jill concludes: “Vida Hall is setting the trend for Vida Healthcare in terms of quality and service and Aid Call is part of that. If our clients and their families are happy, then we are too and we’ve been very happy with the product and service from Aid Call. “

Lincombe Manor

Manor Life search for a safe and secure wireless Nurse Call system


Located in Torquay, Lincombe Manor retirement village is set in the beautiful mature ground of a magnificent Grade II listed Manor House which offers breath-taking views out to sea. Lincombe Manor Care Centre combines spacious, luxury accommodation with the latest modern facilities in a beautiful setting and offers the best possible residential and nursing care, to an exceptional standard of living.

Manor Life invited tenders through its procurement framework to deliver a safe and secure wireless nurse call system, facilitating the opportunity of enhancing their resident’s independence and well-being to an exceptional, secure standard of living.

Additional Details

The site required equipment to be installed in their delightful 41 en-suite private rooms, which has been furnished by professional interior designers, featuring the highest standard in fixtures, fittings and fabrics. Aid Call were able to offer our latest Touchsafe® range which provides the most advanced safe and secure features to ensure extra patient safety and reassurance that care management and staff can respond to any event quickly and efficiently.

A further 10 bed apartments at the village also required a complete telecare package, designed to be both compact and durable. Aid Call was able to offer a ‘remote monitoring system’ inclusive of state of the art design features and functionality, making life simpler for the staff and safer for the residents to use.

Stephen Crisp, General Manager, commented, “Selecting the Aid Call Touchsafe® as our Nurse Call System for our prestigious new development at Lincombe Manor Care Centre in Torquay has met with all of our expectations; the easy visibility of the system delighted our staff team and the products flexibility for expansion immediately catered for our system component aspirations. Our instillation, support and service needs have been met with extreme efficiency.”

Amesbury Abbey Group

Nurse Call system offers a far better way forward for Amesbury Abbey Group


The Amesbury Abbey Group prides itself on being able to offer exceptional, luxury, retirement living schemes. Each establishment provides a secure and independent lifestyle, whilst retaining those many thoughtful touches that make everyone feel truly special and at home.

The Group’s Nursing Homes and Independent Retirement Living Schemes all provide individuality and style that only a family-run business can offer.

Additional Details

The Amesbury Abbey Group has been associated with Aid Call for many years. David Cornelius-Reid, General Manager, commented “In those early days, when it was almost a ‘cottage industry’ we took a leap of faith and decided to renew our existing hard wired nurse call system with a new, state of the art wireless system. This was the beginning of a very strong and on-going relationship with Aid Call and the various staff members including management, sales and the day to day office staff.

The original product, a CP2000 was so good that it was only recently that we made the decision to upgrade the system in two of our homes, and this was due to a lack of spare parts for the old system. This resulted in us placing an order for the latest Aid Call Touchsafe® Wireless Nurse Call system as we needed to ensure that our clients had the best and safest means to summon a member of staff. Our view was that we should put faith in Aid Call once again and we were confident that the latest nurse call system would see us through many years of use.

The new systems are now installed, with the backup and support of a first rate after sales team who ensured that any issues we had after the system went live, were dealt with swiftly. This, I have been particularly impressed with.

Our new system now offers a far better way forward for both resident and staff. Our residents have the reassurance that help is at hand, with a product they find easy to use, and our training manager has an instant audit tool at her disposal to ensure that calls are answered in good time. Furthermore, we can provide clear records to demonstrate best practise at the touch of a button”.

Dorothy House Hospice

Dorothy House Hospice adopt the best use of modern technology


Dorothy House hospice provides 24-hour hospice care, aimed to improve staff efficiency and integrate building communications into a single system. This required the functions of the existing telephone, nurse call system, building security and fire alarm systems to be linked together.

The existing telephone system was ten years old and lacked functionality, the same was true of the existing nurse call system which was inflexible with poor battery life and had limited support in the event of failure.

Additional Details

Having invited tenders through a procurement framework, the specification required South West Communications Group to proactively adopt the best use of modern technology and particularly wanted to make use of special features, including automated attendant, voicemail, hunt groups and call line identify, as well as integrating the nurse call and fire alarm systems. However, the hospice did not want a system that was complicated to use.

The desired solution, although technically complex was designed to offer a cost effective, easy to install and to maintain system which operationally was easy to use by both staff and patients.

The Aid Call Touchsafe® wireless nurse call was chosen as it gave patients an easy-to-use, safety compliant, call system to summon assistance. The solution provides true reassurance to the user, as it informs them that their call has been securely received, using the unique two-way call point transmissions.

The nurse call system comprised of a bedside pear push points and bathroom pull cords which alerts staff for assistance. With a centrally placed display panel and full alpha-numeric screen, it shows room/location, and resident's names so that staff can clearly see who is calling for assistance. The panel also provides staff with an on-screen mapping facility, medical reminders and a full audit trail of all systems activations and events.

The flexible nature of the wireless nurse call system allowed complete integration with the telephone solution and portable 'DECT' handsets, this enabled staff to receive alarm notifications wherever they were working within the hospice.

The integrated design of the system meant that staff could go directly to the patients' room rather than having to detour to nurses' station, improving their effectiveness and patient response.

Also providing integration to the building fire alarm systems, both the nurse call system and the DECT handsets provide staff with a vital safety notification facility.

South West Communications Group is delighted with the solution, as it met Dorothy House hospice specific requirements, transforming the way communications are managed for both patients and staff. It has provided them with a highly functional integrated system that is easy to use and maintain whilst providing them with a scalable platform that they can build on in the future.