Problems with careline systems on broadband connections.

[Tony Swann]

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Dear All

 

I have had feedback from a couple of clients recently who have had telecoms Engineers mentioning known problems with care line systems and broadband telephone services.

 

I was wondering whether others had had similar experiences or know more ??

 

 

With kind regards

 

Yours sincerely

 

Tony Swann

Clinical Scientist

 

 

Lincolnshire PCT

Electronic Assistive Technology Service

Lace House

2 Olsen Rise

Lincoln

LN2 4UZ.

 

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[Gregory, Neil]

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Tony,

From me no, but what sort of problems: false positives or not being able to activate etc?

 

Thanks,

 

Neil Gregory
Principal Bio-Engineer
WeSTMARC - West of Scotland Mobility and Rehabilitation Centre
Southern General Hospital, Glasgow
Email: neil.gregory@...

Web: www.nhsggc.org.uk/westmarc

Tel - 0844 8113001 (Lo-Call)

Fax - 0141-201 2649

---

From: A discussion list for Assistive Technology professionals. [mailto:ASSISTECH@...] On Behalf Of Tony Swann
Sent: 09 November 2009 14:09
To: ASSISTECH@...
Subject: Problems with careline systems on broadband connections.

 

Dear All

 

I have had feedback from a couple of clients recently who have had telecoms Engineers mentioning known problems with care line systems and broadband telephone services.

 

I was wondering whether others had had similar experiences or know more ??

 

 

With kind regards

 

Yours sincerely

 

Tony Swann

Clinical Scientist

 

 

Lincolnshire PCT

Electronic Assistive Technology Service

Lace House

2 Olsen Rise

Lincoln

LN2 4UZ.

 

CONFIDENTIALITY STATEMENT

 

DISCLAIMER: This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed.  Therefore if the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this E-Mail is strictly prohibited.. Any views or opinions expressed are those of the author and do not necessarily represent the views of Lincolnshire Primary Care Trust unless otherwise explicitly stated. The information contained in this e-mail may be subject to public disclosure under the Freedom of Information Act 2000. Unless the information is legally exempt from disclosure, the confidentiality of this e-mail and your reply cannot be guaranteed.

 

If you have received this email or Fax in error, please immediately notify us by telephone at 01522 781009

 

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[Peter Hamlin]

Dear Tony,

The only problems that have been encountered with care line systems and
broadband telephone services, with perhaps one exception, have all been
traced back to the incorrect installation of either or both ... I have attached
an example below.  The advisory message following this was sent to Hackney
Social Services in an attempt to prevent future difficulties.

Please can you supply a description of the problem(s) to which you refer?


Yours sincerely,

Peter Hamlin [Tel: [phone] Fax: [phone]]
Rehabilitation Engineer
North Thames Regional Environmental Control Equipment Service (NT RECES)
Alderbourne Rehabilitation Unit (Entrance 'C' - off Royal Lane)
Hillingdon Hospital NHS Trust
Pield Heath Road
Uxbridge
Middlesex

UB8 3NN
 
UNITED KINGDOM


<<< START of Message Sent 29th May 2009 >>>

It should be standard procedure to connect a community telephone alarm
to a telephone master socket, however from my experience, for a
community alarm to be correctly connected would seem to be optional -
definitely not the rule!

On Tuesday this week I visited a client where once again the community
alarm had been incorrectly wired.
Hackney Telecare have confirmed that the community telephone alarm
should not have been connected in this manner and are to visit the
client to remedy the situation.

A key function of a community alarm telephone is that it should be able
to disconnect all other telephones and any call that may be in progress
and seize control of the telephone line to make an emergency call.
However, a community telephone alarm can only do this providing it is
the ONLY device connected to the telephone master socket and all other
telephone extensions are taken from the community telephone alarm.

Experience suggests that the location of a community alarm telephone
within a residence tends to determine how an alarm telephone is
connected.  A community alarm telephone is usually placed at or near the
central point within a client's home, however, if the selected location
for the alarm is not near the master telephone socket then the community
alarm may be (incorrectly) connected to a telephone extension socket
instead.  This is easier for whoever is performing the installation, as
correct fitting requires running a telephone cable between the alarm
telephone and the master telephone socket and then re-connecting all
existing telephone extension sockets to the community alarm.  Typically
the telephone output from a community alarm telephone has a Ringer
Equivalence Number (REN) value of 2 so it may not support all the
telephony devices previously connected to the master telephone socket
(which should have a REN of 4).  However, the REN value of a telephone
line can be increased by purchasing what is known as a 'REN Extender' -
most will increase the REN value to 8.  A REN Extender should be fitted
between the community alarm telephone and all other telephone extension
sockets within the home.  The typical cost of a REN Extender is around
40 pounds.
[ For those readers unfamiliar with REN values then please refer to the
note on REN at the bottom of this message. ]


The correct connection of community alarm telephone is something that
seems to be overlooked but can easily be checked; there is a simple test
that may be performed to check whether a telecare community alarm
telephone is connected to the master telephone socket in a client's
residence as follows:

-----

(1) First, remove all the handsets from ALL the telephones in a client's
house and place each handset beside its respective telephone.

(2) Second, trigger the community alarm, despite all the removed
handsets, it should be possible to get through the community alarm call
centre.

(3) If any or all of the telephone handsets have to be replaced to get a
connection to the community alarm call centre then the community alarm
telephone is NOT the only device connected to the master telephone
socket and the provider or installer of the alarm should be contacted to
remedy the situation.

(4) If connection is made to the community alarm call centre without
replacing any or all telephone handsets within a residence then the
community alarm telephone is the only device wired to the telephone
master socket (and all other telephone extensions are taken from the
community telephone alarm).
NB: If all is well with the client then be sure to reassure the
community alarm call centre staff that the call is a test and that there
is no emergency.  Be prepared to give your name and position as all
community alarm calls are routinely logged; failure to satisfy call
centre staff as to the nature of the call may result in the dispatch of
an emergency service.

(5) When testing is complete, ensure that all telephone handsets have
been replaced.


IMPORTANT: In any residence, where a single telephone line is fitted,
there is ONLY ONE MASTER TELEPHONE SOCKET!!!

-----

You may wish to forward the above information to colleagues who make
domiciliary visits.


Yours sincerely,

Peter Hamlin [Tel: [phone] Fax: [phone]]
Rehabilitation Engineer
North Thames Regional Environmental Control Equipment Service (NT RECES)
Alderbourne Rehabilitation Unit (Entrance 'C' - off Royal Lane)
Hillingdon Hospital NHS Trust
Pield Heath Road
Uxbridge
Middlesex

UB8 3NN
 
UNITED KINGDOM

-----
NOTE:

Ringer Equivalence Number (REN)
 
All items of telephone equipment have a Ringer Equivalence Number (REN)
which is used to calculate the number of items that may be connected to
any one telephone line. Although it is possible to have any number of
telephone extension sockets, it is important to limit the number of
telephones and other items including faxes, answer machines and modems,
connected to the telephone sockets connected to a single telephone line
within a home.  Every telephone or item connected to the telephone has a
REN, usually displayed on the base of the device (near to the green
approval sticker) or in the user manual for the device.  Most telephones
have a REN of 1, but some faxes and modems may have a REN of more than
1.

To check that the REN limit is not exceeded, add up the REN numbers of
all the devices connected to a single telephone line anywhere in a
residence - the total should not exceed 4.  It is likely that technical
problems will be encountered (with equipment not working or ringing very
quietly) if you exceed the REN limit of 4.  If some or all of the
telephones fail to ring or some ring very weakly then try unplugging
devices one at a time until they work.
-----

<<< END of Message Sent 29th May 2009 >>>