If you are experiencing an issue with a particular device, such as a mobile phone or smart speaker, we have a three-stage technology support process to help you.
- Care home support – the team in your care home will be able to carry out initial checks for you, for instance making sure that the device is successfully connected to wifi and the appropriate settings are in place.
- Care Technologist support – if your care home team are unable to resolve the issue for you, then they will engage our dedicated Care Technologists to investigate the matter for you.
- IT support – if for any reason our Care Technologists are unable to fix the problem, our centrally-located IT team will carry out further checks to determine the best solution.
If the problem with the device cannot be resolved, it may be necessary to replace it. If the item belongs to the care home, then we will replace it at no cost to you. If the item is your own personal property, for example your mobile phone, then the responsibility to replace it will fall to yourself or your loved ones. Whilst we cannot make specific recommendations on particular makes and models, we can support you with general advice on the purchasing of a new device, if you would like us to.